Having issues with getting JotForm to send as my domian

  • Profile Image
    serviceexpress
    Asked on March 06, 2018 at 10:20 AM

    Hello,

     

    Im experiencing issues with getting Jotform to send as my email. I get bounce backs from the service im trying to send to saying that its sending as @jotform.com and not my email. This was always working before and the issue just started happening today. 

     

    What is the best steps for troubleshooting this?

  • Profile Image
    Adrian
    Answered on March 06, 2018 at 11:53 AM

    Is this the form that you are talking about? https://www.jotform.com/build/61334013025136


    I have tried making a test submission and the sender email shows as avanhorn@seiservice.com.

    1520355076Tour_Request_for_test_-_agonha

    If you are talking about another form, please give us the Form ID or Form URL and the Email that you are using as the sender.

    If you have changed the password for that email, you have to set it up from the beginning.

    Let us know if you need further assistance.

  • Profile Image
    serviceexpress
    Answered on March 06, 2018 at 01:38 PM

    That's correct. So we use the email to send into Asana for project creation. We now get the following bounce back from Asana that says

    **Start Quote**

    We couldn't process your email because it was sent by jotform.com, but your email domain is seiservice.com.

    Please contact your email admin to update your mail server's email settings.

    --- Subject: Tour Request for Eric Test 3

    **End Quote**

  • Profile Image
    Adrian
    Answered on March 06, 2018 at 01:51 PM

    That is because the email is being sent from JotForm servers.

    Please try the following:
    1. Delete the email address avanhorn@seiservice.com from your Account Settings https://www.jotform.com/myaccount/settings
    2. Add the SMTP Details for that email address
    (You can also do this directly from the form's email notification) How to Setup SMTP for a Form

    15203622061-2.png

    Set the sender email to avahorn@seiservice.com again. This time it should work.

    Let us know if you need further assistance.

  • Profile Image
    serviceexpress
    Answered on March 06, 2018 at 03:19 PM

    What IPs do JotForm use to make the outbound connection? We only allow specific IP's to use port 25 SMTP

  • Profile Image
    Adrian
    Answered on March 06, 2018 at 03:29 PM

    You can find a list of JotForm IP Addresses here:

    https://www.jotform.com/help/145-Whitelisting-JotForm-IP-Addresses-and-Domains

  • Profile Image
    serviceexpress
    Answered on March 06, 2018 at 03:56 PM

    Do you guys have anyway to see if its sending emails out from your end? I can use are SMTP settings else where with no issues within JotForm they do not appear to be sending via SMTP.

  • Profile Image
    Mike
    Answered on March 06, 2018 at 04:51 PM

    Unfortunately, I do not have logs for you, but in general, the SMTP option should work. I have just tested it with my test SMTP senders and it worked properly.

    You may re-check the SMTP settings. For example, the Username may need to be a full email address depending on your provider.

  • Profile Image
    serviceexpress
    Answered on March 06, 2018 at 05:03 PM

    Is their SPF records that need to be in place for your service? Or can you provide me those? 

  • Profile Image
    Mike
    Answered on March 06, 2018 at 05:21 PM

    The SMTP sender will not need the SPF. Successfully configured SMTP sender should fix the issue.

    For the custom sender, I believe that the SPF will not help. We put noreply@jotform.com to the Return-Path: header that is being evaluated by SPF. So the SPF check will pass, but the DMARC will fail.