Why I'm not receiving submission emails?

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    PremierWellness
    Asked on February 22, 2017 at 11:30 AM

    Hello, we are using your JotForm on our website: http://premierwellnesscenters.com/pw-Contact-Us.aspx

     

    But even after changing the notification email, the client says they are not recieving submissions. Can you look to see if there's anything in the account I need to change to get this working? Thank you!

  • Profile Image
    Nik_C
    Answered on February 22, 2017 at 01:55 PM

    Hello,

    I checked our email logs and according to them emails were sent:

    And I saw that you have three notifiers created but no Autoresponders, so I'm not sure if you're referring to the emails that you're receiving or the emails that your submitters should receive?

    We'll wait for your response.

    Thank you!

  • Profile Image
    PremierWellness
    Answered on February 22, 2017 at 04:46 PM
    Well the client is saying they arent receiving emails to that frontdesk1@
    premierwellnesscenters.com email. Could it be on their end?
    ...
  • Profile Image
    Nik_C
    Answered on February 22, 2017 at 06:00 PM

    Thank you for clarifying. I checked that email again in our logs and they are marked as sent. Could you please check with your client if those emails ended in Junk/Spam folder by any chance?

    We'll wait for your response.

    Thank you!

  • Profile Image
    PremierWellness
    Answered on February 27, 2017 at 11:46 AM
    Hello, the client said they are not going to their junk box.
    ...
  • Profile Image
    PremierWellness
    Answered on February 27, 2017 at 11:46 AM
    From client just now: "Sorry just saw an email that they did receive some
    test emails that day around 2pm ( just catching up on my email). Looks
    like maybe it's working, just not with tests sent from their own network?"
    ...
  • Profile Image
    Kevin_G
    Answered on February 27, 2017 at 01:01 PM

    I have checked again your email address and found all emails are being sent, as shown by my colleague above, I can also see the email address is not in our bounce list: 

    I would suggest you to take a look on this guide that will help you to know why emails may not be sending: https://www.jotform.com/help/364-Why-I-am-not-Receiving-Email-Notifications 

    If the issue still persists, please ask the email provider to white-list our IP addresses, this will help to avoid emails being blocked due to any security filter: https://www.jotform.com/help/145-Whitelisting-JotMails-IP-Addresses 

    Another way to avoid emails being blocked is by setting up a custom sender email address using the SMTP method, this way you will have more control over the emails and how they're sent:  https://www.jotform.com/help/244-How-to-Setup-SMTP-for-a-Form 

    Hope this helps.