Our email keeps going onto the bounce list.

  • Profile Image
    PCRC
    Asked on March 13, 2017 at 06:13 AM

    Hi,

    I have contacted you previously about this issue but it is still not fixed. Our email events@prostate-cancer-research.org.uk keeps going on the bounce back list, meaning that we are not receiving notifications when someone fills out our forms. As a charity using this for event and fundraising lead sign ups, this is a big issue, as we need to know when to contact people straight away.

    We are paying for this service but not benefiting from it!

    As suggested, I have removed our email from the bounce back list several times, however this has only ever been a temporary fix of a couple of hours. Then it goes back on.

    Our email address inbox is not full, there is no reason why it should go on the bounce back list as far as I can see.

    This email is the only email we can use in order to receive notifications, so it needs to stay off the list. Please can you help me with this?

    Kind regards,

    Lauren Ward
    Prostate Cancer Research Centre

  • Profile Image
    Welvin
    Answered on March 13, 2017 at 11:29 AM

    My colleague provided you the reason on your previous thread regarding the same matter. It says that our emails are detected as spam, so that's why your email hosting has rejected the emails. In most cases, this is just a temporary solution so I'd say yes to that. In the same previous thread, my colleague provided you a guide on how you can permanently fix it. Here's the guide again:

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

    In the guide, it says the following: 

    1. Add noreply@jotform.com to your safe sender or contact list.

    2. Whitelist our IP and Mail server domains. You can find our list here: https://www.jotform.com/help/145-Whitelisting-JotMails-IP-Addresses.

    You have to ask your hosting provider if you do not have the option to do these things in the email account.

    Let us know if you need further assistance.