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

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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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    Bounce List Notification

    Asked by augustasportsweargroup on January 19, 2017 at 08:35 AM

    Is there any way to get a notification if one of our emails gets put on the bounce list? We are having issues and missing form submissions when we get put on the list without knowing it. I don't feel I should have to check when we notice we aren't getting emails.

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    JotForm Support

    Answered by ashwin_d on January 19, 2017 at 10:45 AM

    Hello augustasportsweargroup,

    Please note that if your primary email address ends up in bounce list, we do show a popup window when you sign in to your JotForm account.

    Unfortunately it is currently not possible to send a notification email if any of your email address ends up in bounce list. What I would suggest you to periodically check if any of your email address is in bounce list:  https://www.jotform.com/help/262-How-to-Remove-Your-Email-Address-from-Bounce-List

    If you know how to program using PHP, there is an alternative solution available and you may like to take a look at the following guide which should help you:  https://www.jotform.com/help/403-How-to-Get-Notified-if-Email-Alerts-Failed-to-Send

    Thank you!

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    Answered by AlamanceNC on January 26, 2017 at 03:28 PM

    I had the exact same question.  For us, this is a business-critical issue, since we have had users who got added to the bounce list, and we were never notified.  Frankly, it should be very simple on Jotform's part to send out a notification to the primary account holder when a different email address from one of their forms is added to the bounce list.

    I'll add that our director has asked me to get an answer on this or to seek out alternative vendors for our forms.  As I'm sure your company operates on a lean approach, please consider making this adjustment quickly.

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    JotForm Support

    Answered by Kevin_G on January 26, 2017 at 04:50 PM

    @AlamanceN,

    In order to properly forward this request to our second level I have moved this to another thread, it can be found here: https://www.jotform.com/answers/1047934 

    We will assist you there as soon as possible. 

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    Answered by WheatonCollegeForms on January 27, 2017 at 09:26 AM

    We are having the same problem.  Can we request some kind of exception for an address that should NEVER be on the bounce list?  

    This is also business-critical for us and we will need to change vendors if not resolved.

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    Answered by Boris on January 27, 2017 at 11:01 AM

    I'm afraid that it is not possible to prevent an address from being placed on a bounce list, no matter how critical it is considered, because bouncing is an integral part of the process when emails are unable to reach you. Bouncing/rejection is an action that is always performed by the recipient, not by JotForm.

    When emails are bouncing, it means that the recipient server (your server) is refusing to accept our emails.

    1. If the recipient rejects our emails along with a type of error we commonly refer to as a "hard bounce", we must stop sending emails to that recipient immediately. This usually happens when we are banned within your system. A hard bounce is essentially when your server instructs us to "stop sending emails to this address".

    2. If the recipient is rejecting our emails with what is commonly known as a "soft bounce", we will try sending emails multiple times, and only if after several attempts the recipient is still rejecting our emails, we must stop sending them further emails.

    Essentially, a soft bounce is a kind of error like "mailbox is currently full and the current email failed, but please try sending future emails as this is a temporary issue, and user is likely to clear out their mailbox later on".

    The bounce list is simply a list of addresses that are known to reject emails that we are sending them. The fact whether we place your address on the bounce list or not does not change the fact that your server is refusing emails. Without the bounce list, you could not even know when your server starts to and keeps rejecting our emails.

    If you are frequently encountering issues with your address being placed on the bounce list, it means that your server is frequently rejecting our emails. We can recommend that you format your email notifications in a way that is least likely to get rejected by the recipient, and this setup is detailed on the following guide:

    https://www.jotform.com/help/208-How-to-Prevent-Email-Bouncing-Related-Issues

    This guide may also help:

    https://www.jotform.com/help/145-Whitelisting-JotMails-IP-Addresses

    If you continue having email problems after that, than please send your emails through your own SMTP server, as described in the following guide:

    https://www.jotform.com/help/244-How-to-Setup-SMTP-for-a-Form

    I hope this explanation of what a bounce list is and what it means is clear, but if you need further clarifications or assistance, please don't hesitate to let us know. Thank you.

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    Answered by AlamanceNC on January 27, 2017 at 11:09 AM

    That is a truly impressive non-answer. 

    Notifications should not be difficult to set up on your company's end.  It's simple:

    If the bounce list adds an address, then an email is sent to the primary address on the account (unless that is the address getting bounce).  There should be an option to send an alert email to a secondary address on a different domain, in case the primary address is blocked. 

    At the very least, we should be able to log into Jotform and see the complete list of addresses that have been blocked on forms under our account.  At this moment, we have to navigate around our account, put an address into the bounce list removal tool, and hope that it does its job.  If we could see the addresses, it would not only help us to ID whether the problem was a hard bounce or a soft bounce, but would help us to inform those recipients that they have not received emails and why. 

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    Answered by Boris on January 27, 2017 at 12:05 PM

    @AlamanceNC, what you are asking talking about is a different topic from that what was explained in my post above, and your feature request has already been escalated through your own support thread, here:

    https://www.jotform.com/answers/1047934

    My last post was answering another user with question on how to add an exception for an email address being placed on a bounce list.

    Your feature request is something different. It is about being notified when an email address is placed on a bounce list, and that is being worked on.

    Exceptions for being placed on a bounce list are not possible, and will not be implemented.

    We kindly ask anyone else that you please post your own questions on your own support threads, in order to avoid adding unnecessary confusion to topics of other users. You can open your own support thread through the following link:

    https://www.jotform.com/contact

    Thank you.