Emails not coming through

  • Profile Image
    luxwt1
    Asked on October 26, 2017 at 12:30 PM

    Hello,

    When people submit on our website, the emails aren't coming into our inbox. However, they are adding to our google spreadsheet.

    Can you help me with the email problem?

  • Profile Image
    david
    Answered on October 26, 2017 at 01:34 PM

    I checked your account email logs and the emails to look to be sending successfully. 

    https://www.jotform.com/help/293-How-to-View-All-Your-Form-Email-History

    The emails are sending from your info@ address to your info@ address via SMTP.  Check your SMTP settings to ensure they are correct:

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

    You can also try changing the sender address to "noreply@jotform.com".

  • Profile Image
    luxwt1
    Answered on October 26, 2017 at 04:42 PM

    Hi David,

    Thanks for your response. We know that when people submit their media on our jot form that they receive the email back from us. However, we are not getting their submissions sent directly to OUR inbox (info@luxwt.com). The last jot form media submission we received was from October 5th. 

  • Profile Image
    david
    Answered on October 26, 2017 at 06:20 PM

    Users should not be receiving an email when they fill out the form, there is not currently any autoresponder emails set up for your form:

    https://www.jotform.com/help/26-Creating-a-Form-Autoresponder

    Try either updating your SMTP settings:

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

    Or changing the sender email to "noreply@jotform.com" to send from our services instead of from your address.

  • Profile Image
    luxwt1
    Answered on November 03, 2017 at 03:45 PM

    Hi David,

    When people submit content through jot form on our website, we are not receiving an email that notifies us that they just submitted something.

    We need that email to come through otherwise we don't have a way of knowing when people submit stuff to us.

  • Profile Image
    david
    Answered on November 03, 2017 at 04:13 PM

    Try changing the sender email for your notification to "noreply@jotform.com" or using the verified sender method instead of trying to send from your address via SMTP:

    https://www.jotform.com/help/238-How-to-Add-a-Custom-Sender-Address-to-an-Email-Alert

    The notifications should definitely send when using our address as the sender.