Gmail users not getting form emails

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    spanda
    Asked on October 06, 2017 at 04:36 PM

    I have an intake form that is linked to a registration form and so a patient could register and get sent an email with a link to the intake form that stopped working. 

    Patients are filling out the registration form, but the email with the link to the intake form is not being sent. I cannot figure out what is wrong. 

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    Mike
    Answered on October 06, 2017 at 07:04 PM

    We are sorry for the inconveniences you are facing.

    There might be a temporary delivery issue to the @Gmail addresses. The issue has been escalated to our developers to proceed with the further investigation.

    We will get back to you once the issue is fixed.

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    Sheila 
    Answered on October 07, 2017 at 10:28 PM

    Is there a work around if this issue happens in the future so that the linked intake form can be sent manually and will be able to be saved?

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    liyam
    Answered on October 08, 2017 at 03:15 AM

    Hello,

    Would it be possible for you to setup an SMTP on your account here and use it as your email address sender? You can check out this guide to know more about configuring SMTP on your account: https://www.jotform.com/help/244-How-to-Setup-SMTP-for-a-Form

    Using this method, the emailer would be sending from a different source, so if it's a delay, it may have some possibilities that this would be addressed.

    Also, Can you check with your form user if the emails could have landed in the spam folder instead?

    Thanks.

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    Mike
    Answered on October 08, 2017 at 06:01 PM

    We are sorry for the inconveniences caused.

    It looks like that the emails to the @Gmail were delayed. The issue is supposed to be fixed.

    As suggested you may consider using your own SMTP server to have more control over the email delivery.

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    spanda
    Answered on October 09, 2017 at 05:28 PM

    The forms were eventually received 2-3 hours later and did not end up in spam. 

    If I use Google as my email and set up using an SMTP server, won't that still be an issue if gmail itself was the problem?

    Is there a work around if this issue happens in the future so that the linked intake form can be sent manually and will be able to be saved?


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    Mike
    Answered on October 09, 2017 at 06:46 PM

    The SMTP will most likely help in such cases. However, the email delay is not a common issue at JotForm.

    Since you use the next session format:

    https://form.jotform.us/71794431284158?session={email}

    You can manually construct the links, for example:

    https://form.jotform.us/71794431284158?session=user.email@example.com

    You can actually check the links via account email history (open the email in question and copy the link), see:

    How to View All Your Form Email History

    The emails are being immediately added to the email history even if they are delayed.