Why am not Receiving Email Notifications When Forms are Submitted?

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    CynthiaY2
    Asked on January 11, 2019 at 09:21 AM

    Good Morning,

      I don't have many form submissions but in the past I always received an email notification that a form had been submitted.  I've had 2 clients submit forms yesterday that I never received an email notification.  

    They contacted me and told me they completed it and I went into JOTFORM to retrieve it in this manner.  

    I've checked my spam folders (nothing), I checked that my email is correct and that it is not bouncing.  

    Could you assist?

    Cynthia Young

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    DonaldHag
    Answered on January 11, 2019 at 10:49 AM

    Go ahead and check your Email logs to see if these Emails were sent out. If they were sent out, check with your Email Admin to Whitelist Jotform IP Addresses and Domains for the Email used in your Notifications.

    We can also do a check for you on our end, please provide the IDs of the submissions for which no Email was sent out to you. You can view these IDs in the submissions panel of your account for that particular form.

    We shall await your response so we can provide further assistance on getting this issue resolved.

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  • Profile Image
    CynthiaY2
    Answered on January 11, 2019 at 11:43 AM
    New response received
    I check the email logs as you requested and it does not show in my history
    that they were emailed.
    Here are the 2 submission IDs
    4229846540899664715
    4229823558902033489
    If you can check on your end that would be perfect.
    Thank you
    Cynthia Young
    ...
  • Profile Image
    DonaldHag
    Answered on January 11, 2019 at 01:28 PM

    I have sent a test submission on the form and you should be able to see it within the submissions. I have also checked the Emails logs and an Email has been sent out to this effect. Can you confirm receiving this Email Notification? Do let me know so we can confirm this on our end.

    As for the 2 missing Email Notifications, I can confirm from my end as well that the Emails were not sent out as per the Email logs.

    I will await your response on whether the test submission has been received over Email so we can proceed further with this.

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  • Profile Image
    CynthiaY2
    Answered on January 11, 2019 at 02:43 PM
    New response received
    Hello I did in fact receive your test message. J
    Cynthia
    ...
  • Profile Image
    DonaldHag
    Answered on January 11, 2019 at 03:05 PM

    Thanks for getting back to us. I have checked with the Level 2 team, there was an issue sending out Notification Emails for a brief period of time recently but it was promptly fixed. The missing Notifications have been cued up and you will be able to receive them in your Email shortly.