Autoresponder email is not being sent.

Hello! We have an autoresponder set on a form and it is not working. We do have the 24-hour reminder set as well for that particular form. Does that mean one is overriding the other? Cannot seem to figure out what is going on with the autoresponder and people using the form are concerned that their shift request has not gone through without it.

Thank you so much.

:-) Chelle

Hi Chelle,

Thanks for reaching out to Jotform Support. I am sorry you are having an issue with this. I've cloned your form and tested it, but I was not able to replicate the issue. I am able to receive the Autoresponder Email when submitting the form. Check out the screenshot of my results: Additionally, I was not able to find any reminders for the Autoresponder Email. Can you please try to remove the Autoresponder Email and then add it back on the form to see if that help. Let me show you how.

• In Form Builder, in the orange navigation bar at the top of the page, click on Settings.
• In the menu on the left side of the page, click on Emails.
• On the right side of the Autoresponder field, click on the Trash Can icon, and delete the existing Autoresponder Email. 
• While you're still under the Emails tab on the left side of the page in Form Builder, click on Add Email.

Give it a try and let us know if you need any help.

Here's a screenshot of the 24-hour reminder of the appointment that is set on the form. This seems to work, but the autoresponder that is set under Settings is not sending out to those who are signing up on the form. Did you sign up on the form and receive an autoresponse?

Thanks. Just wanted to be clear.

Chelle

Hi Chelle,

Thanks for getting back to us. I didn't make a test submission on your actual form, I had cloned your form and tested it and the Autoresponder Email worked as expected. Can you please allow us to make a test submission of your form so we can check what's going on with the Autoresponder Email? Additionally, can you please let us know if the form is embedded on any external website?

Once we hear back from you we can move forward with a solution.

Yes, please make a test submission on our form. And yes, we do have the link embedded on our website at https://dpnc.org/volunteer/

Thank you so much.

;-) Chelle

Hi Chelle,

Thanks for getting back to us. Thank you for letting us test the form. I’ll need a bit of time to look into this. I’ll get back to you as soon as I can.

Thanks for your patience, we appreciate it.

Hi Chelle,

Thanks for your patience, we appreciate it. We test the form for further investigation. However, there are some unexpected happened. The email notification was removed. We have tried to recover it and set it up again for you. We also found out that you're using custom emails, I would suggest adding noreply@jotform.com to your whitelist to prevent this from happening or using SMTP. You can check out this guide for more details. 

I submitted a test submission through your Form and everything is working perfectly this time. Take a look at the screenshot below to see my results:

Suppose you want to add a Custom Sender Email Address. It’s possible, and you only need to have your SMTP (Simple Mail Transfer Protocol) credentials ready.

Give it a try and let us know how it goes.

Hello! It does seem to be fixed now as I tested the actual form and received the automated response. Do you know why it happened? I'll have our IT person look into the SMTP stuff as I'm not certain about our credentials.

Thank you for your help.

;-)

Chelle

Hi Chelle,

Thanks for getting back to us. I'm glad that is now working on your end as well. When we checked your account, you're using the Custom Sender Addresses which is an old version that is no longer supported and that is the reason why you're having issues with the autoresponder email. That is why we tried to set it up again with noreply@jotform.com it worked perfectly.

Let us know if there’s anything else we can help you with.