Why don't I receive submissions by email

  • Profile Image
    Raejean Prather
    Asked on July 05, 2012 at 01:21 PM

    I am not receiving email notifications when a customer fills out my forms. I used to get email notificaitons prior to the US taking down the JotForm site. Could it be related? 

    Here is the link to one of my forms on my site, but all of my forms are having the same problem. http://shadowstreasuretrunk.com/Birthday_Club-W3.aspx

    I have contacted my email provider and they sent me this email asking for more information.

    Hello,

    Thank you for contacting CenturyLink.

    We need to send a ticket to our Email Support Team in order to correct your issue. We need the following information in order to help you with this.

    1.     Sender’s e-mail address

    2.     Recipient’s e-mail address

    3.     Date(s) of failed delivery

    4.     Complete copy of the e-mail message that failed to be delivered (including any signatures), and its FULL headers

    5.     Complete copy of the bounce back/rejection/delivery failure message(s)

    For help with the headers please click here (this is not a CenturyLink site thus CenturyLink is not responsible for any information or actions as a result of your consulting this site)

    http://www.abika.com/Reports/Samples/emailheaderguide.htm

    Please make sure to copy and paste the questions into your reply with your answers. If you attempt to fill out the form as is nothing will come through to us. If you have trouble getting all of this information into your reply you can also email qhelp@centurylink.com with the subject line as this case number.

    We will contact you at this email address if they have further questions or we have resolved your issue. Please allow 48-72 hours for resolution.

    I hope this helps. If not or if you have any further questions that we can be of help with, please feel free to reply back to us, chat with an online agent or calling us.

    Chat - M-F 630a-11p MST - Go to http://ctlhelp.com “Need Help - Click for Live Tech Support”

    Call - 24/7 1-800-247-7285 or 888-777-9569

    Thank you,

    CenturyLink Technical Support.

     

     

  • Profile Image
    Goldo
    Answered on July 05, 2012 at 01:31 PM

    Your email address shadowstreasure*****@*.com is in our bounce list and I have removed it.

    Below is the reason why it's blocked.

    Reason(s) : 5.3.0 - Other mail system problem 554-'5.7.1 [P4] Message blocked due to spam content in the message.'

    It seems that your provider blocked the notification. Provide the information to them and they should be able to sort it for you.

    May we kindly ask you to add noreply@jotform.com in your safelist and add whitelist the following Jotform IPs to prevent this from happening again.

    188.138.116.138
    107.20.173.204
    174.34.57.218
    174.34.57.216
    174.34.57.214
    174.34.57.219
    208.117.50.251
    85.25.117.56

    Hope that helps.

  • Profile Image
    Raejean
    Answered on July 05, 2012 at 04:29 PM

    Hi, I have forwarded your response to Qwest now CenturyLink, I have asked them WHY they blocked my email address as SPAM... Ever since Century Link took over we have had problems with our internet and email service. First we found out that they gave us an IP address that was on some blocked list, now this :-(...  I will let you know what they say when they respond... Thanks for your help!

  • Profile Image
    Mike_T
    Answered on July 05, 2012 at 06:35 PM

    Let me please explain this.

    They did not block your email address, but they blocked email messages that were sent from noreply@jotform.com to your shadowstreasure*****@*.com email address, due to some "spam" content.

    I hope that they can whitelist noreply@jotform.com email, so this issue will not happen again.

  • Profile Image
    Raejean
    Answered on July 05, 2012 at 08:04 PM

    ok, thanks for clearing that up. I have asked them to Whitelist Noreplay@jotform.com as well as the IP addresses but I dont think they will :-(, I am still waiting for CenturyLink to respond! I did add noreply@jotform.com to my safe list.

  • Profile Image
    idarktech
    Answered on July 06, 2012 at 12:32 AM

    Ok, just update us here if anything goes wrong so we can further assist you. In case they can't whitelist the said IP Address, switching to another email service provider is the best option. Nevertheless, let's hope that everything would be fine :)

    Thanks.

  • Profile Image
    Raejean
    Answered on July 06, 2012 at 01:09 PM

    I have not heard from Qwest/CenturyLink about my support ticket, however i did test my JotForms a moment ago and did get the notification from JotForm that the forms were completed. I am not sure if it was JotForm removing me from a SPAM list or that my email provider did something and hasnt updated me yet. I did contact Qwest/CenturyLink asking for an update and have given them all the information that JotForm has given me. If I keep running into this problem I will need to change my email provider or find another forms provider that wont be blocked by my provider :-(! I guess I dont understand why my email provider would do this :-(

  • Profile Image
    Goldo
    Answered on July 06, 2012 at 01:59 PM

    Your email address is in good standing at the moment and it should work fine. Not unless your email provider once again blocks the messages sent from noreply@jotform.com.

    Here is hoping that they whitelisted noreply@jotform.com from their end. Let us know for updates Raejean.