Not receiving conditional emails

  • Profile Image
    Asked on September 27, 2017 at 08:16 AM


    We use the free version of Jotform to schedule visits to our campus. For 2 days we haven't been receiving conditional email notifications. I am still receiving the auto-responder emails. No settings have been changed recently and was working fine up until Monday. Can you please inform on how to correct the issue. 

    Thank you,

  • Profile Image
    Answered on September 27, 2017 at 12:19 PM

    I have checked the email history log and it looks like the email notifications for the form are being sent from our end without any issue. You may also check the email history log by following the steps in the guide below: 

    Also, please check the following guide that can help you with troubleshooting email delivery issues. 

    Could you let us know which condition or email address is not working on your form so that we can take a look and assist you further?

  • Profile Image
    Answered on September 28, 2017 at 02:43 AM
    Thank you for getting back to me so quickly. I checked out email settings here on site and you are still in the safe senders list, so not blocked on our end.
    I then went in and looked at the email history as you suggested, only two mailer groups were not being sent. But other were still receiving so being sent on your end.
    Nobody on the bounce back list.
    I went and was noticing that a few of our notification emails were a bit repetitive so tried to group a few things and delete others and that is when I noticed that to have two people on the same notification email I need to update my plan. I already had some where multiple people were on the same list so separated them, tested the emails and all seems to work now.
    So thank you for your help and I’ll let you know if anything else goes wrong!
    [Les Roches]
    Alexander Small
    Student Services Officer
    T: +41 27 485 9665
    Les Roches Global Hospitality Education
    Switzerland / Spain / USA / China / Jordan