Why did Jotform not send an email?

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    Asked on May 31, 2017 at 04:45 AM

    Hello Jotform,

    Over the last couple weeks we've noticed that there have been a number of times where jotform did not send the email it is supposed to. When a customer fills out our jotform, it sends an email to our inbox and through zappier and streak a box is created in our CRM. We've been catching on to jotform not sending the email because the box gets created but no emails that correspond with it. 

    When this happens, I have to go into the submissions and forward the email manually, which half of the time doesnt even work properly. Therefore I usually end up having to forward it twice. 

    As you might imagine, this is quite annoying to deal with and frustrating to use a service that doesnt function the way it should. Is this a common issue?


    - Michiel

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    Answered on May 31, 2017 at 05:11 AM

    Apologies for the inconvenience.

    May we know which form/s you are missing email alerts? Here's a general guide to further troubleshoot in your end: https://www.jotform.com/help/364-Why-I-am-not-Receiving-Email-Notifications

    To check the status of your email alerts, please refer to this guide: https://www.jotform.com/help/293-How-to-View-All-Your-Form-Email-History

    Let us know if that helps. 

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    Answered on June 06, 2017 at 08:43 AM
    That did not really help. Its all set up properly because for the majority
    of the time it works fine. Just every 15th jotform (an estimation) doesn't
    get forwarded properly.
    Then also when I manually forward it, half the time it doesn't send an
    email so I have to send it twice.

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    Answered on June 06, 2017 at 09:50 AM

    First of all please accept my apologies for any inconvenience.

    Please note that if you are having issues with the current sender, you may consider setting up SMTP for your form, in order to get our servers completely out of the equation and have your own email server in charge of sending emails.

    We have a guide on setting up SMTP for your form here: https://www.jotform.com/help/244-How-to-Setup-SMTP-for-a-Form

    If you need further assistance please let us know. We will be happy to help. Thank you.