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    Submissions not being delivered.

    Asked by kumc on June 14, 2013 at 11:48 AM


    We have a form that was working well, but on occassion, a submission will not be received.

    In the form submission records, there is evidence of the submission, but the submissions never appeared in either of the mailboxes.

    Can you provide any insight as to what happened to these submissions?



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    Answered by khrisell on June 14, 2013 at 12:05 PM

    Make sure that all of your form's email alerts (on each form) are set this way
    -SENDER EMAIL : noreply@jotform.com

    Kindly check this guide: http://www.jotform.com/help/208-How-to-setup-email-alerts-to-prevent-emails-not-being-received-issues

    Have you checked your spam folder?

    Because, there are instances that some emails with similar contents may get tagged as spam by email service providers. If it is not there kindly let us know.

    Thank you for using JotFrom!

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    Answered by kumc on June 14, 2013 at 03:13 PM
    I will have the user check the spam folders for the submissions. I noticed that the Whitelisting JotMails IP Addresses document at http://www.jotform.com/help/read.php?if_id=145 occurred right about the same time the emails did not get delivered. Because we have to submit whitelisting requests to our networking department, is it possible for you to notify your subscribers via email when IPs have been added or edited?
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    JotForm Support

    Answered by Mike_T on June 14, 2013 at 03:38 PM

    I am sorry, but we do not have such a mailing list.

    As far as I can see, your "COPY/PRINT ONLY Service Request Form" form is configured to use the noreply@jotform sender email, it means that the messages are being sent via Amazon SES. There is no dedicated IP attached to this sending method, but you can whitelist something like amazonses.com or *.amazonses.com. From the other side, we use our own mail servers to send the messages related to the email notificatiosn with custom sender email, in this case you can whitelist our mail IP (I do not think it is going to be changed in the near future).

    Also, if you do not get some emails, you can flag affected submissions and ask us to check the mail logs.

    Thank you.