Randomly not receiving email notifications from form submissions.

  • Profile Image
    robertcfrazier
    Asked on November 18, 2018 at 03:02 PM
    Randomly, we have had customers in the last three
    days who sent an order through, we did not get the order at our email
    address but happened to see it on the event calendar. One customer got the
    "thank you" at the end of her ordering process and it never showed up
    ANYWHERE for us to see. What can we do to ensure this does not happen
    again?
  • Profile Image
    Mike_G
    Answered on November 18, 2018 at 03:45 PM

    To my understanding, the issue that you have encountered is still with this form — http://www.jotform.us/form/72007259536154

    I have checked the email history of your account and I have not seen any failed email attempts nor the email address you set as the recipient of the email notification in your form is in the Bounce list.

    You can also check the email history of your account on this page — https://www.jotform.com/myaccount/history

    How-to-view-all-your-form-Email-History

    Also, would you be able to tell us more details about the submission(s) that you failed to receive in your email, please? Like who is it from?

    May I also suggest that you check the troubleshooting steps found in this guide, please? Why-Am-I-Not-Receiving-Email-Notifications

  • Profile Image
    robertcfrazier
    Answered on November 18, 2018 at 06:43 PM
    examples: Shelley Scheidel and Kim Duegan -
    We did not receive an email notifying us of their orders. The only way I
    knew they had ordered was that I saw their names on the event calendar for
    Nov 22 and 23. We did not receive an email in our in box. I went to the
    search bar on our email and typed in their names and orders appeared but I
    do not know where they came from (where they were being stored ) so I
    sent them to the inbox. That happened with another customer as well but
    hers didn't even appear in a search. It also happened a few days ago with
    an Angelena Zeimantz. Her email notification went somewhere other than the
    inbox and was not even on the event calendar . The strange thing is that
    other orders cam to the inbox before and after their missing orders.
    ...
  • Profile Image
    robertcfrazier
    Answered on November 18, 2018 at 09:43 PM
    another one - stacy sehorn on Nov 17. showed up on our event calendar but
    we never got her order in our in box. I had to go to "submissions" to find
    her order.
    ...
  • Profile Image
    ashwin_d
    Answered on November 19, 2018 at 06:10 AM

    I am sorry for the trouble caused to you. I did check our email logs and found that submission email for Stacy Sehorn was sent successfully on Fri, 16 Nov 2018 22:19:18. Please check the screenshot below:

    1542625696submissionEmail.png

    Have you checked your SPAM folder already? Please check your SPAM folder and see if the email ended up there.

    We will wait for your response.

  • Profile Image
    robertcfrazier
    Answered on November 19, 2018 at 08:43 AM
    1. I checked spam - no orders from jotform
    2. I never received the above email - where did you find it? I had to
    print it off of the submissions page (can't even read the abocve email to
    make sure it was her order - it is all blurred out)
    3. screen shot of stacy sehorns submissions - nothing even registers for
    nov 17
    [image: image.png]
    4. got several orders that were missing this morning - what did you do to
    make them appear in my inbox?
    5. Josh mulenkamp said he ordered at 7:30 last night. I did not receive
    that email and it wasn't on the event calendar or submissions page when I
    went to bed at 10:30 last night. It was one that showed up at 5:30 this
    morning.
    6. What is the problem - this is our business and we MUSST receive orders
    placed by our customers when they are placed. HOW DO WE FIX THIS PROBLEM?
    7. Losst or late orders mean our customers do not get their donuts
    delivered on time - that means we lose business. PLEASE HELP!
    ...
  • Profile Image
    robertcfrazier
    Answered on November 19, 2018 at 10:43 AM
    here is another one, we received it this morning but she ordered it
    saturday for sunday delivery. Obviously she didn't get her order.
    [image: image.png]
    ...
  • Profile Image
    BJoanna
    Answered on November 19, 2018 at 12:13 PM

    We are unable to see your images. Please note that the files attached to an email are not shown here on the forum. You need to open this thread and upload your screenshots

    You can check the email history logs on your account, by following the steps from this guide:

    How to View All Your Form Email History

    It also seems that we had an issue with email delivery and that some emails were delayed. Sorry for the inconvenience this may have caused you. 

    I would suggest you to test your form and to check if you are receiving the emails right away now. 

  • Profile Image
    robertcfrazier
    Answered on November 19, 2018 at 01:43 PM
    As I stated earlier, these are random. We will receive orders minutes
    before and after these that are missing. The form is working at present as
    we have already received 5 orders this morning. What causes it to misplace
    our orders? This is not something we have time to "check our email
    history" all through the day we just trust that jotform will work
    correctly. This last three or four days have cost us a couple of orders
    and a lot of stress.
    ...
  • Profile Image
    EltonCris
    Answered on November 19, 2018 at 03:07 PM

    We apologize for the inconveniences caused and glad to hear that it's now working normally as usual.

    The email history was only for you to review if our server has successfully sent the email so you can check them on your end. If you did not receive the email and it is marked as sent in our server, it could also be a problem with the receiving server. Delays not only occurs on the source but also on the receiving end. Sometimes your mail server may delay emails on purpose as a way of filtering out spam based on the behavior of the sending server.

    Anyway, as what my colleague has said, we had delays with emails recently and it's fixed. If you keep on experiencing this problem, please let us know and we'd be glad to assist you.

    Thanks for your understanding.