Form Submission Email Not Sending

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    Asked on April 24, 2017 at 01:50 PM

    I have a unique situation where one of my forms is not sending submission emails but my log is reporting it as sent. #22295910414955 says in the log that it was used twice today but no one received the submission email. So I looked in my log and it's saying that it was sent. Again, no one in our office received it. 

    This is a form that is used daily and every day our management team receives the submission emails. Today was the first time I've seen a submission email marked as sent in my log and not received it. Please let me know if this is a system issue. Thank you!

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    Answered on April 24, 2017 at 01:53 PM

    Also, this is the only form that is behaving this way.

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    Answered on April 24, 2017 at 04:36 PM

    If I am understanding you correctly it seems to me that you are referring to your management team for the mentioned form with this problem not receiving emails of new submissions even though the email history shows it is sent, correct?

    I have checked your form and I see you have several email recipient addresses listed on this form as conditional emails.

    Are all of those email recipients having this same problem? Or which ones aren't receiving anything form the form?

    Have they tried checking their spam/junk folder to make sure it didn't end up there?

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    Answered on April 24, 2017 at 05:10 PM

    You are correct. However, none of the email addresses assigned to this form received the submission email.

    Yes, we checked spam folders.

    We use this form every single day. Until today, this has never happened. If it doesn't send or fails, the log reflects it. We changed nothing on our end, no settings, etc. and none of the addresses received it.

    I can also point out that this issue is specific to this form. All our other forms are working properly both internally and externally.

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    Answered on April 24, 2017 at 10:04 PM

    Thank you for the update. 

    I have now checked your form and it seems properly set up, I have submitted it and noticed the email indeed shows as sent, upon checking each individual email address  in our bounce list I can see none of them is in which means you should receive the email notification. 

    In order to troubleshoot the issue, could you please set up email notifications as follows: 

    1. Try adding an email notification that is not related to any condition, include the email addresses where you're not receiving emails currently. 

    2. Add a new email notification exactly like the one above, but set up the sender to default, either or

    Please, let us know the results of the tests, also let us know if you received the testing submission, it may also be a temporary issue or emails may also be sent delayed. 

    We will wait for your response.