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  • Profile Image

    Confirmation notices are not being received

    Asked by fybeauty on April 19, 2017 at 09:15 PM

    Hi 

    I just created a form for people to register for an event. I added a paypal section as well. However while testing I am not receiving any confirmation and the person who registered is not receiving confirmation from the form. The only confirmation received is for Pay Pal payment going through. That's all. How do I fix this?

     

    Page URL:
    fybeauty.com/getblended

  • Profile Image
    JotForm Support

    Answered by jonathan on April 20, 2017 at 03:03 AM

    If you were just testing the Email of the form Notification, the test email will always only be sent to your account email.

    User guide: https://www.jotform.com/help/314-How-to-Properly-Add-Change-and-Test-a-New-Email-Recipient-Address

    OR

    If you were testing the Paypal payment and did not completed the actual payment, the incomplete submission payment will not trigger the email alert. 

    User guide: https://www.jotform.com/help/273-How-to-Setup-Incomplete-Payment-Notification-E-Mail

    I checked your form https://www.jotform.us/form/71086471619158 and I noted that it doesn't have an existing completed submission yet at this time. 

    So I think either of the 2 scenario I mentioned above was the reason you were not getting notification email from the form.

    Hope this help. Let us know if there's more we can assist you with.

  • Profile Image
    JotForm Support

    Answered by jonathan on April 20, 2017 at 03:03 AM

    If you were just testing the Email of the form Notification, the test email will always only be sent to your account email.

    User guide: https://www.jotform.com/help/314-How-to-Properly-Add-Change-and-Test-a-New-Email-Recipient-Address

    OR

    If you were testing the Paypal payment and did not completed the actual payment, the incomplete submission payment will not trigger the email alert. 

    User guide: https://www.jotform.com/help/273-How-to-Setup-Incomplete-Payment-Notification-E-Mail

    I checked your form https://www.jotform.us/form/71086471619158 and I noted that it doesn't have an existing completed submission yet at this time. 

    So I think either of the 2 scenario I mentioned above was the reason you were not getting notification email from the form.

    Hope this help. Let us know if there's more we can assist you with.

  • Profile Image

    Answered by fybeauty on April 20, 2017 at 07:43 AM
    They came thru much later than they were supposed to. I did process
    payments through paypal. This was around 830 est. The confirmations came
    through around 1230 am.est. is that normal?
    ...
  • Profile Image

    Answered by fybeauty on April 20, 2017 at 07:43 AM
    They came thru much later than they were supposed to. I did process
    payments through paypal. This was around 830 est. The confirmations came
    through around 1230 am.est. is that normal?
    ...
  • Profile Image
    JotForm Support

    Answered by liyam on April 20, 2017 at 08:03 AM

    Thanks for the information, fybeauty. 

    We do not consider the length of time of 4 hours for your email alerts to land on your inbox to be normal. We usually receive the email alerts as soon as the submission gets completed. But there are lots possible reasons for this.

    It may be the email sender which may be due to the large number of requests, would end up in queue. Another possible issue is about the traffic that the receiving mail server would be experiencing at the time the email alert is sent. Sometimes it would be a routing issue which sometimes transmission would require a rerouting if there is a downtime on the usual paths for transmission of your email. A reroute takes a while to find a new path towards a destination (similar to a car travelling to a place where along the way reaches to a broken bridge which then he needs to find a new road to travel).

    In any case, feel free to observe further. If you are receiving payment submissions from a form with a Paypal field, you should also receive an email coming from Paypal informing you of a payment received. 

    If further delays happen, please let us know.

    Thanks.