What is JotForm?
JotForm is a free online form builder which helps you create online forms without writing a single line of code. No sign-up required.

At JotForm, we want to make sure that you’re getting the online form builder help that you need. Our friendly customer support team is available 24/7.

We believe that if one user has a question, there could be more users who may have the same question. This is why many of our support forum threads are public and available to be searched and viewed. If you’d like help immediately, feel free to search for a similar question, or submit your question or concern.


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    Email Bouncing Related Issues: need the logs of the submissions that did not make it to Exchange Email Address.

    Asked by engravingcustomized on January 12, 2017 at 06:04 PM

    I just contacted my email support specialists, they have proof that "bounced" emails are not even reaching Microsoft Exchange Servers.  So, how is it that my email address: steve@customengravingservices.com keeps getting added to your Bounce List????

    I find this rather odd that this regularly started happening on January 2, 2017.  Before that, it was a very odd occasion that I would not receive a submitted JotForm submission.

    It is getting to the point of insanity!!! There must be something on your end that can be done to solve this issue.  I do not see why it is my responsibility to have to keep removing my email address from your Bounce List multiple times a week because your server is having issues. Or go onto each of my Forms and makes changes that I've never had to change in the past.

    This is clearly an issue on your email server!!!

    While I do not want to have to take my business elsewhere, I may have to do that exact thing.

     

    Please Assist!!!!

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    JotForm Support

    Answered by BDAVID on January 12, 2017 at 09:32 PM

    Please check if there is any email coming from JotForm in your SPAM/JUNKS folder, if you find any, mark it as NOT SPAM. If the problem persist, our recommendation would be using your SMTP settings for the sender email: https://www.jotform.com/help/244-How-to-Setup-SMTP-for-a-Form 

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    Answered by Mark Brandon on January 12, 2017 at 11:12 PM

    Those email ARE NOT going into a spam/junk/etc. folder!  They are not even getting to my email server.

    I looked at your recommendation, unless someone at Jotform is going to make all of those changes to each of my forms, this suggestion is not at option.

    What makes absolutely no sense to me is why is this all of the sudden my fault when jotform.com emails are not even getting to my email server.  I have added noreply@jotform.com and jotform.com domain name to my "safe sender" list on my email account, so no email would go into a spam/junk/etc. folder, instead of my inbox.

    While I understand that jotform doesn't want to take responsibility for this issue, when the email isn't getting to my email server, it cannot be my responsibility to resolve this issue.

    Please provide additional assistance.

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    JotForm Support

    Answered by seth on January 13, 2017 at 03:44 AM

    Hello,

    I checked you email log and see that there are bounced emails:

    Please note that when your email address once entered into the bounce list, the other emails are automatically blocked by our servers, hence, it is true that later bounced emails do not reach your email provider.

    The emails are evaluated in sender and receiver servers. There are various details in this process. One of the main criterion is the sender name, another one is the subject of the email. When I check your first bouncing emails, I see that the emails might have higher spam scores since you use ebay usernames as sender name. These names include numbers or meaningless names like RMANCH20035ZKJ, clashboy594.

    In summary please try to use JotForm as sender name and include ebay usernames in the email content. In this way you will decrease the span score meaning, they will not mark as spams.

    Also please try to improve your email subject. 

    I hope this answer helps. Please don't hesitate to contact us for your further queries.

     

    All the best!

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    Answered by Mark Brandon on January 13, 2017 at 02:33 PM

    Until January 2, 2017 I had no issues with my customer's username being included in the Subject Line of the sent email!!! 

    While you claim that those number or meaningless name are useless to you, they are VERY IMPORTANT to me as that information helps me associate the Jotform with the customers ebay purchase information.  Many times the "meaningless name" is also the customer's email address!!!

    As you can see in my account, I receive hundred's of submissions a month, removing the username from my subject line in the email will most definitely make my job more difficult.

    Mark Brandon

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    JotForm Support

    Answered by BDAVID on January 13, 2017 at 03:52 PM

    What is the form in question? You can add any fields in the subject line. Simply click on the pencil icon:

    The check the fields you want to show in the subject line, and click on the APPLY button:

    Let us know if you need more help, we will be glad to assist you.

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    Answered by Mark Brandon on January 13, 2017 at 05:44 PM

    Every one of my eBay forms are built the exact same way.  Every form email has the {username} and {form title} in the subject line. 

    How exactly do I need to change my forms so they will stop being bounced?

    From what I understand from previous communications in this thread, my emails are being bounced because of the {username} aspect of the Subject Line. Correct?

    What makes absolutely no sense to me is why your server is rejecting email because of what is in the Subject Line, not the email address (noreply@jotform.com) or (steve@customengravingservices.com). AND, why did this start happening on January 2, 2017?  Was there an update on your server that started causing this issue?

    More Assistance, PLEASE!!!!!

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    JotForm Support

    Answered by ashwin_d on January 14, 2017 at 03:30 AM

    Hello Mark,

    Please note that we / our email server do not send any email address in bounce list. When an email is rejected by the receiving email server, it ends up in bounce list.

    I am unable to see the bounce reason since your email is not in bounce list anymore. I would suggest you to please use your own SMTP setting to send submission email and that should solve your problem. The following guide should help you how to setup SMTP in form:  https://www.jotform.com/help/244-How-to-Setup-SMTP-for-a-Form

    Thank you!

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    Answered by engravingcustomized on January 14, 2017 at 12:58 PM

    Per your suggestion to setup SMTP, I received an FAILED sent form to email address: steve@customengravingservices.com.

    I use Microsoft Exchange for my email. I contacted GoDaddy for my SMTP information, which they verified twice that I had the correct information in the SMTP form fields.  BUT, the forms are still not going to my email, it says they FAILED. 

    With this being an issue, should I change the sent email from noreply@jotform.com to noreply@formresponse.com to see if makes any difference in my emails being bounced?

     

    MORE ASSISTANCE PLEASE!!!

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    JotForm Support

    Answered by ashwin_d on January 15, 2017 at 12:16 AM

    Hello,

    I did check your form's email log and found that one submission email did fail to send with SMTP setting but then you again changed it to noreply@formresponse.com

    Did you change any of the SMTP setting after you added in JotForm? I do not see any reason why the emails will be failed if SMTP settings are valid. I would suggest you to verify if the password is not changed. 

    Since you have changed sender email as noreply@formresponse.com,, can you please confirm if you are receiving submission emails successfully. 

    We will wait for your response.

    Thank you!

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    Answered by engravingcustomized on January 15, 2017 at 12:42 AM

    After I tested the SMTP changed and noticed it failed, I then changed it to noreply@formresponse.com to see if it worked, and for now, it is working.  I have not changed all of my forms, I want to see if these work before I spend more time making unnecessary changes.

    I have spent WAY to many hours working on something that should have never been an issue in the first place!!!

    Regarding the SMTP change, per GoDaddy I was using the correct settings, I made the changes while I was talking to them on the phone, when the test email I sent failed, I then changed it to noreply@form response.com.  Hopefully this other domain (formresponse.com) will not "bounce" my emails like jotform.com's domain does.  I know you claim that it is not your server that is rejecting the email subject line, if you could send me some proof of the rejection, I will gladly forward it to GoDaddy so they can forward it onto Microsoft Exchange, so they can see why emails are being reject on Microsoft's end.  The reason I would like this information is because they are saying that the timeframe of the last "bounced" email list, the first email in the list never made it to Microsoft Exchange's server at all.

    I am getting fed up with everyone pointing their finger at the other person, claiming it's not their fault.  Someway, somehow something changed and I want to get to the bottom of it!!!

    Thank you!

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    JotForm Support

    Answered by BDAVID on January 15, 2017 at 10:20 AM

    I have forwarded a request to our back-end team in order to get the details of the rejection. You will be updated via this thread.

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    JotForm Support

    Answered by Scott on January 17, 2017 at 12:16 PM

    engravingcutomized,

    I have forwarded your ticket to our Development Operations team.

    If you encounter any other problem please write on this thread ASAP.

    And do not change any of the settings you are using before we respond.

    This is a special request from our DevOps team who will diagnose  the issue when things go wrong, and will inform you about why this is happening.

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    Answered by engravingcustomized on January 17, 2017 at 12:24 PM

    I will definitely not make any more adjustments to any of my forms until I hear back from you.

    I do find it rather odd that since I changed about 15 of my forms (the first 15 or so from the top of my A-Z list) from noreply@jotform.com to noreply@formresponse.com that none of my submitted forms have bounced.

    Is this just a coincidence????  Or, could it be that 1 of the created forms is what started this whole "bounce" issue?

    Thanks.

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    JotForm Support

    Answered by BDAVID on January 17, 2017 at 12:51 PM

    Glad to know you have not had bouncing issues using @formresponse.com sender. Not sure what may have started the bouncing issues. Our developers will investigate this further and notify you when it gets fixed. 

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    Answered by engravingcustomized on January 17, 2017 at 04:52 PM

    I spoke too soon regarding @formresponse.com forms not going into the bounce list!!!

    I was hoping that changing from @jotform.com to @formresponse.com would completely solve my Bounce List issue, but that was definitely not the case.

    MORE ASSISTANCE PLEASE!!!!!!!!!!!

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    JotForm Support

    Answered by BDAVID on January 17, 2017 at 06:21 PM

    I will update in the reported ticket to our L2, the fact that it stopped working with the @formresponses.com. Hopefully, we will get updated soon.

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    Answered by UWAHousing on January 17, 2017 at 06:27 PM

    I am having similar bounce issues with my account, all of which started in the new year. We have a couple of e-mails that seem to be added to the bounce list every day or two, but that have never had bounce issues before. Did something change in 2017 that is causing these issues?
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    Answered by engravingcustomized on January 17, 2017 at 06:46 PM

    It is very apparent that something happened January 1-2, 2017, as of yet, no one has admitted it.  Before then, it was a very rare occasion no not receive a form submission, since January 2, 2017 it happens several times a week.

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    JotForm Support

    Answered by ashwin_d on January 17, 2017 at 09:59 PM

    Hello engravingcustomized,

    We have already reported this issue to our backend team. We will get back to you as soon as we have any update on this issue.

    Hello UWAHousing,

    I have moved your question to a new thread so that we can address it separately. You will be answered in the following thread:  https://www.jotform.com/answers/1037643

    Thank you!