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    Not receiving email confirmations

    Asked by elidavidson on August 02, 2012 at 09:34 AM

    With other earlier forms, we had been successfully receiving email confirmations upon form submission.  But aren't receiving them anymore.  I've added the JotForm IP addresses (as found on the forum), and white listed jotform.com on our mail server, but we're still not receiving.  Nothing going to junk mail - just not showing up.

     

    Can you assist?  

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    JotForm Support

    Answered by NeilVicente on August 02, 2012 at 09:53 AM

    We feel sorry for the inconveniences brought about by this issue.

    Upon checking our logs though, I found out that your email address was added to our server's bounce list. This means that emails from us are being rejected by your host for the following reason:

    Reason(s) : 5.3.0 - Other mail system problem 571-'5.7.1 Message contains spam or virus=
     or sender is blocked : 21166:4119988576|A25AB7D'

    I have a feeling that this is caused by one of the three forms under your account whose notification's sender email is set to use the address entered by the form submitter. I went ahead and configured the three forms' settings to use noreply@jotform.com as their sender address. Feel free to double-check.

    I have also removed your email from our server's bounce list, so things should work out fine, at least for now.

    It would suggest that you inform your mail host's technical department the reason for the bouncing email messages. It would help them figure out why your host rejected the messages.

    In case this occurs again, notify us immediately so we can check if your address (unfortunately) ends up in our bounce list.

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    Answered by elidavidson on August 02, 2012 at 10:21 AM

    Thank you so much!  I will send the bounce message over to our mail host tech dept.

     

    Appreciate your quick response!

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    Answered by elidavidson on August 05, 2012 at 10:04 PM

    Hi NeilVicente,

     

    In working with our mail hosting company, they did find a couple of things that should have resolved them problem, but when I let them know that we still weren't receiving JotForm submissions, they found that 3 of JotForm's 8 servers are listed on spam blacklists, and that's why the submissions are being rejected.  

    Those servers are 107.20.173.204, 174.34.57.214 and 174.34.57.219.  

    He sent an email to support@jotform.com email address, but asked I go ahead and update this ticket as well so that someone was aware.



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    Answered by gori-mathew on August 06, 2012 at 06:27 AM

    Hi;

    Thanks for letting us know about this issue. I will forward this information to our higher support to apply for whitelisting of servers.

    In meantime kindly change your Sender's Name and email to Jotform and noreply@jotform.com as advised by my colleague above, this ensures our severs allow your submitted forms more easily as it trusts the source.

    Lets know if this sorts out your problem.

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    Answered by elidavidson on August 06, 2012 at 11:40 AM

    Hi - just want to confirm that all of our forms do have the Sender's name and email to Jotform and noreply@jotform.com.  

    Unfortunately we still aren't receiving notifications at this time.  We had two submissions this morning and did not receive notifications for either of them.

    Thank you for your assistance

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    JotForm Support

    Answered by Mike_T on August 06, 2012 at 04:30 PM

    It looks like that today we have removed your email address from the bounced list once again.

    Since you have changed Sender E-mail to noreply@jotform.com, email sending method for your forms is changed from our own mail servers to Amazon Simple Email Service. I hope that mentioned change will solve the problem for you.

    Please monitor form submissions for the next few days, and let us know if the issue still persists.

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    Answered by elidavidson on August 06, 2012 at 04:48 PM

    Thank you!  It looks to be working now, and I'll continue to monitor the next few days.  

    My sincere thanks to everyone on the support team who helped to resolve this issue!