Why have I stopped receiving email notifications from Jotform?

  • mabb
    Asked on February 14, 2017 at 8:37 AM

    Emails sent from noreply@jotform.com or even directly from my gmail account to my jotform email (sue@mabbweb.org) do not show up at all (not even in spam), but test emails from other email services (ex. Outlook) directly to sue@mabbweb.org do get through.  The last time I received an email from noreply@jotform.com was Jan 26, 2016.  I have not changed any of my jotform settings.

    Page URL: https://www.jotform.com/build/63184875480970/settings/emails
  • Ian
    Replied on February 14, 2017 at 11:40 AM

    Our best recommendation to avoid email bouncing issues is to use your own SMTP settings for the sender email: https://www.jotform.com/help/244-How-to-Setup-SMTP-for-a-Form

    Please observe your email activity from here on. You may also check your email activity to see the status of the email deliveries from your forms by following this guide: https://www.jotform.com/help/293-How-to-View-All-Your-Form-Email-History

    Let us know if you have more questions regarding the same

  • novastor
    Replied on February 14, 2017 at 1:24 PM

    Mabb, 

    Check whether JotForm has put your target notification email address on its internal "bounce" list. Addresses on the bounce list create a silent failure -- JotForm simply won't send email to addresses on the list and you have absolutely ZERO idea that this has happened.

    See https://www.jotform.com/help/262-How-to-Remove-Your-Email-Address-from-Bounce-List 

    This happened to me and cost me two hours today figuring it out.  Very frustrating that the Notification dialog does not warn that the target email address may be blocked.

     

  • Nik_C
    Replied on February 14, 2017 at 4:04 PM

    @novastor,

    Thank you for sharing this information.

    It is true, there are many reasons why email could end in Bounce list. It is something that happens between the email domains. With the guide that you shared, you can always check if the emails ended in the Bounce list. Additionally, you can refer to this guide on how to prevent such problems: https://www.jotform.com/help/208-How-to-Prevent-Email-Bouncing-Related-Issues.

    Also, what my colleague suggested, regarding SMTP email sender setup, is one way of resolving the problem.

    If you have any further questions please let us know.

    Thank you!

  • novastor
    Replied on February 14, 2017 at 6:29 PM

    Nik_C --

    I discovered this problem by noting that if the notification email addresses are ordered

     (address) (blocked-address)

    then JotForm cheerfully sends notifications.  If the sequence is

     (blocked-address) (address)

    nothing comes through; JotForm apparently abandoned sending notification when it sees the blocked address in the first position and never sends to the second address. UTTERLY. BAFFLING.

    It would be extremely helpful to have forms' notification set-up dialog check the email addresses against the blocked address list and warn before saving the form.  Otherwise, notifications fail silently and the customer is left mystified.  I note dozens of frustrated users/customers on the bulletin boards discussing workarounds or trying to get help.

    FWIW, the form was indeed configured with the noreply@jotform.com as noted in your KB link.

    Some customers may be incapable or unable to set up an SMTP connection, especially if they do not own their email accounts.

    Thanks for the update!

  • Ian
    Replied on February 14, 2017 at 7:42 PM

    @ novastor , Thanks for your feedback.

    I had moved your suggestion in a separate thread at https://www.jotform.com/answers/1066405 and the thread will be attended shortly.