Notifications not coming through

  • Strategy1st
    Asked on January 30, 2018 at 1:06 PM

    Hi, on our form "Request For Quote" (https://www.jotform.com/build/80204322491143), Sender and Recipient email notifications are not coming through. Nothing in our spam folders either.  Can you please help?

     

    Thank you,

    Dewey

    Page URL: https://www.jotform.com/build/80204322491143
  • Mike
    Replied on January 30, 2018 at 2:21 PM

    Thank you for contacting us.

    1) Please note that the specified email notification recipients will not get the emails since you have a configured email condition.

    Notifications not coming through Image 1 Screenshot 20

    2) The issue could be also related to the SMTP sender settings. Please make sure that your SMTP settings are correct.

    How to Edit/Delete Sender Emails on SMTP Settings

    You may also temporarily switch to our default noreply@jotform.com sender to test the email delivery.

  • Strategy1st
    Replied on January 30, 2018 at 2:23 PM

    OK, but why isn't the user who fills out the form receiving a confirmation summary email like we set up?

  • Mike
    Replied on January 30, 2018 at 3:23 PM

    This should be related to your SMTP sender. For example, wrong SMTP settings specified at JotForm, or blocked connections by your SMTP host (from our system to your SMTP).

  • Strategy1st
    Replied on January 30, 2018 at 3:55 PM

    OK, I updated our SMTP details and it's still not working. Can someone at JotForm be able to conference call with me and the client's IT manager?


    Please let me know a time as soon as you can.


    Thank you,

    Dewey

  • Mike
    Replied on January 30, 2018 at 4:24 PM

    I am sorry, but we do not offer support over the phone.

    The emails seems to be fine with the standard sender now.

    You may also create some test form to test the SMTP sender. To get an idea on this we have a guide about using Gmail / G Suite SMTP senders at JotForm:

    How to Use Your Gmail Account as Your Email Sender via SMTP

  • Strategy1st
    Replied on January 30, 2018 at 4:52 PM

    OK, we have the SMTP credentials working but the email we receive when someone fills out the from: Customer Name [mailto:noreply@jotform.com].  Why is noreply@jotform.com being referenced as the user's email address?

    1517349139Internal Form notification fro Screenshot 10

  • Kevin Support Team Lead
    Replied on January 30, 2018 at 6:55 PM

    I would recommend you to select a reply to email address on your email wizard, otherwise a JotForm address will be configured there: 

    Notifications not coming through Image 10

    I hope this helps. 


  • Strategy1st
    Replied on January 30, 2018 at 6:59 PM

    Kevin,

    the only Email-related field that populates in the "Reply-to Email" field is called "Email". Am I missing something?
  • Kevin Support Team Lead
    Replied on January 30, 2018 at 8:13 PM

    Since the last issue is related to another matter I moved it to another thread, we will assist you as soon as possible here: https://www.jotform.com/answers/1367595