Not receiving emails

  • tuffbullbars
    Asked on February 5, 2017 at 11:20 PM

    Good afternoon 

     

    One of my email accounts are not receiving emails - tuffstorewebenquiry@tuffbullbars.com.au 

     

    Could you please tell me if this is in the bounce list and if so, please remove 

     

    Why do you keep putting my emails in the bounce list?

     

    Many thanks

    Rebecca at TUFF Bullbars Australia 

     

  • omerorkun JotForm Data Scientist
    Replied on February 6, 2017 at 1:58 AM

    Hi Rebecca,

    The email account tuffstorewebenquiry@tuffbullbars.com.au is indeed in the bounce list currently. Please see the reason why:

    Not receiving emails Image 1 Screenshot 20

    Bouncing is actually an automatic process, when your email provider flags JotForm emails as spam and starts blocking them your email account ends up in the bounce list. 

    I have now removed your email off the bounce list and you should be able to receive email notifications for now. However, since this seems like a persisting issue I suggest you to have a look at this guide of ours:

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

    You can also try whitelisting our IPs within the ranges of:

    ip4:64.247.128.0/18 ip4:129.121.0.0/16 ip4:152.160.0.0/16 ip4:65.75.128.0/18 ip4:209.126.119.0/20

    Please also consider using SMTP:

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

    Do contact us again if you need any further assistance. 

  • tuffbullbars
    Replied on February 9, 2017 at 11:07 PM

    Good afternoon 

    I have asked my IT people to whitelist your emails however he is still concerned about this. Is Jotform compatible with Office 365? And is there anything else you can provide as to why your system recognises this as a bounce? Do you receive a bounce notification of the email address that has bounced back? And does it have any further details we could have?

     

    Many thanks 

  • Chriistian Jotform Support
    Replied on February 10, 2017 at 1:48 AM

     

    Is Jotform compatible with Office 365? And is there anything else you can provide as to why your system recognises this as a bounce? Do you receive a bounce notification of the email address that has bounced back? 

    You can also check on your end if the emails were sent successfully or not, by viewing it on you Email Logs. Here's a guide on How to View All Your Form Email History. 

    We recommend users to use SMTP sender on their form to prevent email bouncing related issues. Please make sure to set this up correctly, email should no added extra spaces or characters.

    Here's a guide on How to Setup SMTP for a Form

    If issue still persists, please let us know.
    Regards