Automated email response did not get sent to form user

  • Profile Image
    Asked on September 13, 2017 at 12:49 PM


    A user made a submission to my form: and did not get an automated email response (Autoresponder 1).  However the submission did get generated and the Notification 2 email arrived as it was supposed to.  This has just recently started happening, but very seldom for the number of submissions we get on this form.  I checked the Bounce List and the user's name was not on it.  Do you know why this might be happening and if it may be an indication of a larger issue?  The submission ID of the submission with the issue is 3811287996817866851.


    Justin Gordon

  • Profile Image
    Answered on September 13, 2017 at 02:36 PM

    Apologies for the inconveniences this may have caused to you. 

    Based on the email history of your account I can see the email for that submission was sent, in fact, the emails for your forms seem to be sent without any problem. 

    You can also check your email history by following this guide: 

    Just to make sure the email auto-responder works, I have just submitted your form and I received the email without any problem: 

    If possible, I  would recommend you to set up a custom sender using the SMTP method, this should help emails being blocked due to any security filter. 

    Please find the steps here: 

    I hope this helps. 

  • Profile Image
    Answered on September 13, 2017 at 03:11 PM

    Yes, this was very helpful, indeed.   After going through the history, I found out that the user had entered his email address incorrectly and that's what caused the issue.  I will keep this in mind the next time someone doesn't get an automated response before I reach out for additional support.

    Thank you very much for the direction!