No Autoresponder being received by some applicants

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    Asked on May 17, 2017 at 04:57 PM

    We have set our forms  to email both a notification email and a Autoresponder email

    Some applicants are confirming they received the Autoresponder emails, while others are adamant that they did not receive an email.

    The autoresponder email is set to be sent from

    The forms are also set up to send the data as a line item in a  "Google Spread Sheet" in the cloud. 

    This is working, even for the applicants who say they are not receiving the Autoresponder email. 

    We are receiving notification emails for all applications ,including the ones where the applicants are advising they are not receiving the Autoresponder email. 

    Can you please advise how to resolve the problem






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    Answered on May 17, 2017 at 05:25 PM

    I checked the email logs for your account and the autoresponders for your form do look to be sending.  Here is how to view the logs:

    Are there any specific submissions you can reference that did not receive and email?  Let us know the address that did not receive it and we can check our logs for that specific address. 

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    Answered on May 17, 2017 at 08:24 PM

    Unfortunately it was during conversations at the market and I did not write  names down!  will do in the future

    one i can supply is

    on 1st May 2017


    12 May 2017




    Bill Cairns

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    Answered on May 17, 2017 at 10:45 PM

    Our mail logs shows that the autoresponder was sent to that email address:

    Can you ask the recipient to check the spam folder? 

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    Answered on May 18, 2017 at 06:39 PM

    I have emailed and asked this recipient and one other to check their spam folders and will report in due course.


    It very much looks like some of the autoresponder emails from jotform is being treated as spam.


    Would this reduce if the auto response was set to be email from our own email address?


    What would be the benefils  / negatives of this option?




    Bill Cairns

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    Answered on May 18, 2017 at 09:34 PM

    The custom sender emails are still being sent from our servers which may be treated as an email spoofing by some email providers.

    The alternative and our best recommendation is to try to use your own SMTP sender. The emails will be sent from your email server in this case. 

    How to Setup SMTP for a Form

    If you need any further assistance on this, please let us know.

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    Answered on May 20, 2017 at 12:36 AM

    I have tried, with out success to set up the “auto responder” email to be sent from our own email address which is  (a google gmail business email address)

    look at the settings on the casual booking form autoresponder advanced setting

    I have assumed that in the input of the “SMTP Details”

    Email Address  = our Gmail address?

    Username: = our Gmail address?

    Password = our gmail password?

    I have tried the above but in my testing no autoresponder emails have been received

    Have a look in the jotform “email in History” and you will see all of my attempts!


    Just after saved our gmail info into the advanced jotform input cells I received the following the email from Google.

    On further investigation I ascertained that it came from the IP address identified in the second attachment.


    Was this jotform? 

    Can you identify why the emails are not being sent?


    PS I have checked the spam / junk folders at and they are empty

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    Answered on May 20, 2017 at 04:58 AM

    I checked your SMTP settings and they are correct, what you could try is to change the port to 465 and security to SSL, source link:

    Could you please try to change those and see if the issue persists?

    Regarding the messages from Gmail you got, you could check this article from Google  so you can add it as trust signage.

    We'll wait for your response.

    Thank you!


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    Bill Cairns
    Answered on May 21, 2017 at 12:31 AM

    I have resolved the problem and now have autoresponder sending from our smtp address rather than

    1)  In gmail

    Settings > Forwarding and POP3 OR IMAP tab > selected Enable IMAP

    2)  Saved changes

    3)  In Gmail click on avatar in top right corner

    follow the account link in the drop down that has appeared (need to select arrow down for more options)

    Go to the Security category

    Searched for "Less Secure Apps"

    Enabled "Access for less secure apps"

    4)  Set up "Two Factor authentication" 

    Followed these instructions

    5)  In jotform set up of smtp email used the the password generated as per step 4 above.

    Other settings were as per

    I used the SMTP Port  465

    and set security to SSL

    Autoresponder emails are now being sent from our email address.


    Thanks for you help.




    Bill Cairns


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    Answered on May 21, 2017 at 02:24 AM

    Hi Bill,

    Thank you for taking the time updating us on the status and letting us know that problem had been resolved. The step by step details you provided on how the issue was fixed is very helpful.

    Contact us anytime should you require assistance again.