Autoresponder and notifications email stopped working

  • BronwynCook
    Asked on December 17, 2018 at 6:12 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 


  • Jan
    Replied on December 17, 2018 at 8:05 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 Screenshot 10

    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 Screenshot 21

    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.

  • BronwynCook
    Replied on December 17, 2018 at 8:17 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 Screenshot 10

    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 Screenshot 21

  • roneet
    Replied on December 18, 2018 at 1:01 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.