Notification Email: Not Received by the Recipients

Olá boa tarde, tudo bem ?

Percebi recentemente que os anexo dos formularios não estão sendo encaminhado, tenho um formulario que após sem peenchido, o ususario deve anexar arquivos. Eu recebo um notificação do preenchimento desse formulario e os arquivos em anexo. Porém desde ontem não estou recebendo mais

Hi Gabriel Marques Martins,

Thanks for reaching out to Jotform Support. Unfortunately, our Portuguese support agents are busy helping other Jotform users at the moment. I'll try to help you in English using Google Translate, but you can reply in whichever language you feel comfortable using. Or, if you'd rather have support in Portuguese, let us know and we can have them do that. But, keep in mind that you'll have to wait until they're available again.

Now, coming back to your question, when I checked out your three email addresses, which you have added to the notification email for the form : Solicitação de Garantia com Ressarcimento por Avaria, all of your email addresses are able to receive the notification emails. I can confirm that the following email addresses are not on our bounce lists, so you should be able to receive notification emails with attachments.

1. marketing@roltens.com.br
2. garantia@roltens.com.br
3. garantia@cspcomercial.com.br

Please add these two email addresses in the contact list of your email addresses : noreply@jotform.com, and noreply@formresponse.com. To resolve an issue, you can whitelist Jotform's IP addresses and domains. These are the IP addresses:

• 152.160.0.0/16
• 23.251.253.0/26
• 23.26.226.0/24

You can refer to the guide on how to whitelist Jotform's IP addresses, and this guide will show you several reasons why you are not receiving the email notification. If the issue persists, you can set up your own SMTP.

When I cloned and tested your form, I could not replicate an issue. Let me share the screenshot below of the notification with an attachment:

Can you try it again and see how it goes? If you run into the same issue again, let us know, and we'll do some more testing to see what's going on.

Let us know how it goes.

olá tudo bem? realizei os teste e não consegui sair do lugar mas descobri uma coisa. o que isso significa ?

Hi Gabriel,

Thanks for getting back to us. The error message indicates that the email from “garantia@spcomercial.com.br” is not accepted due to the domain’s DMARC policy. This usually means that the email was not properly authenticated upon sending and the recipient server rejected it to prevent potential spam. The domain mentioned in the error message is “formespresso.com”.

To resolve this, please follow the guide that my colleague Gaud has shared above.

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

boa tarde pessoal, tudo bem? infelizmente fizemos tudo que orientado por voces e não deu em nada, ainda continuamos com o mesmo problema. Um ponto que percebemos foi que a cada 10 tentativas de enviar o formulario, 1 chega. Devido isso não vejo outra sumução para resolver nosso problema. Alguma ideia ?

Hi Gabriel,

Thanks for your feedback. I’ll need a bit of time to look into this. I’ll get back to you as soon as I can.

We really appreciate your patience and understanding while we look into this.

Hi Gabriel,

Thanks again for the patience, we really appreciate it. I’m really sorry that this is happening. I've created a ticket and escalated this to our Developers. As soon as we hear back from them, we’ll update you here on this thread.

In the meantime, let us know if you have any other questions

Hi Gabriel,

Thanks for getting to us. It looks like you're using the verified email in your emails of form. So, this method currently deprecated and when you remove the verified email, you can't add it again.

Also, not a valid method for the most of the email services. After 1st Feb, 2024, Google enforces its users to have sent email using SMTP not verified email that we did.

So, you can use Jotform's email or SMTP sender email. I removed your email from our bounced list. For the future, there is no guarantee to delivery with using verified email.

Let us know if you need for more help.

bom dia, obrigado pela respota, o que seria esse E-mail verificado que voce comentou ?

Hi Gabriel,

Thanks for getting back to us. It's about the custom sender email addresses that you have on your account. This is an old method of email relaying which is now deprecated by global email networks and the continued use of this would most likely be rejected or would be marked as spam by most email servers this time.

In your account, you have these two email addresses that you are using for custom sender emails:

garantia@cspcomercial.com.br
vendas@cspcomercial.com.br

You can remove these email addresses by doing the following:

1. Click your avatar on the top-right of the page
2. In the menu, select Settings
3. Under Sender Emails, notice the two email addresses that don't have the Pencil button. These are the verified email addresses that you must remove and add again using SMTP setup.

Once you have done adding them using SMTP, you may edit your form again and modify your sender email addresses for your email alerts. This should fix your issue and your email alerts should land straight to the inbox thereafter.

Let us know if you have more questions or need more help.