Unable to receive the Notification emails when the Form has been submitted

  • Profile Image
    Asked on March 14, 2020 at 11:06 PM

    Hi team, 

    There are few things that I would like to get some help.

    1. Update my current username from BrightstarTelecom ---> Bright Star Telecom

    2. I've been modified one of the form since yesterday and today, I don't have much luck to troubleshoot WHY i can't receive the notification email and the autoresponder won't work as well. 

    Can you please help cos I have spent so much time to figure it out.. :(

    This is the latest form that I've created: https://form.jotform.com/200732054862854



  • Profile Image
    Answered on March 15, 2020 at 12:26 AM

    1. The username could not have spaces in between the words. We can update it to this format


    2. I have noticed that in the Autoresponder the recipient email is selected as Agency name. The correct field should be an email field like Agency Email. Please switch to the Agency Email field.


    From the server logs, we have noticed that the email was sent successfully to the recipients that you have configured.


    Have you checked the spam emails?

    Try whitelisting our IP address and Domains.



  • Profile Image
    Answered on March 15, 2020 at 01:29 AM
    Thanks for your emai.
    For Point 1:
    Change username, you can change to Bright_Star_Telecom

    For Point 2: Thanks for the correction on the Auto-responder section. I've
    fixed it. For your reference, I haven't got any issues in the past as you
    can probably seen on my account I've 24 JotFrom and they are all working
    fine in which i have receiving submission notifications in the past. I've
    just realised that since yesterday I've tried and no email is coming even
    though from Jotform side have shown the email has been "SENT" successfully.
    I've using Gmail server, how can i inform them to whitelisting Jotform IP
    addresses & domains?
  • Profile Image
    Answered on March 15, 2020 at 02:57 AM

    I have moved your username change concern in another thread to avoid confusion.

    Here's the link to that thread: https://www.jotform.com/answers/2209797

    We will reply to that thread shortly.

    As for your concern regarding not receiving email notification to your Gmail account, you may contact Gmail and they should be able to help you. But, before you do that, you can also check your Spam folder first to see if the email notifications went there instead of your inbox.


    You may also find the troubleshooting steps in this guide helpful.


  • Profile Image
    Answered on March 15, 2020 at 03:07 AM

    I have checked your concern further and found that you are using SMTP as the sender email for the email notification in your form.


    And this means that the email notifications in your form are being sent from your SMTP server and not from JotForm.

    May I suggest that you check the issue you are having with your email service provider, please?

    Feel free to let us know if you need any further assistance.