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We believe that if one user has a question, there could be more users who may have the same question. This is why many of our support forum threads are public and available to be searched and viewed. If you’d like help immediately, feel free to search for a similar question, or submit your question or concern.

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    Emails not sending to a specific email

    Asked by Pamela Reece on October 04, 2012 at 12:31 PM

    Greetings - My form (http://form.jotformpro.com/form/21387506145958) has recently stopped sending emails to the address AffiliateCare@radetco.com ... this happened around 9/24/2012. The from still emails successfully to preece@mwivet.com. The IT department at Radetco.com has asked me to request the logs. Can you please send/examine the logs and let me know what you find out?




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    JotForm Support

    Answered by Rodjit on October 04, 2012 at 12:39 PM


    Your email address AffiliateCare@radetco.com was in our bounce list and I've already removed it.

    Our Log Results:

    Reason(s) : 5.3.0 - Other mail system problem 554-'Denied [2d5a0605.0.1250427.00-1626.1=

    746875.p01c11m104.mxlogic.net] (Mode: normal)'

    Make sure you whitelist our Jotmails ip addresses or ask your email service provider to do it.


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    Answered by billj on October 04, 2012 at 08:01 PM

    How do the rest of us find out if we're on a bounce list? And, oh yeah, what is a bounce list and how do we avoid ending up on it.

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    JotForm Support

    Answered by NeilVicente on October 04, 2012 at 08:16 PM


    An email address ends up in our bounce list when the recipient server rejects the email messages sent by our servers, mostly due to very strict anti-spam measures.

    More often than not, it is a DomainKeys issue that causes the bounce/rejection. Following my colleague's suggestion of adding our mail servers to your whitelist should rectify the problem.

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    Answered by billj on October 04, 2012 at 08:43 PM
    Can you tell me if any of my emails bounced or if they are on a bounce
    I see there are a couple that made it to Jotform but weren't sent to the
    email address I directed them to go to.
    As far as I knew this WAS working fine up until recently. It was only
    through sh*t luck that I happened to come here today and realize there
    was a problem. An order sent to me a week ago has been lying dormant all
    that time because I didn't receive the email.
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    JotForm Support

    Answered by jonathan on October 04, 2012 at 08:50 PM


    Hi, if you can list here the email addresses you needed check, we can do it for you. May I also suggest you create your new post (use this link), to preserve confidentiality of your data.

    Will await your for your response.


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    Answered by billj on October 04, 2012 at 09:22 PM
    I don't understand. Are you telling me to use the link to send you the
    email addresses?
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    JotForm Support

    Answered by jonathan on October 04, 2012 at 09:26 PM

    Yes please. If you click on this link, you will be directed to create a new post for your question. You can then state the email addresses that you wanted us to check if they are also bounced listed.

    I hope I explained it properly this time.