Email Notifications: Issues receiving submissions

  • BZAmipson
    Asked on March 4, 2019 at 3:52 PM

    Hello Support,

    We are having issues where some of the jotform submissions aren't being emailed to a recipient. There are two recipients listed, and one will get it, but the one @benzinga.com will not. I don't know if its an issue with their email server, but do not know where to look to figure it out.

    For instance, just this last week two submissions didn't go tot he @benzinga email, and both of those submitters had emails that ended in @yahoo.co.in. Will it make a difference if it is ending in that and not .com? Is there a reason why JotForm would not recognize it the same?

    Also, do you know of a solution to this, even if it is with benzinga's email server? How can we change it so they go through?

    Thanks,

    Megan Ipson

    Page URL: https://form.jotform.com/adc_master/BenzingaHourly
  • jherwin
    Replied on March 4, 2019 at 5:01 PM

    I checked our mail logs and found that submissions or notifications were sent to your email successfully. Also, the email to your recipients is not on our bounce list.

    If you are hosting your own email then please whitelist our jotform domains and IPs to ensure email will be sent to your email successfully.

    Guide: Whitelisting JotForm IP Addresses and Domains

    You can also check this guide for a possible reason why you are not receiving email notification: Why Am I Not Receiving Email Notifications

  • BZAmipson
    Replied on March 5, 2019 at 11:43 AM
    Hello Jherwin,
    Thanks for the checking. You are saying that on 2/28/19 the submission from rex_shanthi@yahoo.co.in was successfully sent to kim@benzinga.com? Because they did not get it, even though they’ve received most of the other ones.
    Thanks,
    Megan
    Megan Ipson
    Accounting Specialist
    Certified QuickBooks Online ProAdvisor
    Certified Bill.com Expert
    AccountingDepartment.com, LLC
    ...
  • David JotForm Support Manager
    Replied on March 5, 2019 at 12:58 PM

    Yes, the mail logs show that all notifications are being sent successfully. Probably the notification landed in the spam folder, or due to security filters in "kim@benzinga.com", the notifications from JotForm are being blocked.

    Please ask your email service provider to add to their white-list our domain names and sending IP addresses: https://www.jotform.com/help/145-Whitelisting-JotForm-IP-Addresses-and-Domains