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    Clients aren't receiving completed answers

    Asked by jennifergsg on July 01, 2012 at 05:20 PM

    I have my forms set up so that if they are partially completed and a client enters their email address, they receive an email with their partially completed answers.  This is all working fine.  However, once the client comes back in and actually completes the form, they are NOT receiving a final copy of their completed answers.  I'm receiving notification of both the partial and the completed answers, but the client needs a copy to.  It's way too labor intensive for me to send the client a copy of their completed answers each and every time (the reason I'm using JotForm is to streamline).  So what's going on?  What needs to happen for my clients to receive a final, completed copy of their answers?

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    Answered by gori-mathew on July 01, 2012 at 05:33 PM



    For your notification problem, can you please try to change your Sender Name to JotForm, and your Sender-Email to noreply@jotform.com and then do a test?

    Did you check your spam / junk folder? You can also add JotMails ip addresses to your mail providers whitelists.

    JotMails IP Addresses

    If this still doesn't work, please do let us know.

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    Answered by jennifergsg on July 02, 2012 at 05:33 PM
    I don't feel like the answer below addresses my question/problem.
    The emails are not ending up in the clients' junk mail folders. They are receiving the first email with their partially completed form, but only I am receiving a copy of their completed form.
    So here's a recap:
    Client partially completes a form and submits: They get a copy AND I get a copy.
    Client accesses their partially completed form via email link, completes, and submits: I get a copy, but they DO NOT.
    I've been really pleased with JotForm and have recommended it to others. But this issue will be a deal breaker for me. Hope we can get it resolved.
    Jennifer Bailey
    Strategist & Change Agent
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    Answered by jeanettebmz on July 02, 2012 at 06:08 PM

    Hello Jennifer

    Thank you for your feedback and for recommending our product

    I also apologize for the inconveniences you are having with your form.

    I have checked it and I think you could set it up using this method

    On this method you need to create both an autoresponder and a thank you method with the link of the session of the user. As stated on the instructions.

    But you can create a conditional logic to send the autoresponder only when the form is completed (when the last field was filled)

    I hope this hint helps you to accomplish what you are looking for


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    Answered by jennifergsg on July 02, 2012 at 08:03 PM
    I've looked at the instructions you sent. Seem very complicated. How is this different from the edit link approach I'm currently using? Also, I need my clients to receive a copy of their partially completed answers (even if they go back into the same form multiple times to add more detail) and the final version. Will the method you're recommending send them an email of their partially completed answers even if they work on the form over multiple sessions?
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    Answered by jeanettebmz on July 02, 2012 at 08:31 PM

    Hello Jenniffer it seems to be complicated but it is not

    The edit link is based on the sessionID and the form ID , and this method calls a session based on the email address. But both will accomplish the same function

    The edit link method should not give you this issue, it should send the autoresponder everytime they submit the  form.The other method also involves the autoresponder

    Taking a deeper look into your form , I think you should leave the form the way it is, but create a second identical autoresponder . Add a required field at the end, after the email address and when this field is filled , then send the second autoresponder.

    Please give a try to these instructions

    1.Click on “Setup & Embed” tab

    2. Then click on  Conditions



    2. Choose Send an email after submission, in order to stablish the conditional :


    4. Choose the fields you wish, so they will accomplish the condition. Then, the autoresponder  you wish to be sent to


    This should sort out the issue



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    JotForm Support

    Answered by jonathan on July 02, 2012 at 08:57 PM


    Hi, I would like to add information on what jeanette had already provided.

    I understand the original reason of your question and I would like to answer that.

    As you had already noticed, the autoresponder email will only be provided 1 timer to the form responder, and while to you, the creator could be notified everytime the form is updated/edited by the responder.

    Please check images for details.

    Notification emails of the EDIT made on the form


    The responder/client only received the one autoresponder email notification no matter how many times the form was updated/edited.


    As the owner/creator of the form I got email notified on the number of times the form was edited/updated through the Edit_Link included in the original autoresponder email received by clients

    This is the intended process for the autoresponder to prevent spamming that can originate from an autoresponder email.

    If you look at the form process, I can put any other email address on the email field... if the autoresponder will forever repeat its sending, then I can easily spam/bomb somebody's email account.

    If the client realy want to edit/update the form more than 2x, they can always go back to the original autoresponder email and click on the link. They will still see all the edits/updates they did on the form.

    What I can suggest is for you to is include additional context or message in your email for the clients, that if they do intend to edit/update the form multiple times, they should go back to the original autorespond email.

    Hope the information help as well. Please inform us if you need further assistance.


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    Answered by jennifergsg on July 03, 2012 at 04:38 PM
    Hi Jonathan,
    Thanks for trying to add to Jeanette's answer. Unfortunately, when the client goes back to the original autoresponder email to add to / edit their answers, only I received a copy of the revised answers. The client did not receive an updated version of her revised answers.
    I'm certainly not spamming my clients, so disappointed that the edit link isn't going to work for my clients updating their forms. Not sure I'll be able to continue using JotForm.
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    JotForm Support

    Answered by jonathan on July 03, 2012 at 06:25 PM

    Hi Jennifer,

    "Unfortunately, when the client goes back to the original autoresponder email to add to / edit their answers, only I received a copy of the revised answers. The client did not receive an updated version of her revised answers."

    The Edit_Link was supposed to work this way -- The clients will NOT recieve notifications anymore, BUT they will be seing the revisions/updates they DID when the Edit_Link is used. They can used the Edit_Link multiple times, and THEY WILL see all the edits/updates they did.

    If the Edit_Link is NOT allowing your clients to see the revised/updated form, then this must be a glitch that should be attended to.

    I CAN see the revisions/updates (as client) no matter HOW MANY times I go back to the Edit_Link and updates the form.

    Truly sorry if I am misunderstood. I am certainly not saying you were into spamming your clients. I am merely addressing your inquiry on the process as to why you can repeatedly recieve the autoresponder and your client DO NOT everytime a form is edited/updated via Edit_Link. And I explained the reason for that.

    I checked your form thoroughly, and I found no fault in it. The issue that you encountered wherein the Edit_Link will not allow me to see the updates/edits I made on the form is something I could not reproduce.

    I hope you can consider checking the form again and provide us updates.

    Thank you for your understanding.