How to remove email from bounced list?

our jot form is set to email office@brentwoodonthepond.com.

It had been working for the last year, and on the 10th we received one form, but since 4/10, we've had three form submissions that have not been delivered via email.

As a test, we changed the form submissions to a personal account, then changed it back to office@brentwoodonthepond.com, and now we get a 'your email is on the bounce list' error.

But yet, when we test this on the 'bounceback' email check (in my profile/account settings) we're told office@ is NOT on the bounce list, yet we're not getting any emails.

office@ is a valid email address, and it's not a forward, so we're unsure how to resolve this.

Can someone please assist?

Are there any MX record setting/changes that we need to make to ensure this gets delivered appropriately?

Hi Jeff, 

Thanks for reaching out to Jotform Support. I checked your email address and found that it's not on our bounced list. There are several reasons why the email address is added to the bounce list. It could be due to a non-existent or inactive email address, your mail server might be unavailable, your email server rejected emails due to suspected spam, your mailbox is full, or Jotform is on your deny list.

Removing your email address from the Bounce List is easy. Let me show you how:

1. In My Forms page, click on your Avatar in the top-right corner of the page.
2. Now, click on Settings in the dropdown.
3. Next, scroll down to Bounce List, enter your email and click on Check button. If your email is on the bounce list, click Remove to remove your email from it.

Can you share the submission ID of the submissions that the email wasn't triggered so we can investigate?

Once we hear back from you, we'll be able to move forward with a solution.