Users did not get email for some time today

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    Johntrock54
    Asked on July 03, 2019 at 04:36 PM

    Can you tell if you had some SMTP mailer issues? 

    We are supposed to get notified when a form is submited, but we did not get for several submissions yesterday and today.  

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    Kevin_G
    Answered on July 03, 2019 at 07:09 PM

    Apologies for any inconveniences caused. 

    I have been checking the forms that have been shared with you and it seems like they are using the default sender email address (noreply@jotform.com). I can see the main account has an SMTP sender so I would recommend you to set the sender to the SMTP one, if this still does not work, you may contact your email provider and ask for the email logs, they should be able to track what happened to each email. 

    Let us know how it goes. 

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    kcollins_FPUD
    Answered on July 03, 2019 at 07:22 PM

    There's a problem with the default sender email. We are not getting notifications either. Can you please check it on the Jotform end? Things were working fine as of this morning.

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    Kevin_G
    Answered on July 03, 2019 at 08:50 PM

    I have been performing some tests and I was able to receive the email notification without issues, example: 

    15622013642019-07-03_18h46_13.png

    May we get access to one of your forms and add a recipient email address, test it and see if we receive the email on our end? 

    If so, please kindly provide us the form we can test, this will not affect your submissions as we will only be adding the recipient email address. 

    We will wait for your response. 

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    kcollins_FPUD
    Answered on July 03, 2019 at 10:33 PM

    Our emails finally were received after a 1 hour delay which is abnormal. But the issue seems to be resolved now. Thank you. 

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    ashwin_d
    Answered on July 04, 2019 at 01:37 AM

    I am glad to know that submission emails were received successfully. It must be a temporary delay.

    Please monitor your submission emails and get back to us if the issue persists, we will escalate it to our backend team.