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We believe that if one user has a question, there could be more users who may have the same question. This is why many of our support forum threads are public and available to be searched and viewed. If you’d like help immediately, feel free to search for a similar question, or submit your question or concern.


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    Notification Emails Intermittently Failing

    Asked by alexandra_otabo on May 16, 2017 at 05:25 PM

    Hi JotForm,

    Some of our inquiries are not being sent through to email. There is not an immediately visible pattern in the inquiries that didn't make it through. I've seen mention of an email log, but I am not sure how to access this. Can you provide some insight?

    Thanks!

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    JotForm Support

    Answered by david on May 16, 2017 at 05:37 PM

    I checked your account history and did not see any failed emails.  Since the forms are shared with your from another account, you would not have access to the email history for that account.  If you log in to the account that shared the forms with you, here is how to view the email history:

    https://www.jotform.com/help/293-How-to-View-All-Your-Form-Email-History

    If you have an example of specific submissions that did not send emails, we can check our logs to see if they were sent from our end. 

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    Answered by alexandra_otabo on May 16, 2017 at 05:45 PM

    Hey David,

    Submissions made under the company names Glam International, Ze'Leste, and Parallel Shoes did not come through.

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    JotForm Support

    Answered by david on May 16, 2017 at 05:53 PM

    I checked our logs and it looks like those did trigger emails:

    Check your spam/junkmail folder just in case they were filtered there.  As far as I can tell though, the emails are being sent without interruption.

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    Answered by alexandra_otabo on May 16, 2017 at 06:08 PM

    These are going to a shared address on our business gmail, which I don't believe has a central spam folder - though correct me if I'm wrong! (None of the users sharing this address have any of these emails in their personal spam folders, so assuming they don't get delivered there.) Is there another way we could check on this?

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    JotForm Support

    Answered by david on May 16, 2017 at 06:12 PM

    All we can see on our end is whether or not delivery was successful.  According to our logs, the emails are sending successfully.  If the emails are being forwarded from that address it may have failed when forwarding.  The emails did hit collaboration@otabo.com.

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    Answered by   on May 24, 2017 at 11:51 AM

    For anyone that may find this thread due to the same issue, the only way to view the spam folder on a shared account is by logging in as that account. Unmarking them as spam in that folder will send them back to that account's inbox, but doesn't seem to send it on to the users who can receive/send mail as that address. Forwarding has to be done manually.

    To fix this issue, the email or domain name needs to be whitelisted from that main account. Whitelisting from other user's accounts will not prevent the emails going to spam.

    Still no idea why random notification emails were getting flagged by Google, but I'll pick my battles.