- UKPAsked on March 15, 2017 at 09:33 AM
I create websites for my clients and pay Jotform to use your forms within my websites.
One of my clients has noticed that over the past month (or more) he has not been receiving any enquiries through his website. He thought it was a little strange and increased his advertising.
I have just checked his form and had a friend check it, too, only to find that although the JotForm system is logging the entries his potential customers are making, the enquiries are not being sent forward to his business email address. I have seen that he has numerous enquiries on the system from potential customers that he has now lost. These are enquiries that would have been very profitable for him and, as you can probably imagine, he is very concerned about this.
I have deleted and re-added his email address to see if this would help to reset things, but to no avail. Please could you check to see if there is any error with JotForm at your end.
I have a great many forms created with JotForm that are installed on my client's websites. I am extremely worried that this may be happening with their forms too and that all my customers could be losing business due to this.
Please could you advise me of the situation as soon as possible.
- KadeJMAnswered on March 15, 2017 at 11:59 AM
Hi Steve, we do apologize for the trouble you are having with your client losing business over not receiving emails of new form submissions.
After investigating this I found this was due to the fact that your client's email address for his form that is embedded on his website ended up in our bounce list:Result: email@example.com is IN the bounce list
Reason(s) : smtp; 522 email sent from (2xx.x26.1xx.1xx) found on industry
It appears there was a problem with the SMTP setup that was being used at the time so that forced our outgoing emails to cease and placing his email into our bounce list. I've removed it now but you can refer to the following guides below for more help:
Also, you can keep an eye on this by checking your email history and if you notice his email address or any of your other clients listed in our bounce list we have an email tool that allows you to remove it if needed.
- UKPAnswered on March 15, 2017 at 02:22 PM
Thank you for your response. I was completely unaware of the whole bounce list thing.
Why is the account holder not contacted when their email address is added to the bounce list? You are a company that allows people to send out auto-emails in a multitude of circumstances. Surely it would not be too difficult to set up a feature to send a warning to an alternative email address the user submits on signup.
My client has lost thousands of pounds worth of business due to this, and this whole situation has left myself and my business looking extremely unprofessional.
I'm a paying customer and JotForm have not done what I have paid them to do. I am very angry about this... But not as angry as my poor client who has been struggling financially at the start of this year, realised he wasn't getting as much business (because of a failed JotForm) and then paid MORE money (that he didn't have) to increase his advertising, thinking that that would solve the problem. He has just gone through all the unsent messages from potential clients that were asking for his services and after a count-up he has ascertained that he has missed out on over 80 clients who would have each paid an average of £800!!!
Something needs to be done about this.
- JotForm SupportdavidAnswered on March 15, 2017 at 04:51 PM
Addresses are placed on our bounce list due to rejecting emails. The problem with notifying an email address that it is rejecting email is it is likely to reject that notification as well.
If the account email address is placed on the bounce list, there will be a pop-up notice each time you visit the "My Forms" page. All form data is also stored in your JotForm account in case of circumstances like this and can always be accessed from there.
It is possible to set up email to be sent from your own address via SMTP instead of sending from ours:
This will take our email services out of the equation.
- UKPAnswered on March 16, 2017 at 01:26 PM
As I have explained, the form in question is directed to send all emails to my client's email address, not the "account" email address, which is mine. Therefore, I received no such pop up or notification.
As a company offering the service you do, it is unreasonable to expect your customers to have to constantly check their account to check whether you have or haven't added their email address to the bounce list.
As I explained in my previous message, if you were to take an alternative email address at signup (as well as a primary), an email could then be sent to the alternate when any recipient email address is placed on the bounce list.
There is so much money at stake when something like this happens that, frankly, I'm shocked that you have not addressed this issue in the past. My client has lost thousands and now he is gunning for ME!
I will certainly be looking into using my own address to send future messages, however, right now I'm not happy, and neither is my client and I would like to discuss some sort of recompense for him. I pay for a service you have not delivered and my client has been severely effected by your lack of communication regarding a very serious failure. You need to address this; it's the right thing to do.
- JotForm SupportdavidAnswered on March 16, 2017 at 02:49 PM
I will forward your request to our developers to see if something else can be added as a notice for email addresses that are not the default account email.
We will let you know if there are any updates to the request. It would agree that some sort of notice should be included.
If there is anything not covered there, let us know and we will clarify whatever you'd like.