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    Form not sending copies to form users

    Asked by hrrad on January 24, 2017 at 10:01 AM

    Problem: users who fill out our form and request an email copy of their submissions are not receiving their emails.

    Our form at https://www.jotform.com//?formID=63534968689983 has a check box for the user to declare that they want a copy of their form submission sent to them. The user selects their name from a dropdown list, and a conditional statement is set to check whether that user has checked the box; if the user has checked the box, then they should receive a copy of their form submission via email.

    It appears to be set up correctly, but users are complaining that they are not receiving their emails.

    Please advise.

    Page URL:

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    JotForm Support

    Answered by BJoanna on January 24, 2017 at 12:05 PM

    I have inspected your form and you have 33 conditions for your Autoresponder email, and as far as I saw all recipients are different. 

    I have checked email history log on your account and I saw that Autoresponder to only one email address (mcockerill@cox.net)bounced. Our system gave following result:

    mcockerill@cox.net is IN the bounce list 

    Reason(s) : smtp; 554 4.4.7 Message expired: unable to deliver in 840 minutes.<421 4.4.2 Connection timed out>

    I also found one more email address in the bounce list.

    barbara.morgan@mckesson.com is IN the bounce list 


    Reason(s) : smtp; 260 Backend Replied [a3794f65.0.10839267.00-2195.21590646.s12p02m055.mxlogic.net]:  Accepted but denied by anti-virus p

    I have now removed them from the bounce list.

    You can follow this guide on how to check and remove the email from bounce list.

    And this guides:

    How to setup email alerts to prevent email bouncing related issues.

    Why I am not Receiving Email Notifications?

    If you have issues with some other email addresses, please provide us exact email addresses, so that we can check them inside of our email log. 

    Hope this will help. Let us know if you need further assistance.