We're not receiving email notification when someone fills out a jotform. how do we fix it?

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    Asked on December 17, 2017 at 09:40 AM

    It's a current offer we're rolling out in a few days but in testing it.

    We're having problems with one of our forms where we are not receiving email notification when someone fills out a jot form.

    What corrections are needed to fix it so we can receive email notification that someone signed up

    This is the link to the form that is not working.


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    Answered on December 17, 2017 at 09:44 AM

    I checked your email alerts history but I could not find any issue with it. The history shows that all emails were sent properly. I recommend to please check your spam folder if all the emails have landed there instead. 

    If you are using an email client application such as Eudora or MS Outlook, and the emails are not found in your spam/junk mail folder, please visit your webmail instead (go to your mail server's web page and login to your email account). Next, check your spam folder there. Chances are, the emails landed on the spam folder there which prevented your email client app to download/sync your emails to your email client.

    You may also review your email activity history in order to understand/view the status of your forms' email alert deliveries. You can refer to this guide for more information: https://www.jotform.com/help/293-How-to-View-All-Your-Form-Email-History

    If you have other questions, please let us know.

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    Answered on December 17, 2017 at 10:37 AM

    Thanks for the response, sl3productions.

    Just to ensure that we are referring to the same email address, the email address that is not receiving the email alerts is robertl@shalalalaproductions.com, correct?

    With regard the sending of data to other integrations, the sending of email alerts are quite not related to other integrations such as Dropbox or Zoho actually, unless the issue at hand involves that the actual submissions are failing to deliver to your submissions page.

    You can try setting up an SMTP and use it as your sender email, just in case to see if the problem is with the use of one of the mail sending servers of JotForm. You can check out this guide to know how to setup an SMTP on your JotForm account: https://www.jotform.com/help/244-How-to-Setup-SMTP-for-a-Form

    With the regard to the email history, each email alert that is sent after your form receives a submission gets logged for a period which you can view, in order to see the status of its delivery. So by then, you would find out if there was a failure of delivery from our end, if it was bounced by your mail server, or even if there was a problem with your mail server receiving emails from our mail server. Again, you can find from this guide to know how to view your email activity history on your JotForm account:  https://www.jotform.com/help/293-How-to-View-All-Your-Form-Email-History 

    Feel free to let us know if you have additional questions.

    Thanks. :)


    Answered by sl3productions

    Hi liyam:

    Thanks for checking. However, it's not in my spam folder. Earlier I had experiment sending data to Dropbox account, however, that did not work and had to disengage it. I don't know if the 2 are connected but that's where we pinpoint when we stop receiving notification directly in our inbox (We use Zoho). We do not see it in our spam folder either so we are stumped.

    We're not sure what you meant on email history to check?

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    Answered on December 17, 2017 at 10:45 AM

    Hi Liyam:

    Thank you for your reply. You are correct, it's robertl@shalalalaproductions.com.  A short while ago we received the missing emails. I'm not sure what's going on but will speak to our web developer to get it all sorted out as we are also settling into a new web hosting site, so that may or may not have a direct effect of receiving emails.

    In the meantime, we will review your recommendations to make sure we understand it before responding. Thank you for all your help and Happy Holidays!



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    Answered on December 17, 2017 at 11:19 AM

    Thanks for the confirmation and keeping us posted, Robert. The thing that may have happened could be due to email delivery delays. On this aspect, it may be due to the sending server, or the actual routing of the emails when it was sending to your inbox. When it is due to a routing issue, you can picture it like a car trying to reach its destination using its usual route and reaches a roadblock. And so it takes a reroute looking for a new path to reach its destination. Thus, the delay happens.

    If you recently changed webhosts but for the same domain name, that can be a possibility since a propagation of new information for a new IP address is still updating on the internet.

    Anyhow, just in case you get to encounter errors, or any delays, feel free to call our attention right away. We are always on stand by and we welcome any immediate and possible solutions that may involve matters on our end. 

    Thank you and happy holidays! :)

    All the best,

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    Answered on December 17, 2017 at 11:26 AM

    Ok thanks Liyam for the much needed help and insight!!!

    The explanation helps be better understand it now.