Email notifications not arriving

  • Profile Image
    appraiser
    Asked on September 07, 2017 at 09:20 AM

    Hi.

     

    i am not receiving the form submission to one of the email addresses I entered. The email address is customercare.mellieha.lc@gov.mt.

     

    Could it because of the way the email address is set up (it is a govenment email address)?

     

    Please advise

     

    Regards

     

    George

     

  • Profile Image
    Kiran
    Answered on September 07, 2017 at 11:15 AM

    I have checked your email address and see that it is not listed in our bounce list. The emails should be sent to the email address without any issue. Could you check if the emails are being landed in the Spam/Junk folder? Also, please check the following guide that can help you with troubleshooting email delivery issues.

    http://www.jotform.com/help/208-How-to-setup-email-alerts-to-prevent-email-bouncing-related-issues 

    Please get back to us if the issue still persists. We will be happy to assist you further. 

  • Profile Image
    appraiser
    Answered on September 09, 2017 at 05:43 AM
    Hi Kiran.
    Many thanks for your quick response and for the information and advise
    therein.
    It seems that the problem is caused by the recipient email -
    customercare.mellieha.lc@gov.mt. This email belongs to the local
    council, as part of the government of Malta.
    Now, rather pompously of them, they will not whitelist the Jotform IP
    addresses - it seems we have to set up to them rather than the other way
    round.
    My question is - Is there anything you can do from the Jotform end to
    ensure the delivery of emails to this address? Or can you advise me
    further please?
    Thanks & Regards
    Gorg
    ...
  • Profile Image
    John_Benson
    Answered on September 09, 2017 at 06:39 AM

    Please try using your own SMTP settings as Sender Email. To do that, please follow this guide: 

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

    Let us know how it goes. Thank you.