Our form is not coming to our email inbox anymore.

  • Profile Image
    Kevin MacAulay
    Asked on February 09, 2017 at 04:59 PM

    We have had several clients complete and submit the form online over the past few days, and we have not received the forms by email (even the test one we did).

  • Profile Image
    Answered on February 09, 2017 at 06:40 PM

    I have checked the email address you're using in your form and found it in our bounce list, the bouncing message is: 

    Reason(s) : smtp; 550 5.7.606 Access denied, banned sending IP

    I have already removed it so you can receive emails now, please also check this guide to avoid bouncing issues: https://www.jotform.com/help/208-How-to-Prevent-Email-Bouncing-Related-Issues 

    You could also ask your email provider to white-list our IP address so you avoid to get emails blocked: https://www.jotform.com/help/145-Whitelisting-JotMails-IP-Addresses 

    Hope this helps. 

  • Profile Image
    Answered on February 09, 2017 at 10:45 PM
    Hi Kevin_G,
    Thank you for your help with this. I am not sure how this issue came to be as we never changed anything, and have been receiving this JotForms for years without incident until the past few days.
    Our email provider is a web-based Office 365 Outlook email system. How do we "white-list" your IP address?
    Thank you,
    Kevin MacAulay
  • Profile Image
    Answered on February 10, 2017 at 01:17 AM

    We apologize for any inconvenience caused. It could be possible also the issue was not on your side. It can be just that the email was added to the bounce list due to service issue on our side.

    I have checked again your email just to be sure it was no longer in bounce list. And it is not as of this time.

    Do let us know if there are still issue with your email.