These forms accept payment but does not send responder email to customer

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    swgroup
    Asked on September 20, 2019 at 12:43 PM

    I sell a digital product that goes as an attachment to customers upon making a payment. These forms, although the test email works, accept payments but nothing is sent to the customer in return. Need help - Thanks

    Here are the forms I'm having issues with:

    https://form.jotform.com/92614774959171

      

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    denis_calin
    Answered on September 20, 2019 at 01:57 PM

    Hi @swgroup!

    I apologize for the inconvenience. I can see that majority of the autoresponder and notification emails for these forms are marked as FAILED in our system. You can also see your form's email history from your account by following this guide: How-to-View-All-Your-Form-Email-History. Your email info@whatsyouketo.com was on the bounce list and I have since removed it from there. Also, please make sure to check the spelling of the email addresses as it appears you have also used info@whatsyourketo.com in the past. Please test the forms again and let us know if the issue persists.

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    swgroup
    Answered on September 20, 2019 at 02:52 PM

    Thank you. I corrected the typo but still didn't work. I even used the generic noreply@jotform.com on one of the forms but that didn't work as well.

    Any help with this would be greatly appreciated.

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    denis_calin
    Answered on September 20, 2019 at 03:25 PM

    You are welcome @swgroup.

    I have made a clone of your form and was not able to replicate the issue - both the notification and the autoresponder emails are delivered and received as expected. I would suggest performing the following test on one of the forms: delete both the notification and the autoresponder in the form Settings>Emails. To delete them simply hover the cursor over one of the emails and click on the Trash Bin icon. You can copy and save the data somewhere so that you do not lose your Email Content. Then create both of them from scratch, leave everything on default settings except for editing the Email Content and attaching your PDF file. See if you are able to receive both the notification and the autoresponder. We will be waiting for your response.