Not receiving confirmation mails and Google sheet no longer updating

  • Profile Image
    GavinKennedy
    Asked on May 30, 2017 at 05:48 AM

    Good day

     

    I have set my form to send FOUR emails when a submission is received.

    Only the first of the 4 is getting the mail gavin@kennedy.co.za
    (
    yes I'm using the noreply address as the send)

     

    Also, the Google sheet did not get updated with the most recent submission :-(

     

    Where am I going wrong and how do I remedy both f these problems?


    Many thanks

     

  • Profile Image
    amy
    Answered on May 30, 2017 at 07:25 AM

    Hi,

    1- I would like to inform you that test emails are only sent to the main email of the account. As your Jotform account's email address is gavin@kennedy.co.za, you can only send test emails to this address. 

    If you want to check whether form submissions are being sent to all specified email addresses, you should fill the form manually and send a submission by yourself. However, this affects your form usage limits.

    If you want to check if your emails are being sent successfully, you can check the email logs.

    How to View All Your Form Email History

    2- Our apologies for any inconvenience. I would like to recommend you to remove your current Google Sheets integration and re-integrate a new one. Your all submissions will be imported again and this should resolve your issue.

    If your problem persists, please let us know so that we inspect it in detail.

    Thank you for writing to us.

    Kindest Regards.

  • Profile Image
    GavinKennedy
    Answered on May 30, 2017 at 07:37 AM

    Thanks for the speedy and detailed response.

    It was not a TEST but an actual submission. The history reports success but 3 of the 4 were not received :-(   Only the 1st address was received.

    I dis- and re-connected Google Sheet and back on track - thanks :-)

    Gk

     

  • Profile Image
    amy
    Answered on May 30, 2017 at 08:10 AM

    With pleasure!

    Would you please share with us the email addresses you have claimed that you are unable to receive submissions? Also, would you please check their SPAM folders? If you find our emails in your SPAM folder, please mark them as not SPAM.

  • Profile Image
    GavinKennedy
    Answered on May 30, 2017 at 08:14 AM

    Thanks.

    I did check all three spam folders, not in there :-(

    They're pop mailboxes not gmail.

    gershom@eduinc.co.za

    jax@eduinc.co.za

    info@eduinc.co.za

    Thank you

  • Profile Image
    amy
    Answered on May 30, 2017 at 08:58 AM

    I have cloned your form on my end and set receiver as email addresses which you have specified. Also, I sent test submissions both on your form and my cloned form. When I check the logs, it seems that my test submissions had been sent successfully. 

    Due to the fact that this issue is not directly associated with JotForm, we cannot do anything then advising couple actions to reduce the chance of recurrence. Would you please check our user guides:

    Whitelisting JotMails IP Addresses

    How to Setup SMTP for a Form

     

  • Profile Image
    GavinKennedy
    Answered on May 30, 2017 at 09:34 AM

    I have received only ONE of your two tests on all email addresses.

     

  • Profile Image
    GavinKennedy
    Answered on May 30, 2017 at 09:42 AM

    These two addresses are still showing despite being deleted.

    I could not get SMTP to work so rolled back.

    Perhaps this is the error?

    Thx

     

  • Profile Image
    Welvin
    Answered on May 30, 2017 at 11:16 AM

    The Custom Sender Emails are no longer there, so I'm sure you've figured it out already. 

    Our notification email allows you to add up to 10 recipients. But this seems to be not working for you so I would suggest creating a separate notification email for each recipient. You can duplicate the existing notification then just edit the recipient box, keep one (1) only.

    Also, you've mentioned that the emails are accessed as POP. Please note that POP doesn't fetch spam messages by default. If the emails are configured not fetch the spam, I would suggest checking the webmail account instead of the POP to check the emails. I suspect the emails are there in the spam/junk folder. 

    Lastly, add noreply@jotform.com to your safe sender or contact list. This would whitelist Jotform to each of the recipients and would help them receive the notification email.

    I hope that helps. 

  • Profile Image
    GavinKennedy
    Answered on May 30, 2017 at 12:55 PM

    Thanks for the suggestion.

    I have duplicated and made a series of "single send" mails now.

    I await the next response and will be delighted when everyone gets their mail :-)

    Fingers crossed!

    Gk

    NNTR

  • Profile Image
    Kiran
    Answered on May 30, 2017 at 02:12 PM

    Great! Please check and let us know if you need any further assistance. We will be happy to assist. 

  • Profile Image
    GavinKennedy
    Answered on June 07, 2017 at 03:28 AM

    Hello again

    Sadly the problem is not yet resolved :-(

    We did a test submission this morning on this form and received NO emails.

    We have another form running and that worked perfectly, we all got the mails.

    Please help us to get this resolved.

    Thank you

     

  • Profile Image
    GavinKennedy
    Answered on June 07, 2017 at 04:03 AM

    Hi

    I cloned the offending form and tested the clone and that works.

    I'll stop using the original and switch over all links to the new one.

    Thx