I am not getting my form email

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    uvehon
    Asked on February 02, 2017 at 12:37 PM

    I talked several times with jotform support about my issue but they are not able to help me. Since jotform support ignores my problem I need to talk to a manager or an owner. And please do not tell me to write my problem to support@jotform.com , they can't solve this problem. 

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    Welvin
    Answered on February 02, 2017 at 02:12 PM

    Please accept our sincere apologies for the troubles and inconvenience. As far as I could see, my colleagues did their best to help you resolve the problem. However, the SMTP which is our last resort to send the form email is not working and I think this isn't an issue with Jotform anymore.

    Your SMTP configuration is correct. I don't see any issues with it. However, we tried to send you an email, but it failed. I think this is due to the fact that Comcast has a strict anti-spam filter. As far as I remember, we reached them before about this and the only suggestion is to mark the emails as not spam from the trash folder and add noreply@jotform.com to the safe sender list. If you haven't done this yet, please check and do so.

    If adding to safe sender list still won't work, I would suggest using a different email address in the form. If you have one from Gmail, please try that. You can then forward your Gmail emails to your Comcast email. This should work and I'm sure there will be no delay on this. You can filter to forward emails when it's coming from Jotform.

    I hope that helps. 

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    uvehon
    Answered on February 02, 2017 at 04:35 PM

    You just trying to push it to comcast! Again - e-mail ARE NOT GOING TO SPAM!!! THEY ARE NOT GOING OUT TO MY E-MAIL AT ALL. BUT ANY WAY - I NEED TO CONTACT YOUR BOSS ASAP, PLEASE PROVIDE ME DIRECT E-MAIL OR PHONE NUMBER ASAP

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    Jeanette
    Answered on February 02, 2017 at 05:24 PM

    I can see your frustration and can relate to it.

    However,  after checking your past support interactions, I see you were recommended by support representatives to try using a public email system (such as gmail, yahoo or hotmail), but I can see you have not even tried that , you still keep the same custom sender email.

     

    Support representatives have explained that since you are using Comcast SMTP settings, that is most likely the issue.

    Try doing this:

    Change the sender email as noreply@jotform.com  or noreply@formresponse.com both belong to us. 

    The issue should get resolved.  The fact that it works and then it doesn't work it's not due to our system, it's about two reasons:

    1. Due to Comcast rejecting messages coming from our servers.

    2. Messages are sent without problems, but then stop as it's using external SMTP settings, not ours.  In other words the form is configured to look for  Comcast's settings (@comcast.net) , instead of ours, servers at Comcast detect this and they stop the service.

    I've worked configuring email servers for more than 10 years and email servers are configured in  certain way for each kind of "email clients". Most of communication companies which offer email service included, should have a sort settings that may vary depending of the type of client (Windows Live Mail, Mozilla Thunderbird, etc), but these settings might not work properly with particular email clients such as our forms. That is why our representative have insisted you to use our standard settings, or change to another custom sender, from another provider.

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    Jeanette
    Answered on February 02, 2017 at 05:26 PM

    I forgot to also mention that you should try using a gmail, yahoo or hotmail address for the recipient.