Not receiving notification email when is only one assigned email recipient

Hello, I am an IT Technician for a user.

They are experiencing an issue where they can only receive emails from JotForm when another recipient is added to the form. They currently, now, have it set to be received by 2 email addresses, one of those being their personal email. We have checked their email security settings for the intended email and JotForm is not being blocked in any capacity. The user is also concerned that their email is on your Bounce List, even though they are now receiving the emails with the other email added. Is there a way to resolve this so that the user can set just one recipient?

No settings have been changed and this issue was noticed on April 10th with that being the last day prior to today that emails were received.

Hi Gnosys,

Thanks for contacting Jotform support. I'm sorry this is happening. To help us understand better, is this issue happening with just one specific form or all their forms? And, could you also share the form URL of the form where they're facing this issue? This will allow us to do some testing.

Additionally, could you ask them to record what's happening and share the video with us on our Support Forum? They can upload the recording to a public platform like Google Drive, YouTube, or Dropbox, and share the link. Alternatively, they can use Loom to record the video and send us the link. This will really help us see what's going wrong. Thanks!

Once we have a better idea of what’s going on, we’ll be able to come up with a solution.