Why is my email address constantly added to the bounce list?

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    spxcrumitie
    Asked on August 18, 2017 at 01:32 PM

    We aren't receiving forms to our emails.  I have several registration forms set up.  They were working up until yesterday and now I'm being told that mine, secretary@stpiusxloudonville.org is not a valid address, so that makes me think that it isn't recognizing the other addresses either.  What can be done to fix this?  There is nothing wrong with our email addresses - we receive emails from other people all day long.  This is happening with several of our pages, but below is one of them.

    Please help!

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    david
    Answered on August 18, 2017 at 01:49 PM

    I checked our email logs for the address in your form and the notifications have indeed been failing.  It looks like your address was rejecting emails.  Our system recognizes it as a valid address as far as I can tell.  When enough were rejected, it resulted in your address being placed on our bounce list to prevent further rejected emails.

    I removed your address from the list and the notifications should attempt to send once again.  For more information on how to prevent this from happening again in the future, please see the following guide:

    https://www.jotform.com/help/208-How-to-Setup-Email-Alerts-to-Prevent-Email-Bouncing-Related-Issues

    If you believe other email addresses are on our bounce list, you can remove them from your end:

    https://www.jotform.com/help/262-How-to-Remove-Your-Email-Address-from-Bounce-List


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    spxcrumitie
    Answered on August 18, 2017 at 02:43 PM
    Will this clear up the other issues? religioused@stpiusxloudonville.org and confirmation@stpiusxloudonville.org aren’t receiving anything either.

    Jenn Maroney
    Parish Secretary
    St. Pius X Church
    518-462-1336
    stpiusloudonville.org

    Follow us on Facebook


    ...
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    Kevin_G
    Answered on August 18, 2017 at 03:03 PM

    The proper settings on your email notifications will help you to avoid bouncing issues with all your email addresses. 

    The process of checking an email in the bounce list needs to be done per email address. 

    If you keep experiencing issues with your emails, I would recommend you to ask your email provider to whitelist our IP addresses, this way you avoid emails from JotForm to be blocked: https://www.jotform.com/help/145-Whitelisting-JotMails-IP-Addresses 

    You could also add a custom sender email address using the SMTP method, this will use your own mail server information so you should not experience issues with your emails. 

    Guide: How-to-Setup-SMTP-for-a-Form

    I hope this helps.

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    spxcrumitie
    Answered on August 18, 2017 at 03:44 PM
    I tried sending a form through and I did not receive it, so it isn’t fixed on your end. I truly wish there was a person to speak to on the phone about this. I know you are trying to help, but for someone who doesn’t understand much of what you are saying, this isn’t a help to me. Jotform needs live phone support.

    Jenn Maroney
    Parish Secretary
    St. Pius X Church
    518-462-1336
    stpiusloudonville.org

    Follow us on Facebook


    ...
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    Kevin_G
    Answered on August 18, 2017 at 04:04 PM

    Unfortunately, we do not provide phone support, our main and quick way to get support is through our forum, you may also contact us via email at support@jotform.com

    However, we will be glad to help through this thread. 

    I have just checked your recipient email address and found it's in our bounce list again, may you please confirm that you added our IP addresses to your whitelist? 

    If the issue is still happening even when you already added our addresses to your whitelist, then we would need to forward this issue to our second level. 

     

     

  • Profile Image
    spxcrumitie
    Answered on August 18, 2017 at 04:43 PM
    We don’t have a whitelist here. We work through a network.

    Jenn Maroney
    Parish Secretary
    St. Pius X Church
    518-462-1336
    stpiusloudonville.org

    Follow us on Facebook


    ...
  • Profile Image
    david
    Answered on August 18, 2017 at 05:33 PM

    According to our email logs, there should have been no issues sending to either religioused@stpiusxloudonville.org or confirmation@stpiusxloudonville.org.  The only address that was showing any bounced emails was secretary@stpiusxloudonville.org and the last email should have gone through.

    Try sending the notifications from your own address via SMTP:

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

    Since the emails do look to be sending from our end but may be being blocked or filtered, sending from our own address may resolve that issue.

     

     

  • Profile Image
    spxcrumitie
    Answered on August 21, 2017 at 09:43 AM
    NO, nothing is working! I’m sorry, but can you sense my frustration about not being able to speak to a person about this???? This is ridiculous. I am attaching the message I get when I log on as well as emails that should have gone to the religious ed and confirmation addresses that, as you can see by the lack of highlighted envelope, did not go through. We need a solution to this. This secretary email is my email here, I am the admin for all of this – I cannot change my email.

    Jenn Maroney
    Parish Secretary
    St. Pius X Church
    518-462-1336
    stpiusloudonville.org

    Follow us on Facebook


    ...
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    John_Benson
    Answered on August 21, 2017 at 11:28 AM

    Unfortunately, we do not have phone support.

    I cloned your form to test the notification email on my end. I use two different email account (Google Mail and Hotmail) and I was not able to replicate the issue. 

    For more information about why users not receiving notification emails, please visit this link: https://www.jotform.com/help/364-Why-I-am-not-Receiving-Email-Notifications

    The bounce list is a feature wherein the email address will be added to the list if the emails coming from JotForm are being rejected by the email recipient.  Our servers will try several times to deliver the email for a given time-frame, but if the delivery constantly fails, it will be marked as "block/rejected". After that, the recipient address will be added to the bounce list. One of the purposes of the bounce list is to determine if there are any errors in sending emails to the recipients. Here are some examples:

    Incorrect email address
    Mailbox is full
    Email address is non-existent
    Blocked by your email provider

    Please contact your email provider and request them to add JotForm's IP addresses to their whitelist. You can find JotForm's IP addresses and domain names on this link: https://www.jotform.com/help/145-Whitelisting-JotMails-IP-Addresses

    If the issue persists, please use your own SMTP Settings as a Sender Email. Here's a guide: https://www.jotform.com/help/244-How-to-Setup-SMTP-for-a-Form

    If you have questions, please let us know.

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    John_Benson
    Answered on August 21, 2017 at 11:39 AM

    Also, are you trying to post a screenshot/attachment file to your reply? If yes, we are not able to see the screenshot that you have provided.

    If you want to add a screenshot here in the Support Forum, please use this guide: https://www.jotform.com/help/438-How-to-Post-Screenshots-to-Our-Support-Forum

     

  • Profile Image
    spxcrumitie
    Answered on August 21, 2017 at 02:44 PM
    We have tested this several times now and we don’t even get an email notification to the sender’s email, when using a personal, not St. Pius, address, saying it went through (I used my personal Hotmail address as the family email). This sounds like there is an issue on your end.


    Jenn Maroney
    Parish Secretary
    St. Pius X Church
    518-462-1336
    stpiusloudonville.org

    Follow us on Facebook


    ...
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    Kevin_G
    Answered on August 21, 2017 at 02:54 PM

    Jenn, 

    In order to properly assist you, I have moved your last reply to a different thread, it can be found here: https://www.jotform.com/answers/1228795 

    We will assist you on that thread as son as possible.