PayPal form: notifications were not sent.

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    Asked on January 11, 2018 at 12:25 PM

    Hi, we have a form that sends via an smtp connection. It has been working fine but yesterday it appeared to stop sending alerts through to us.

    We did add in Google Spreadsheets and Google Drive integration but see no reason why it should be affected.

    We have tried a simple test form to see if a simple form can relay via the SMTP and it does so fine (test) which suggests there is no issue with the smtp or email.

    The only thing we can think it might be down to is some kind of issue between PayPal and jotform that occurred yesterday. Might this be the case please?


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    Answered on January 11, 2018 at 01:51 PM

    You have 3 incomplete payments, please note that the notifications will not be sent, unless you complete those submissions: 


    NOTE: Completing a submission will NOT process any payment as there was no payment information to begin with. The system will simply treat this as a regular submission so it can be included on form reports, and that email alerts can be fired off as usual.

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    Answered on January 11, 2018 at 03:25 PM

    Thanks for getting back to us.

    Unfortunately I don't think this is the case. I checked the incomplete payments first and the 3 incompleted instances were quite a while ago and do not match the two that we have had since yesterday.

    The last email we had was dated2018-01-10 11:55:08 (Rachel Robertson) on the form attached. The last 2 entries that have been highlighted have not been sent through.


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    Answered on January 11, 2018 at 04:10 PM

    Please contact your email service provider to make sure the SMTP credentials are correct, or still valid, and update them if necessary 

    Also, ask them if they may be blocking us, and check if the notifications have arrived in your spam folder. 

    Meanwhile, try using the default sender(