Our respondents are not receiving confirmation emails

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    Ayoka_awiles
    Asked on September 18, 2019 at 05:51 PM
    We are also getting reports from respondents to our forms that they are not receiving confirmation emails.
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    IvayloK
    Answered on September 18, 2019 at 06:29 PM

    I checked your forms and noticed that there is a broken autoresponder in each of your forms. I would recommend you to delete this autoresponder, as it may cause issues.

    In order to avoid email delivery issues, we would recommend you to setup your own SMTP sender. Sending via SMTP sends directly from that address taking our servers out of equation. Here is the guide:

    https://eu.jotform.com/help/244-How-to-Setup-SMTP-for-a-Form

    Please setup SMTP for your forms and let us know, if it helps.



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    Ayoka_awiles
    Answered on September 19, 2019 at 01:42 PM

    Hello


    Can you please explain further what/where the broken autoresponder is and why it exists? Was it an issue of entry on our part? Or a glitch with the system?

    For the SMTP set up - does that require us to input all the emails connected w/ the unique codes that we currently have set up in conditions? If so, that is quite labor intensive and it would be great to know if that information can just get migrated over in the backend somehow?

    Thanks for your assistance


    Sam

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    IvayloK
    Answered on September 19, 2019 at 04:17 PM

    Below is a screenshot of the broken autoresponder. Most probably, this happened, because you had connected the autoresponder with a field, which you later deleted. So, the broken autoresponder is not operational at the moment. There is an error "Missing Field"

    1568923633chrome_iNcRTC4o9C.png

    No, you do not need to connect all the e-mails from the conditions, in order to setup SMTP. Actually, you need to setup only one e-mail for the SMTP. Please refer to the guide below:

    https://eu.jotform.com/help/244-How-to-Setup-SMTP-for-a-Form

    Here is the good news. You will only do this setup once. You can choose to use the same email address on the next form without re-entering the information.

    Let us know if you need any further assistance.