I am having multiple form issues!

  • Profile Image
    Asked on July 12, 2019 at 10:36 AM

    First, our notification emails are taking too long to come in. Is this a normal issue?
    We need to be able to see submissions pretty quick.

    Second, occasionally after filling out form, once the user hits submit, it says "please wait" and never goes through. The form submission is never logged.

    These are major issues for us. We have paid for a subscription and plan to rely pretty heavily on these forms in our business. I had someone contact me with more questions the last time I posted about this, I answered the email and in the thread, then I never heard back from anyone.

    Is there a better way to contact support than chatting back and forth on this thread?

    We have spent more than a month working on these forms. Getting them to look like we want and get all of our questions in order. Now we are ready to launch these forms on our website and use on a daily basis. We are running into these issues, and it is frustrating. Jotform has great reviews, and everything seemed straight forward, but I'm starting to second guess using this in our business.
  • Profile Image
    Answered on July 12, 2019 at 11:43 AM

    Sorry for the inconvenience this may have caused you. I found your other thread, but I am not sure why no one replied. 

    The best way to reach us is here on the forum. 

    I saw that you provided a different form on this thread.

    We had some issues with email delivery in the past few days. Our developers resolved the issue and the emails should be sent right away now. 

    I checked the last name Perry, you provided on the other thread, but I was not able to find any record on the submissions page. Can you find that submission on the submissions page? If so, please provide us the submission ID. 

    How to View Form Submissions

    Where to Find the Submission ID?

    I tested both forms and I received the Autoresponder Email right away. Email Notifications were also sent successfully. You can also check the email logs.

    How to View All Your Form Email History

    Did you receive the emails? If not, please check your spam folder and if there are emails coming from @jotform mark them as not spam. 

    I would also suggest you to add noreply@jotform.com and noreply@formresponse.com to your contacts lists and whitelist our domains and IP addresses.

    Whitelisting Jotform IP Addresses and Domains

    You can also check this guide:

    Ways to Get Notified of New Submissions Aside from Email Notifications

    I moved your second issue to a separate thread - https://www.jotform.com/answers/1889462

    I will reply there shortly. 

  • Profile Image
    Answered on July 12, 2019 at 12:14 PM

    I'm sorry, the last name was Pace, not Perry.

    I did get both notification emails from your response on both forms.

    Thanks for looking into this for me.

  • Profile Image
    Answered on July 12, 2019 at 12:39 PM

    You can search the name Pace in the Submission Page to find the associated data. 


    Give it a try and let us know how it goes. Thank you.

  • Profile Image
    Answered on July 12, 2019 at 12:59 PM

    I found it, and I found the email. It had sent successfully, but had gotten sent to junk email.
    I don't know why that email went to junk when others come through, but I have added all possible domains to the white list, so hopefully we won't have that issue anymore.

  • Profile Image
    Answered on July 12, 2019 at 01:15 PM

    We are glad to hear that you found the email. Feel free to contact us if you have any other questions or issues.