Form Emails: Emails content is distorted when editing the template using IE 11.

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    Asked on August 14, 2017 at 02:33 PM


    In May 2017 I put in a ticket with your support team because of issues I've had with my form. I have been receiving duplicated submissions when completing the form using Internet Explorer 11. This issue was duplicated by your team and it has yet to be fixed. (Ticket # 1495121309).


    While the issues regarding the duplicated emails has yet to be fixed I now am experiencing another major problem using jotform. In my "email notifications" and "Auto Responder notifications" fields are disappearing! Looking back in the "edit email notifications" several fields at the bottom are deleting after making minor edits or adding a new column. This is not about the "Hide empty fields" feature as that is working fine and not the issue. The lines are completely deleting from the "edit notifications" and when emails are sent significant information is missing.


    Please understand the level of frustration and dissatisfaction we have with jotform at this point. We had a paid subscription and canceled it with the intentions of moving to another vendor if we cannot get this issue resolved as soon as possible. I was a big advocate for jotform and now you’re about to lose a customer. This issue is costing us financially and we need this fixed ASAP. Please put this on the highest priority list as the form is completely useless if the quality and information has been compromised. Please get back to us as soon as possible with an email where I can send a word document snap shot of how I come to this issue and how you can duplicate it.


    Kind Regards


    Jay Anderson


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    Answered on August 14, 2017 at 03:45 PM

    Apologies for any inconvenience this may have caused to you. 

    I have been testing the email templates and found that the content is distorted while editing the email, I could replicate the issue while using IE 11. 

    For example, I deleted the emails you had on your form and added a new one, it showed properly the first time, but it showed distorted when I edited the template in IE: 

    The email template seems a bit distorted and some fields are missing when editing the template in Chrome, but the issue seems to happen with IE. 

    The email wizard seems to be working fine in Chrome so I would recommend you to edit your form in Chrome, I will also forward this thread to our second level so our developers can take a look on the issue, we will let you know as soon as we get any update about it. 


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    Answered on August 14, 2017 at 04:20 PM

    I went onto another computer using chrome, made edits to the form and the issue still remains. Thank you for advancing this to a higher priority level. If the fields continue to go missing compromising the quality of the information we receive it could severely effect our main source of customer information negatively. Please forward this issue to a manager, head developer or someone who can also help get this issue resolved as quickly as possible.


    Kind Regarfds


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    Answered on August 14, 2017 at 04:55 PM

    Since you use custom layout email templates, you should change the Update Email option from YES to NO. Otherwise, the form updates may affect your email templates.

    Also, Internet Explorer 11 is relatively outdated browser, so we would like to suggest using other browsers. Microsoft already released version 15 of their browser which is Microsoft Edge.

    Kevin has already escalated the issue. We will let you know if we have any updates.

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    Answered on August 23, 2017 at 07:39 PM


    Can I get an update on this please? We are having major issues getting the information we need from our customers. We have been financially impacted by this problem. Please provide us with any update on the progress of this issue, where we stand in the researching, development, testing, and launching phase. Please understand the level of urgency we have on getting this form back up and running as expected. I have followed the "Update Emails" as mentioned above and updated this on Chrome and the issue still remains. Please if there is anything you can do we will greatly appreciate it.

    Thank you

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    Answered on August 23, 2017 at 09:19 PM

    Sorry for the inconvenience. We understand your frustration. 

    As of right now, we still don't have any updates regarding this issue. This thread is already assigned to one of our developers. I will contact the developer assigned to this thread and I will ask for any update.

    Thank you for your patience.

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    Answered on August 25, 2017 at 02:49 PM


    Hello Jan


    Have you heard anything back from the developer assigned to this issue? I apologize for pressing this issue so much but it’s important that we get this fixed. The bronze account will be activated by our accounting department very soon and we need the forms under the paid account working as expected for what we are paying for. Can you tell me if the developer has at least started working on our ticket or if it’s just sitting in the queue? Is there another developer that can be assigned to this issue if the current developer is too busy to start it? I need some update so I can take this to my managers to inform them some progress has been started. We now have 2 big issues we been dealing with for several months and I haven’t received any update or progress report so we are feeling a little blown off as a customer. Customers shouldn't have to wait 5 months to hear back about their form issues. What will it take to get this escalated? Is there a manager I can email or call?

    Thank you

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    Answered on August 25, 2017 at 03:51 PM

    First of all please accept my sincere apologies for the inconvenience.

    I have checked the escalation and I assure you that the assigned developer is working on the issue and their last activity was just yesterday, stating that you will be notified when the issue is fixed.

    Still, I will forward this to our manager as you requested.

    Again, apologies for the trouble.

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    Answered on August 25, 2017 at 04:11 PM

    Hi Aiden

    Thanks so much Aidan for your quick response. I apologize for being so pushy and if I've come across rude. I truly like Jotform but the issues we are having are bringing a bad name to Jotform and people are questioning the reliability of the service and form. I truly appreciate your help and giving me an update.

    Kind Regards