My form has stopped sending confirmation emails to our clients.

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    xcelagency
    Asked on January 31, 2013 at 07:01 PM

    Our form sends two confirmation emails: one to us and one to the client. As of today, the client is not receiving the confirmation email. They have checked their spam folder and the mailings were not located there. The last time it worked correctly for us was yesterday. This must be resolved asap. Please help!

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    pinoytech
    Answered on February 01, 2013 at 01:38 AM

    Hi,

    You might like to take a look at this article for more detailed information on how to prevent emails not being received.

    If you need further assistace, do let us know.

    Thank you!

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    xcelagency
    Answered on February 01, 2013 at 02:11 AM

    Hi,

    We'll give the first half of your recommendation a try. We'll update the sending name as well as change the sending andress to noreply@jotform.com so the domain matches the authenticated ip's used by your sending servers. To perform the second half of your recommendation is unrealistic. We work with enterprise-level clients and for us to ask them to request their IT dept to whitelist 7 domains - just so they can receive a form-fill confirmation email - is an embarrasment to us. People fill out forms every day all over the web and aren't tasked with whitelisting servers to receive the email being requested.

    Also, once the update has been made, without asking our client to "test out our system to see if it's working now", is there an easier more professional way of determining what was wrong and if it's truly been corrected? Don't you have delivery metrics for sent mailings and can determine if the email bounced or was received successfully by the recipient's gateway? I'll be very honest in saying we have considered buying into your service but not if we are burdened with troubleshooting your system everytime something goes wrong. We love your service despite the hiccups we've encountered along the way and look forward to leveraging your platform as an integral piece of our fulfillment system but with that must come a higher level of support.

    I'm in the process of making the updates. Please let me know what our next steps will be.

    Btw, we're an email marketing agency and are intimately familiar with email - we actually know how this stuff works. ;)

    Thanks,

    Shannon

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    pinoytech
    Answered on February 01, 2013 at 04:12 AM

    My apologies Shannon. This week we have some problem that had something to do with CloudFlare (our security layer provider) in some regions especially jotform.us domain which causing forms not working properly. While CloudFlare still working on this issue, we would recommend you to re-embed your form code using SSL secured form.

    Thank you!

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    xcelagency
    Answered on February 01, 2013 at 09:50 PM

    Hi pinoytech,

    Thank you for the follow up. I'll redirect our users to the SSL version of the form and will await an update from your team once all issues have been resolved.

    Best,

    Shannon

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    pinoytech
    Answered on February 01, 2013 at 10:48 PM

    It's my pleasure Shannon. We will inform you immediately as soon as the issue fixed.

    Thank you for your patience!