New form submission notification not received by email

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    john896
    Asked on July 13, 2017 at 02:41 PM

    A new Brokerage Account application was submitted yesterday (12th July) but we didn't receive notification at either of the registered email addresses (john@axxell.capeter@canadiancustomshouse.ca)

    I've checked all the spam filters and it appears that no message was received in either mailbox.

    While looking into this on the JotForm site, I found a log file which showed that the new form had been emailed,  but I'm unable to find the link to this history again.

     

  • Profile Image
    Kevin_G
    Answered on July 13, 2017 at 03:52 PM

    I have checked the email history for your the addresses you provided and I can see all emails were successfully sent, you may also check your email history by following this guide: https://www.jotform.com/help/293-How-to-View-All-Your-Form-Email-History 

    Based on the email log, it seems  like you are using SMTP settings to send your emails, please ask your email provider to check the logs in order to find if emails were blocked. You may also try to delete the settings and add them again. 

    Related guides: 

    https://www.jotform.com/help/241-How-to-Edit-Delete-Sender-Emails-on-SMTP-Settings 

    https://www.jotform.com/help/244-How-to-Setup-SMTP-for-a-Form 

    Hope this helps. 

  • Profile Image
    john896
    Answered on July 13, 2017 at 07:43 PM
    Thanks Kevin,
    There does seem to be a problem with our own SMTP account webforms@canadiancustomshouse.ca - although I re-entered all the details, it still wasn’t working, so I changed the sender account to noreply@jotforms.com and I then received notifications of my test submissions.
    I did notice, however, that when a form is submitted, the ‘Thank You’ message doesn’t come up, although it is enabled.
    Best regards,
    John Barker
    ...
  • Profile Image
    Sven
    Answered on July 14, 2017 at 02:24 AM

    I just tested your form (please ignore my test submission) and I was able to replicate the issue with the thank you page, even when I cloned your form I still encountered the same issue when submitting my cloned version of your form. 

    I have managed to fix it on my end by deleting the HTML content of the page and adding it back again, so can you please do the same and let us know if the issue still persists. 

    To do so, please click on the <> button on your thank you page editor, copy all the HTML content in that page,

     

    After you've copied the code, please go ahead and delete/cut it, and paste it back again, you can then click save, and test your form. 

  • Profile Image
    john896
    Answered on July 14, 2017 at 11:43 AM
    Many thanks Sven,
    That worked for me!
    Best regards,
    John
    ...