Why did Jotform not send an email?

  • 3dhubs
    Asked on April 3, 2017 at 9:03 AM

    Our client filled in the jotform on our website, and our CRM tool created the box for it, as it does normally, but the automated e-mail that is supposed to be sent, did not. We thought it might have been due to the foreign character in the users name, but upon trying it ourselves, there was no issue. 

    Page URL: https://www.3dhubs.com/managed-services
  • carlosmdams
    Replied on April 3, 2017 at 9:10 AM

    I understand 3dhubs, if you want to create an autoresponder email you need to follow up these steps: https://www.jotform.com/help/26-Setting-Up-an-Autoresponder-Email

     

    If your problem is that you are not receiving a submission message to your email, then you should check out if you are in a bouncing list. I recommend you to use these 2 articles in order to solve out that situation: https://www.jotform.com/help/364-Why-I-am-not-Receiving-Email-Notifications and https://www.jotform.com/help/262-How-to-Remove-Your-Email-Address-from-Bounce-List

  • 3dhubs
    Replied on April 3, 2017 at 9:28 AM

    Thanks Carlos -- We think it's a bug in Jotform. We've received an automated email for every other submission through Jotform, except one, and we can't figure out why. 

    The submissions was done through our 'Managed Service' form and it came from "Fatou Lô". 

    Can you take a look (open a ticket) and determine why no autogenerated email was sent, and if this will happen again?

    PS -- I can confirm the email did not go to spam.

    Thank you

  • carlosmdams
    Replied on April 3, 2017 at 9:35 AM

    Sadly I can't create an email 3dhubs, you will need to wait for Support to check this thread. Or you can actually use Contact Us and let them know, even though, I was really glad in trying to help you.

  • 3dhubs
    Replied on April 3, 2017 at 9:42 AM

    That's precisely what we did (used the Contact Us link) and ended up on this page.

  • Kiran Support Team Lead
    Replied on April 3, 2017 at 11:25 AM

    I have checked your email address in the bounce list and it is not listed there. The email notifications on the form Managed services quote form seems to be working fine. You may check the email history log to see which emails are failed. Also, please follow the guide below that can help you with troubleshooting with email delivery issues.

    http://www.jotform.com/help/208-How-to-setup-email-alerts-to-prevent-email-bouncing-related-issues 

    If you still notice any issue, please try setting up an SMTP email account to send the emails for your notifications. 

    Let us know if you need any further assistance. We will be happy to assist.