Our form notification is not going to proper email addresses

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    supportGA
    Asked on January 11, 2018 at 01:41 PM

    Made sure to check spam folders as well, and nothing to be found. Below is an excerpt of my most recent email from client:

    "As I stated in my previous emails, we are not receiving any of these forms in any of our email folders even when we search for the guests email address in our mailbox. 


    I once again sent an inquiry from my personal email address and the check mark came up which said "Thank you, your inquiry has been received".  I then received the contact form in my personal email, not my distinctivecatering email. This is also what happened with the guest this morning, Vicki Perry.  She received the email form back in her personal email, then emailed it to cateringinfo@distinctivecatering.com.


    We are NOT getting any emails from the contact form.  For some reason these are being emailed to the address that is filled out on the contact form (the guest's email address).


    I hope this make sense.  Please let me know if you have any more questions.



    Thank you for your help in trying to resolve this matter. "

  • Profile Image
    Adrian
    Answered on January 11, 2018 at 02:56 PM

    I see that you have an Autoresponder and a Notification email set up in your form.

    The Autoresponder sends the email to the user who filled your form as a confirmation.


    The Notification email is set up to be sent to tomdoyle@distinctivecatering.com, sarahmathew@distinctivecatering.com, kimmartin@distinctivecatering.com, cateringinfo@distinctivecatering.com

    The email logs show that the notification email was sent.

    https://www.jotform.com/emails/5a568e2c993c210cd92542a0


    Related guide:

    How to View All Your Form Email History


    I suggest you ask your IT to Whitelist JotForm IP Addresses and Domains.

    You can also set up your own SMTP servers to send the emails.


    Let us know if the issue persists after trying those.


  • Profile Image
    supportGA
    Answered on January 15, 2018 at 11:47 AM

    Thanks for the feedback! 

    Unfortunately, there is no instance of these forms going in to spam. I have four emails linked to receive notifications, including my own, and haven't seen any submission notifications in any of the accounts.

  • Profile Image
    Welvin
    Answered on January 15, 2018 at 01:14 PM

    I can see that you are using a custom sender email by SMTP with multiple recipients in a single notification email. Please try troubleshooting the problem this way:

    1. Create a new notification or duplicate the current one.

    2. Make sure to select the same sender email which is dan@grandapps.com

    3. Delete the other recipients and keep one only. 

    4. Test the form. 

    If you will receive the notification email, then that means the SMTP is working for a single email recipient. Now, add 1 more and test, then add another to make it 3 and test again. If multiple recipients won't work then maybe your SMTP has an issue with multiple recipients. In this case, create a separate notification email for every recipient. 

    I hope that helps.