Autoresponder and notifications email stopped working

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    BronwynCook
    Asked on December 17, 2018 at 06:12 PM

    Hi there


    Our email for notifications and autoresponders has stopped working, it was working fine a couple of days ago, it isn't in junk and we have not had an issue in the past.

    Can you please look into this as a matter of urgency please?

    https://www.jotform.com/build/82948729861879/settings/emails

    Thanks

    Bronwyn 


  • Profile Image
    Jan
    Answered on December 17, 2018 at 08:05 PM

    I checked your form and I can verify that the email notification and autoresponder are configured correctly. The email recipients are not on the bounce list.

    The email history logs show that the emails were sent normally. Here's a screenshot:

    154509439012-18-ri9t5.png

    Kindly check your Spam folder and Junk mail. If the emails are in the Spam folder, please mark them as "Not Spam".

    I also suggest you add the Sender Email (noreply@jotform.com) to your Contacts or Address Book.

    Lastly, if the issue persists, please use your own SMTP server as the Sender Email. Here's how: How-to-Setup-SMTP-for-a-Form.

    Now, in the autoresponder email, I can verify that it is working. I did a test submission in your form and I received 2 autoresponder emails.

    154509497212-18-og2oy.png

    Related guides:
    Why-Am-I-Not-Receiving-Email-Notifications
    How-to-Prevent-Email-Bouncing-Related-Issues

    Hope that helps. If you have any questions, let us know. Thank you.

  • Profile Image
    BronwynCook
    Answered on December 17, 2018 at 08:17 PM

    HI Jan

    Thanks for the prompt response, however, the one that we didn't receive the email has a submission date of 17 Dec as per below screen grab. 

    1545095472Screen Shot 2018-12-18 at 11.1

    This one is not appearing in the email history log and i can confirm that the email address is correct. See below screen grab, there is no 17 Dec 18. So the email did not go through? 


    If you could please advise that would be great.

    1545095722Screen Shot 2018-12-18 at 11.1

  • Profile Image
    roneet
    Answered on December 18, 2018 at 01:01 AM

    Yes, the email from Daniel Dawson is missing. However, in our logs, I could see that the submission made by my colleague was there. He has confirmed that the Autoresponders were also working.

    You may re-send the email notification made by Daniel Dawson on Dec 17th by editing the submissions. Notification emails can be re-send by simply clicking on Edit button on Submissions page and then submitting the form.

    You can do this in your form Submission panel viewer. Use the EDIT button to go to Edit mode.

    User guide: https://www.jotform.com/help/269-How-to-View-Form-Submissions

    Let us know if you need further assistance.