My notifications are not coming through

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    christinekirksey
    Asked on March 24, 2020 at 02:11 PM
  • Profile Image
    Amin_N
    Answered on March 24, 2020 at 02:31 PM

    Hi there, @christinekirksey!

    Thanks for reaching out to us!

    We sincerely apologize for the inconvenience you may have encountered.

    As you have several forms associated to your account, could you please provide us with the URL of the form with which you're having this issue?

    We're patiently waiting for your response.

  • Profile Image
    christinekirksey
    Answered on March 27, 2020 at 11:04 AM

    Thanks!

    On this form, I currently have notifications set up to go to three people, but they are only going to one. 

    https://form.jotform.com/200825553980155


    On this form, I removed some folks from the notifications and they are still receiving them. 

    https://form.jotform.com/83245680395161

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    Vanessa_T
    Answered on March 27, 2020 at 01:59 PM

    As per checking on your email history logs, emails are sent to the appropriate recipients.

    https://form.jotform.com/200825553980155

    1585331514695.png

    Please note that there is only one notification email for this form with 3 recipients, as such only one email is being sent.

    If the others are not receiving emails, kindly have them check the guide below to troubleshoot why they are not receiving the email.

    Why-Am-I-Not-Receiving-Email-Notifications

    For the second form, https://form.jotform.com/83245680395161, please note that the notification email is tied to a condition, as such, email recipients will depend on the condition recipients.

    How-to-Send-Email-Based-on-User-s-Answer

    I'ved checked a few submissions and they are sending to appropriate recipients as well. Below is a sample:

    1585331799697.png

    1585331808696.png

    1585331817698.png

    You may also view your email histoy logs by following the guide below:

    How-to-View-All-Your-Form-Email-History

  • Profile Image
    christinekirksey
    Answered on March 27, 2020 at 02:55 PM

    Thanks, Vanessa!

    For the first form, they are not on the bounce list, or going to Spam. I have never had a problem receiving responses and they are using the same e-mail provider. Step 6 says to contact support and I have already done that. What do I do now?

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    JohnRex
    Answered on March 27, 2020 at 04:17 PM

    Hello @christinekirkseyIf they are using an email client application such as Eudora or MS Outlook, and the emails are not found in your spam/junk mail folder, please advise them to visit their webmail instead (go to the mail server's web page and login to their email account).

    Next, check the spam folder there. Chances are, the emails landed on the spam folder there which prevented the email client app to download/sync the emails to the email client.

  • Profile Image
    christinekirksey
    Answered on March 30, 2020 at 09:52 AM

    We checked webmail and they are not in Spam there either. 

    I updated the conditions this morning to see if that would fix the problem and it did not. I really need to get this sorted ASAP. Is there anyone available to hop on a call and talk through this??



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    Amin_N
    Answered on March 30, 2020 at 11:33 AM

    Hi there, @christinekirksey!

    In this case, I would like to recommend that you white-list our IP and domain following this guide.

    Kindly give it a try and let us know how it goes.