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JotForm is a free online form builder which helps you create online forms without writing a single line of code. No sign-up required.

At JotForm, we want to make sure that you’re getting the online form builder help that you need. Our friendly customer support team is available 24/7.

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.


  • Profile Image

    Not receiving e-mail notifications

    Asked by KEFAudioUK on October 09, 2012 at 12:46 PM

    Hi,

    We are running several campaigns and had been happily getting e-mail notifications of all submissions...up until yesterday morning.  We can see that submissions are still being made but we are not getting the e-mail notifications.  We need them to go through to marketing@kef.com

     

    Please can you help us to fix this?

     

    Thanks!

  • Profile Image

    Answered by moonzkie on October 09, 2012 at 02:15 PM

    Hi,

    Your email address is in our mail server's bounce list. This happens when an email from our end is refused by the recipient server.

    Click here for more info about bounce email.

    I have now removed that address from our bounce list. However, you need to make sure that your mail service provider does not refuse to accept emails from us again.

    Kindly ask your mail service provider to add these IP addresses to their whitelist:

    174.34.57.214
    174.34.57.216
    174.34.57.218
    174.34.57.219
    208.117.50.251

    Thank you.

     

  • Profile Image

    Answered by KEFAudioUK on October 10, 2012 at 07:31 AM

    Hi,

    Thanks for getting back to me.  Unfortunately, we cannot add IP addresses to our mail service provider's whitelist.  However, we have added the domain name '@jotmails.com' to the whitelist.

    I have just tested the form and although it is still collecting the data, we are still not receiving the e-mail notifications.  Is there any way that you can send a test message to marketing@kef.com, please?

    Many thanks again

  • Profile Image
    JotForm Support

    Answered by Rodjit on October 10, 2012 at 07:57 AM

    Hi,

    It seems that your email address is IN our bounce list again; 

    Result: 

    marketing@kef.com is IN the bounce list  

    Reason(s) : 5.3.0 - Other mail system problem 554-'Email rejected due to security polic=

    ies - MCSpamSignature.sa.28.5 - http://www.mimecast.com/knowledgebase/KBID1=

    0473.htm#554'

    Please take note of the reason above, that might be causing the problem.

    All should be fine now. Please do a test submission again and let us know if the problem still happen.

    Thanks

  • Profile Image

    Answered by KEFAudioUK on October 10, 2012 at 08:46 AM

    Hi,

    Thanks again.  We have tested it and we are still having the same problem. 

    We've been speaking to Mimecast and they can't even see the rejected messages reaching them so the e-mail notifications don't even seem to have got as far as that.

    Is there anything else that might be causing this problem?

    Thank you

  • Profile Image
    JotForm Support

    Answered by Rodjit on October 10, 2012 at 09:16 AM

    Hi,

    Please do this guide on how to Whitelist JotMails IP Addresses. Please take note of the reason;

    Other mail system problem 554-'Email rejected due to security polic=ies - MCSpamSignature.sa.28.5 -http://www.mimecast.com/knowledgebase/KBID1=0473.htm#554'

    Please do the above solution as it is the best solution to solved your problem. It will kept your email address listed IN our bounce list until they will whitelist our IP's.

    Thanks

  • Profile Image

    Answered by KEFAudioUK on October 10, 2012 at 10:18 AM

    Thank you - we are contacting Mimecast to see if they can do this for us.
    Please can you send us a test message and send the NDR (Non-Delivery Receipt) message if it fails?

    Thank you again

  • Profile Image
    JotForm Support

    Answered by liyam on October 10, 2012 at 10:42 AM

    Upon checking, it appears that your email address had been added to our bouncelist again.  I have now removed it.  Can you tell us which of your forms are using the notification with the blocked email address as your recipient?

    I also made a test submission using my test form and it keeps on getting added to the bounce list.

    To explain further, when use the email noreply@jotform.com as your sender address, the emails are getting sent from amazon servers. 

    But, if your mail service provider blocks emails coming from amazon SES, then please use any email address (such as the email address field of your form) as your mail sender address.  And then ask your mail service provider to add these IPs to be whitelisted by them:

        188.138.116.138
        107.20.173.204
        174.34.57.218
        174.34.57.216
        174.34.57.214
        174.34.57.219
        208.117.50.251
        85.25.117.56

    As soon as your mail service provider has added the IPs to their whitelist, please let us know so we can try making another test.

  • Profile Image

    Answered by KEFAudioUK on October 10, 2012 at 11:39 AM

    Hi there,

    The IP addresses listed above have now been whitelisted but we are still not receiving anything.  Do you have any other suggestions at all, please?

    Thank you

  • Profile Image
    JotForm Support

    Answered by Rodjit on October 10, 2012 at 11:53 AM

    Hi,

    Do you have Email Signature to your email address, marketing@kef.com? If yes, then that's causing the issue. Base on the http://www.mimecast.com/knowledgebase/ results and by referring to the reason why you are in our bounce list;

    Other mail system problem 554-'Email rejected due to security polic=ies - MCSpamSignature.sa.28.5 -http://www.mimecast.com/knowledgebase/KBID1=0473.htm#554'


    Please try to remove your email signature and do a test submission again.

    P.S: I have now again remove you from our bounce list. Please do the above solution before doing a test.

    Thanks

  • Profile Image

    Answered by KEFAudioUK on October 10, 2012 at 12:38 PM

    HI there,

    We don't have an email signature setup with Mimecast yet, so that shouldn't be an issue?

    Thanks,

    Becky


  • Profile Image

    Answered by fxr on October 10, 2012 at 01:50 PM

    I cant say I know mimecast at all.

    But are you able to add noreply@jotform.com to the permitted senders list on it? 

    You should also try to have your forms sender email address set to noreply@jotform.com to give the mails the maximum chance of getting through your spam filters. 

  • Profile Image

    Answered by KEFAudioUK on October 11, 2012 at 04:50 AM

    Hi there,

    Sorry to be a pain but we have added noreply@jotform.com to our safe senders list, whitelisted the IP addresses given and we already have our sender email address set to noreply@jotform.com

    Is there anything else that you can suggest, please? 

    Thanks

  • Profile Image
    JotForm Support

    Answered by abajan on October 11, 2012 at 06:04 AM

    Hi Becky

    You're not being a pain! It's our duty to help you however best we can and we certainly intend to do so.

    Please try the following and let us know if either helps to resolve the issue:

    * Go to the Mimecast Knowledge Base, search for "security policies" (include the double-quotes) and click on the search result links

    * View the following video:


    Wayne

  • Profile Image

    Answered by KEFAudioUK on October 11, 2012 at 06:33 AM

    Thank you, Wayne.

    We've had a look at this but the problem is is that the messages are not even reaching Mimecast so we can't even see them as being rejected.

    Thanks

  • Profile Image

    Answered by fxr on October 11, 2012 at 06:45 AM

    It looks like this ' marketing@kef.com' address is going very quickly into our bounce list.

    I have removed it once again, can you please do another test and let us know if it gets through?

     

    Thanks.

  • Profile Image

    Answered by KEFAudioUK on October 11, 2012 at 07:17 AM

    That seems to have worked! :-)  We have received the test and a couple of proper submisions too!

    Thank you all for your help.

     

    Becky

  • Profile Image
    JotForm Support

    Answered by abajan on October 11, 2012 at 07:33 AM

    Very glad to hear this, Becky. Do let us know if the problem recurs.


    Wayne

  • Profile Image

    Answered by KEFAudioUK on October 22, 2012 at 07:08 AM

    Hi,

    We seem to be having a problem with receiving email notifications of competition entries again. Again, we need these notifications to be sent  to marketing@kef.com. Is there any way you would be able to help us with this?

    Thanks

  • Profile Image

    Answered by fxr on October 22, 2012 at 07:53 AM

    Hi your  email address is back in our bounce list.

    I have removed it.

    '

    Can you ask your email provider about this message in our email logs as your email provider is repeatedly refusing to accept our messages meaning the email address ends up in our bounce list.

    Reason(s) : 5.3.0 - Other mail system problem 554-'Email rejected due to security polic= ies - MCSpamSignature.sa.28.6 - http://www.mimecast.com/knowledgebase/KBID1= 0473.htm#554'
  • Profile Image

    Answered by KEFAudioUK on October 22, 2012 at 08:09 AM

    Thank you!

    I have spoken to our IT manager who says he has whitelisted your IP address and email address and doesn't understand what the problem could be.

    Hopefully this problem won't occur again.

    Many thanks

  • Profile Image
    JotForm Support

    Answered by Rodjit on October 22, 2012 at 08:25 AM

    Hi,

    Please take now of the reason:

    http://www.mimecast.com/knowledgebase/KBID1= 0473.htm#554

    If this reason will not be address, your email address will always listed to our bouce list everytime your user will do submit a data.

    Thanks