- PioneerPropertyAsked on February 08, 2018 at 12:25 PM
I can't seem to troubleshoot my auto-responder. The activity log shows "email sent to..." but recipients are not receiving them.
Perhaps I set up SMTP incorrectly?
Please advise.Page URL:
- JotForm SupportBJoannaAnswered on February 08, 2018 at 01:39 PM
I tested your form and I also did not receive an Autoresponder email. It seems that you di not set your SMTP credentials correctly. Please double check your SMTP settings:
If you are using Gmail email, please check this guide:
- PioneerPropertyAnswered on February 08, 2018 at 02:53 PM
Thanks for the reply. I use google g suite for my email. myname@mydomain but run through gmail.
and click the less secure apps link it reads "This setting is managed by your domain administrator." which is WIX.
Is there anything I need to do in WIX to make this work?
- JotForm SupportAdrianAnswered on February 08, 2018 at 04:00 PM
This is a setting that can be enabled only by the administrator account of your G Suite.
So, this must be done in Google Admin console from the administrator account. It is not related to Wix.
Complete guide: https://support.google.com/a/answer/6260879?hl=en
- PioneerPropertyAnswered on February 08, 2018 at 07:48 PM
This did not work. I've tried every combination of allowing less secure apps. Autoresponder is still not sending. Reset SMTP, toggled between SSL, TLS, and non-secure. Nothing worked.
- PioneerPropertyAnswered on February 08, 2018 at 07:58 PM
Ok, I found the issue. The mail address I was using is an alias. Is there a way to use an alias email for auto-responder?
- JotForm SupportKiranAnswered on February 09, 2018 at 12:24 AM
Do you mean to say that the recipient address is an alias email address? Could you try changing the sender email address to JotForm default address to see if that works normally?
- PioneerPropertyAnswered on February 09, 2018 at 04:08 PM
No, I (was) using an alias address as the sender email, but it didn't work. I have 2 domains associated with my g suite account. I primarily use an alias to send and receive emails but as I mentioned, the alias does not work as the sender autoresponder email.
Any ideas why it does not work?
- JotForm SupportEltonCrisAnswered on February 09, 2018 at 05:19 PM
Is it SMTP or just a custom sender email address?
If it's custom, did you verify the custom sender email address after adding it?
In addition, there may be restrictions on your email provider like Google that prevents this. It would require some authorization, so in the following guide, we suggest turning on "access for less secure apps" on Google.
- JotForm SupportEltonCrisAnswered on February 09, 2018 at 05:21 PM
Sorry for the oversight. I just realized you've already tried this.
We will check this further and get back to you.
- JotForm SupportEltonCrisAnswered on February 09, 2018 at 05:29 PM
So I presume you've already used an alias in GSuite? Can you try it with your primary email address instead of an alias?
If you are going to use credentials from GSuite as the sender email of your form, there's going to be a double alias situation. JotForm uses your email as an alias, while your alias email is already an alias of its primary email. I'm not quite certain but I think it won't work.
If possible, use the SMTP credentials provided directly by your email provider. Or use the primary email address instead of the alias email. See if this helps.
- PioneerPropertyAnswered on February 10, 2018 at 11:07 PM
Yes, I use both my primary g suite email and the alias, daily. The autoresponder works fine when I use my primary domain email address but it doesn't work when I use my secondary domain (alias) address.
I won't use my real emails or domains but here's an example.
My primary g suite domain is bobsbikes dot com and me email is bob at bobsbikes dot com.
I also have a secondary domain under the same g suite account called bobfixesbikes dot com and me email alias there is bob at bobfixesbikes dot com.
My primary email address works as autoresponder, alias does not.
- JotForm SupportBDAVIDAnswered on February 11, 2018 at 09:14 AM
As you have already tested, the alias won't work, I have forwarded this to our back-end team to see if there is a way to make it work.
- PioneerPropertyAnswered on February 11, 2018 at 05:19 PM
Great, thanks. Please keep me posted.
- JotForm SupportBDAVIDAnswered on February 11, 2018 at 06:38 PM
Using Alias is not supported. Using the primary address is the only option. The request to support alias has been already filed as a "feature request" in our back-end team, however, there is no time-frame for an implementation.
If this gets to be implemented in the future, you will be updated via this thread.