Mail is received in Spam folder

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    Metropolinet
    Asked on January 29, 2020 at 03:29 AM

    Dear Jotform,

    We have a special process on forms that send out an email from the form and the customer has to press to it, the problem is that the email gets to the spam folder and the customer doesn't see it, why is it happening?


    An example form where the problem is:

    https://www.jotform.com/build/73371380842457

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    gerardw
    Answered on January 29, 2020 at 07:00 AM

    Are you referring to the autoresponder emails that are sent out to the customers after submitting the form? Aren't the customers receiving these emails?

    Upon checking the form you've shared, I could see that both the Autoresponder emails do not have a Sender email specified. The field is blank:

    15802987252901_16.png

    Probably that is why the customers are either not receiving the emails or receiving them in the spam folder. Please check

  • Profile Image
    Metropolinet
    Answered on January 29, 2020 at 08:22 AM

    No it's not true we only use these two emails:

    1580304145exam.PNG

    And there is fully Sender email.

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    KrisLei
    Answered on January 29, 2020 at 09:41 AM

    Hi,

    I think what my colleague s trying to advise is to try setting up an SMTP to this form instead of using Jotform's server to send the email autoresponders and notifications.

    For your reference: How-to-Setup-SMTP-for-a-Form

    I have also verified that all emails have sent status on our end through your mail logs. This means that Jotform we were able to send and received your emails but somehow it is being blocked. If the issue still persists, kindly contact your IT team or email service provider to whitelist Jotform 's domains and IP addresses: Whitelisting-JotForm-IP-Addresses-and-Domains

    I hope this helps.