What is JotForm?
JotForm is a free online form builder which helps you create online forms without writing a single line of code. No sign-up required.

At JotForm, we want to make sure that you’re getting the online form builder help that you need. Our friendly customer support team is available 24/7.

We believe that if one user has a question, there could be more users who may have the same question. This is why many of our support forum threads are public and available to be searched and viewed. If you’d like help immediately, feel free to search for a similar question, or submit your question or concern.


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    Why is our email address suddenly on the bounce list?

    Asked by RubNRestore on March 22, 2017 at 03:36 PM

    Wondered why we weren't getting any inquiries the last few days. Turns out we were, the customers were receiving the auto reply, but we were never receiving the submissions and not responding personally to these customers. I know of at least two, but it's been nearly a week, and I'm not sure how much business we've lost as a result. We have not exceeded our monthly usage.

    PLEASE HELP!

    Page URL:
    https://www.rubnrestore.com/contact-us/

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    JotForm Support

    Answered by Mike on March 22, 2017 at 07:46 PM

    An email address is basically added to our bounce list when we receive a rejection message from recipient email server upon an email delivery attempt. Unfortunately, we cannot check the exact bounce reason message since the email address is no longer listed in our bounce list. If you notice the issue again you can contact us to check the bounce reason message.

    If our sending method does not work well with your email provider, our best recommendation is to use your own SMTP sender on forms.

    How to Setup SMTP for a Form

    The sending process and bounces will be handled by your email server in this case.

    If you need any further assistance, please let us know.

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    Answered by RubNRestore on March 23, 2017 at 01:01 PM

    Thanks, Mike! I'll look into this and probably implement it. 
    Our email is on GoDaddy's system. Been meaning to switch over to Google or something else, but it's not the highest of business priorities. Maybe this is the source of the problem. 

    Any thoughts on the attached screenshot? This is a new error tied somehow to the form. I'm getting our webdev folks to help out, but curious if you have any thoughts as well. 

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    JotForm Support

    Answered by BJoanna on March 23, 2017 at 03:52 PM

    I am not sure if that caused your issue. 

    Best way to prevent bouncing of your emails is to use your own email address and set SMTP, as my colleague mentioned. 

    You can also check this guides: 

    How to setup email alerts to prevent email bouncing related issues

    Why I am not Receiving Email Notifications?

    Feel free to contact us if you have any other questions.

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    Answered by RubNRestore on March 24, 2017 at 11:26 AM

    Thank you! I've set SMTP settings and had a successful test email. Looked at the other articles you sent, and I think everything is optimized. Hopefully we won't bounce again. Thanks for the great tech support!

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    Answered by RubNRestore on March 28, 2017 at 05:20 PM

    Hello, got an email today stating:
    There was an error on your SMTP configuration. Due to that error, our system
    automatically changed your email sender's address for your form ID
    70447336380153 to noreply@jotform.com to prevent issues arising from your
    account.

    I have double checked the settings but do have a couple questions:
    We have one notification and an auto reply. Should one be set to incoming and the other outgoing? If so, which one? The hostnames and ports are different for incoming and outgoing.

    If this is the case, is there a way (perhaps stating a different username?) to maintain these different settings for the same email address? My concern is that one overwrites the other and applies to both forms and then creates an error.

    Thanks very much for the great tech support!

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    JotForm Support

    Answered by Mike on March 28, 2017 at 08:24 PM

    It should be outgoing server only. Please note that username should be usually your full email address.

    Please give it a try and let us know if you need any further assistance.

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    Answered by RubNRestore on March 29, 2017 at 07:27 PM

    Thanks, Mike. I migrated from GoDaddy's obsolete webmail to Gmail today and configured the new SMTP settings, so hopefully it works!


    That being said, when I had previously configured the SMTP settings for GoDaddy's webmail, the test would be successful and then I'd receive an SMTP error within 1-3 days.

    Also, when I go into add a new sender email, it never lets me view the settings or confirms that my new settings overwrote the old ones, so I can't double check that it propagated, FYI.

    Keeping fingers crossed!

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    Answered by Ian on March 29, 2017 at 11:26 PM

    Keep us posted if you encounter the issue again.

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    JotForm Support

    Answered by Mike on March 31, 2017 at 09:15 PM

    Me again. Getting the same error even on Gmail/Gsuite. I used the same credentials here: https://www.jotform.com/help/244-How-to-Setup-SMTP-for-a-Form

    Again, JotForm's system does not allow me to view or edit the information previously entered to see that it correctly overwrote the old bogus stuff (or that I didn't make a mistake). 

    Could it be an error with something on our website's end? 

    I'd really like to continue using JotForm's service, but this problem is driving me nuts, and I have to ensure that we don't end up on the bounce list again, not receiving or responding to customers for a week. 

    Please advise.

    I was able to reproduce the issue with Gmail SMTP. However, re-adding the SMTP sender solved the issue on my end, so you may try the same.

    1) Remove the SMTP sender from Account Settings page.

    https://www.jotform.com/myaccount/settings

    2) Add the SMTP sender back from Emails section of the form.

    Your current SMTP settings look good. Here is another example.

    Also, make sure that 'Allow less secure apps:' option is set to ON for your Gmail based account.

    Allowing less secure apps to access your account

    Thank you.