- SekurumAsked on April 11, 2018 at 04:49 AM
We have a problem with our form. We just noticed, that sometimes no email is sent to the receiver.
All forms are visible in the inbox of the jotform backend.
test-email was sent properly.
But some forms are not in the inbox of the receiver, also not in the junk.
What can I do?
- JotForm SupportliyamAnswered on April 11, 2018 at 08:31 AM
I checked your email alerts history but I could not find any issue with it. The history shows that all emails were sent properly. With this, please check your spam folder if all the emails would have landed there instead.
If you are using an email client application such as Eudora or MS Outlook, and the emails are not found in your spam/junk mail folder, please visit your webmail instead (go to your mail server's web page and login to your email account). Next, check your spam folder there. Chances are, the emails landed on the spam folder there which prevented your email client app to download/sync your emails to your email client.
You may also review your email activity history in order to understand/view the status of your forms' email alert deliveries. You can refer to this guide for more information: https://www.jotform.com/help/293-How-to-View-All-Your-Form-Email-History
If you have other questions, please let us know.
- JotForm SupportliyamAnswered on April 11, 2018 at 09:27 AM
Thanks for the details. Can you tell us which of the submissions that you have the emails missing?
Will look forward to your response.
- SekurumAnswered on April 11, 2018 at 09:40 AM
for example these ones:Mon, 9 Apr 18 - 10:27Mon, 9 Apr 18 - 10:27
- JotForm DevelopergizemAnswered on April 11, 2018 at 10:53 AM
As you mentioned, according to our logs, the emails should be sent successfully.
You can follow the steps in this guide Why Am I Not Receiving Email Notifications
I checked the e-mails you provided above, they are not in our bounce or unsubscribe list.
I guess you need to contact your email service provider and ask them to accept emails coming from Jotform regardless of the IP Address being used.
Also, you may want to change/update your SMTP settings since the problem could be related to it.
Give it a try. Let us know if the problem still persists.