Customers are not receiving the Autoresponder email

I have a Repair Request form that sends out confirmation emails based on conditional requirements. There have been a handful of customers so far that never get their emails even though we do. Is there a way to check/fix what is happening to ensure everybody gets their email?

Hi Logan,

Thanks for reaching out to Jotform Support. To clarify, the Autoresponder emails that were setup to trigger based on certain condition is inconsistently working, right? I did clone your form and the condition appears to work as expected.

Could you share with us the submission IDs of those entries, whose Autoresponder emails were not sent, and we'll check them on our email logs. Let me walk you through it:

• In your Form's Submission Table
• Click on the Columns dropdown arrow.
• Next, Search for Submission ID.
• Lastly, then Enable it in the Show/Hide Columns.

You can check out the complete guide for this on this page.

Once we hear back from you, we'll be able to help you with this.

Sure thing. The more recent ones are:

5898764387014976440

5898772979315673931

5902202443709336377

Hi Logan,

I checked your form and it seems you're using custom SMTP in sending the autoresponder emails. I checked our mail logs and it seems the three submissions was sent to your custom SMTP. Check out this screenshot of the logs:

You can also check with your email provider for the mail logs.

Reach out again if you need any other help.