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JotForm is a free online form builder which helps you create online forms without writing a single line of code. No sign-up required.

At JotForm, we want to make sure that you’re getting the online form builder help that you need. Our friendly customer support team is available 24/7.

We believe that if one user has a question, there could be more users who may have the same question. This is why many of our support forum threads are public and available to be searched and viewed. If you’d like help immediately, feel free to search for a similar question, or submit your question or concern.


  • Profile Image

    Problems with our forms...

    Asked by guest_23253112237038 on November 21, 2012 at 07:59 AM

    Dear Sir/Madam,

    Recently, we have signed up a two year service to manage our online hotel reservations. However, we regret our decision doing business with you. Here are some of the problems we are experiencing on a daily basis with our forms:

    1) Form submissions are delivered on a random basis. On some days we get them, another time your system ignores all of them. (noreply option did NOT work either)

    2) Sections of forms, which are required fields, are missing when we get then.

    3) We do changes to our forms regularly, but we still get the old version. Please do not tell us that "www." will work better. We tried that and it didn't solve anything.

    This is to inform you that we are losing business because of your malfunctioning system. We expect immediate action from your side resolving these issues.

    Thanks,

    Kamran Tahamtani, CIO

    Page URL:
    http://form.jotformeu.com/form/22982888187373

  • Profile Image
    JotForm Support

    Answered by NeilVicente on November 21, 2012 at 08:38 AM

    Hello

    First off, we're sorry to hear that you regret choosing us as your form service provider. We strive to do our best in improving our system to better serve our customers, so you can be sure that we're not taking any complaints lightly.

    With that said, let me answer your issues point by point.

    1) Form submissions are delivered on a random basis. On some days we get them, another time your system ignores all of them. (noreply option did NOT work either)

    Email, just like any other forms of communication, is a a two-way process. It is not enough that our system sends the messages, it is also important that your email host accepts it.

    For most situations, setting Sender Email to noreply@jotform.com should be enough to fix delivery problems. Yet, I noticed that your forms do not employ this workaround. Please do try it then get back to us if it does not help.

    To change your form notification's reply to and recipient settings

    1.  Edit your form
    2.  Click Setup & Embed tab
    3.  Click Email Alerts
    4.  Click Notification
    5.  In the Compose Email screen, click Reply to and Recipient settings
    6.  Choose "noreply@jotform.com" in the drop down option for Sender E-mail

    Worst case scenario is that your mail server's anti-spam software is configured very strictly such that notifications from us are having a hard time getting through - they are either rejected, trashed, or marked as Junk or Spam.

    In such cases, we recommend adding our mail server IP addresses to your host's whitelist.

    -------------------------

    2) Sections of forms, which are required fields, are missing when we get then.

    Whenever an email alert's body template is modified, the email alert, be it notification or autoresponder, will be tagged as "dirty" by the Email Wizard and will no longer be updated (to protect the changes you made).

    That means whenever you update a form (i.e., as adding, deleting, rearranging, and renaming fields), the changes will not reflect on the email alert automatically. The email template will have to be updated manually.

    To rectify this issue:

    1. Click on Setup & Embed > Email Alerts > Notification (or whatever its name is)
    2. In the Compose Email screen, click Delete Email
    3. After deleting, click on Setup & Embed > Email Alerts > Add New Email
    4. Choose Notification, click Next then finish the Email Alert Wizard

    A new, untouched email alert will always display fields as it is displayed on the form.

    Also, just so you know, you can find the missing required fields on your form's submissions page.

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    3) We do changes to our forms regularly, but we still get the old version. Please do not tell us that "www." will work better. We tried that and it didn't solve anything.

    The www trick works without fail every single time. May we know which form you are currently having this problem right now?

    By the way, we'd appreciate it if you will segregate these issues on separate threads, so we can better assist you.


    Best regards