Why are email notifications not coming through from website form entries?

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    AclimaInc
    Asked on January 10, 2020 at 05:48 PM

    Please don't send me to the usual help pages for this, I've checked them and have a unique situation.

    My email notifications were working fine from our website and 'open in new tab'. However, our website just got updated but still using the same jotform forms as popups and for some reason we're not getting the email notifications of submissions through those. I don't think there's a problem with the updated website work because the submissions do show up in jotform for their respective forms.

    Any ideas what could be going wrong? Thanks!

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    AclimaInc
    Answered on January 10, 2020 at 06:04 PM

    Just learned from the website dev team that they're using an API for the form. Any thoughts on how that could be breaking the form entry > email notification system?

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    gerardw
    Answered on January 10, 2020 at 10:04 PM

    Please let us know your website URL to check the form and it's related email recipients. The usage of the API should not be an issue, but still please let us know what API is being used on the form. 

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    AclimaInc
    Answered on January 16, 2020 at 08:00 PM

    Hi gerardw, thank you for your response! We are using the Form Submissions endpoint: https://api.jotform.com/docs/#post-form-id-submissions 

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    gerardw
    Answered on January 16, 2020 at 09:06 PM

    Thanks for the API details, but could you also provide us the website URL where you have embedded the form to check.

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    AclimaInc
    Answered on February 04, 2020 at 05:27 PM

    Hi gerardw, apologies for the delay. Yes, our website is www.aclima.io and https://aclima.io/about/ . Thank you!

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    gerardw
    Answered on February 04, 2020 at 07:12 PM

    Thank you for providing us the website URL.

    I checked your website and could find three forms - one on the About us page and the other two linked to the buttons below as pop up forms:

    15808614000502_1.png

    I checked the source code of both the pages, but none of them pointed to JotForm. Could you confirm the forms created on Jotform on your website so that we can have a look?