Schedule your reminder email: Form is sending reminder emails after deleting the scheduled email

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    BroomBarns
    Asked on February 14, 2019 at 07:09 AM

    Hi,

    Our Nursery Application Form has been sending out scheduled reminder emails. No one set these up! There was a spurious 'D' in the message received which matched the reminder email settings so we're sure that's where it came from. It didn't look as though scheduling was actually set up (I've now seen what it should look like if it is) but despite trying to cancel all reminders the email is still being sent out - with the spurious 'D' even though it no longer appears in the reminder email settings.

    Regards

    Alison

    Screenshot
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    Kiran
    Answered on February 14, 2019 at 10:22 AM

    Checking the recipient name from the screenshot, it appears that the Scheduling the reminder emails were tested sometime ago. Generally, the Reminder emails shall be having the account registered email address by default. I believe that if you have deleted the reminder email, the next scheduled emails shall not be sent. If you still receive the reminder emails after deleting the reminder, please let us know here so that we can forward it to our backend team for further investigation.

    Thanks!

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    BroomBarns
    Answered on February 15, 2019 at 09:16 AM

    Hi,

    If a reminder email was ever set up - which is doubtful but I can't prove, it was deleted on Monday and reminders were still being received yesterday by the admin account. Please investigate...

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    Kiran
    Answered on February 15, 2019 at 10:39 AM

    We have forwarded the issue to our backend team for further investigation. If there is any news in this regard, you'll be updated here.

    Thanks!

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    BroomBarns
    Answered on March 05, 2019 at 07:13 AM

    Any news? The reminders are still being sent but when I looked there was no reminder active. In order to stop these being sent out I have made the reminder active but have added 'test' to the subject and put today's date as the last date for the reminders. I am hoping that this will prevent the reminders from being sent - but it is not a 'fix' for the issue!

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    Kiran
    Answered on March 05, 2019 at 09:46 AM

    Setting another reminder with today's might not stop the existing/already scheduled reminders. Your response has been received by our backend team and being looked into. Let me also send a note to see if there is any update for you. 

    We appreciate your patience and understanding. 

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    BroomBarns
    Answered on March 06, 2019 at 10:47 AM

    It didn't... the school has just forwarded me another reminder which they received this morning:

    From: Jotform <noreply@jotform.com>
    Sent: 06 March 2019 09:00
    To: Admin at Broom Barns
    Subject: Reminder: Nursery Application Form

    D


    Dear Parent/Carer
    Please click on the button below and complete the Nursery Application form. Thank you.

     

    This has different content and subject from the reminder currently set up. So it looks as though the is a hidden scheduled reminder which they can't delete or amend.

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    BDAVID
    Answered on March 06, 2019 at 11:56 AM

    We are sorry to hear that another reminder was sent today. We apologize for the inconvenience. I will mention this in the bug report that is still being reviewed by our developers. You will be notified via this thread when the issue gets fixed.

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    BroomBarns
    Answered on August 13, 2019 at 04:42 AM

    Reminder emails are still being sent out daily at 9.00am ...

    Please investigate urgently. We paying for this service and this issue has been outstanding since February this year.

    Thanks
    Alison

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    Victoria_K
    Answered on August 13, 2019 at 05:29 AM

    Our apologies for the inconvenience. I will follow up with the assigned team to check for updates. We will inform you via this thread once reminder is unscheduled for your form.

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    BroomBarns
    Answered on August 20, 2019 at 03:42 AM

    Thank you for passing this issue to the ‘back end team’ and the ‘development bug team’ but neither have resolved this issue and we are still paying for Jotform only to receive DAILY emails to the admin account, which are screenshot above.  To be honest if we had stayed with the free service it might not be so frustrating that this hasn’t been sorted out at some point in the last 6 months. We have recently been told the error is to do with an old Nursery form we made but deleted - so we do not have access to it to change it.

    Please can we now have a deadline date for this been resolved or an extension to our subscription to compensate for this?

    Traci

    (Office Manager at Broom Barns School)

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    Victoria_K
    Answered on August 20, 2019 at 04:18 AM

    Good day Traci,

    Our apologies for the inconvenience you are experiencing. We relate your frustration, but unfortunately we can not fix this from our support position. Most likely there are some other circumstances that are preventing a faster fix for this issue. As a token of apology, we have extended billing period for your subscription for 1 month, so next billing date for your account will be Mar 14th, 2021 instead of Feb 14th, 2021. 

    Also, I have sent another note to the assigned team and as soon as we receive an update for this ticket, we will inform you right away.

    Thank you for your patience on this.

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    eugene
    Answered on August 20, 2019 at 06:48 AM

    Hello Alison and Traci,

    We are extremely sorry for the inconveniences caused so far.

    The root cause of this issue was resolved in February. However, for some of the forms which are created before/during February, the issue continued to persist.

    We now fixed the remaining faulty emails, you won't receive reminder emails regarding the forms you mentioned.

    Thanks for your cooperation and patience.