I am not receiving some notifications

  • Profile Image
    menstrom
    Asked on January 17, 2017 at 08:28 AM

    We have our form set up to receive an email each time someone completes the form.  But sometimes forms are completed without us receiving an email.  For instance, in the current batch of students who have completed our application, 31 submissions are in our box, but we only received 29 emails.  Is there a way to determine whether the email was sent and we just never received it, or whether it was not sent at all?

    Thanks,

    Marilyn

  • Profile Image
    candy
    Answered on January 17, 2017 at 10:38 AM

    Dear Marilyn,

    We're sorry for the inconvenience you have.

    Firstly, I have checked your account history and I did not find any of your recipient emails in the bounce list. All notification emails seem to sent successfully.

    You can check your account history to see all of the emails have been sent from JotForm to your recipient email addresses as you can see in the following screenshot:

    Please check your SPAM/JUNK folder of recipient email address. Maybe some of the emails could have gone to the SPAM/JUNK folder. If you see the JotForm emails there, please mark them as NOT SPAM.

    I hope this helps. If the issue still persists, let us know.

    Thanks. 

  • Profile Image
    menstrom
    Answered on February 01, 2017 at 09:21 AM

    I had another one that did not come through today.  I have looked in my spam folder, and in every other email folder I have, and it is not in any of them.  When I look at my history as you have displayed above, here is what I get:

    So I cannot see any emails that have been sent to me, whether they were actually delivered or not.

    Can you help me understand why this is happening?  Also, is there a way to resend the email that I should have received when the applicant completed the form?

    Thanks,

    Marilyn

  • Profile Image
    candy
    Answered on February 01, 2017 at 09:57 AM

    Dear Marilyn,

    The Form URL that you have given us in your main thread question belongs to the account named "WheatonCollegeForms". So, I have checked that account, not your account named "menstrom".

    You can not see any email and forms related to that form. Because you are a sub-user of the account named "WheatonCollegeForms". If the main account user checks the history, s/he can see the email history related to that form. As I can see from its history, the last email you have received as a notification was the following:

    As I have seen, there are no any other emails have been sent to your email, recently. I have seen that the last email has sent from that account was in November 2016.

    On the other hand, I have checked your recipient email marilyn.enstrom@wheaton.edu if it is on the bounce list or not again, it was not on the bounce list. 

    Thank you.

  • Profile Image
    menstrom
    Answered on February 01, 2017 at 10:02 AM

    There must be something goofy with a sub-account, then, because I receive multiple emails every day for this application.  I received 14 of them in just the last eight hours.  So the account information must get messed up when using sub-accounts.  That's unfortunate.

    To address my other question, however, is there a way to resend the email that I should have received when the applicant completed the form?

    Thanks,

    Marilyn

  • Profile Image
    amy
    Answered on February 01, 2017 at 10:38 AM

    Hi Marilyn,

    There aren't any mistakes with your e-mail logs. Because the owner of this form is our another user. Only s/he can display the e-mail logs. But there is no reason you to receive the e-mails. Because your e-mail address is in the recipient list.

    Also, your e-mail address isn't in our bounce list. When I check the parent user's e-mail logs, everything seems working properly with the notifications.

    You can forward your submissions via your Jotform panel. Please, login to your Jotform account follow these ways:

    Also, I would like to recommend you to enable "unique submissions" option if you receive same multiple submissions.

    Our user guide can help you for this option: How to Set Unique Submissions on a Form

    If your problem persists, please let us know.

    Thank you.

    Kindest Regards.