Why aren't we receiving email notifications?

  • Profile Image
    WildOats
    Asked on May 29, 2020 at 02:10 PM

    We're using a Jotform that customers can use to submit curbside pickup orders to our co-op grocery store.


    For over a month we've had mostly positive results, but lately we've had two recurring technical issues.


    1. Orders not forwarding to our email accounts.


    They are in our Jotform inbox but not sent through to our email inboxes our manager's check every morning.


    2. Duplicate orders being submitted a few hours or days later with all the same info but a different form number and submission time.


    The customers in question swear they have no idea how this is happening and neither do we.


    Can you help us figure out these issues so we can respond to our confused and disappointed customers?

  • Profile Image
    Kevin_G
    Answered on May 29, 2020 at 05:26 PM

    Apologies for the inconveniences caused. 

    I have been checking your account email history and it seems like the emails are sending successfully. 

    May you please check if the emails ended up in the spam/junk folder? 

    Also, for email issues we recommend to whitelist our IP addresses, you will find the needed information here: https://www.jotform.com/help/145-Whitelisting-JotForm-IP-Addresses-and-Domains 

    If the problem persists, you may also set up your own SMTP sender, this guide will help you to do so: https://www.jotform.com/help/244-How-to-Setup-SMTP-for-a-Form 

    Regarding the issue with the duplicated submissions, I've moved this to another ticket as we recommend to discus one matter per ticket, we will continue assisting you here: https://www.jotform.com/answers/2356315

    Thanks. 

  • Profile Image
    WildOats
    Answered on June 01, 2020 at 11:55 AM

    The emails we receive in our Jotform inbox are forwarded to various manager's emails.

    Most of the time this works, but occasionally (about once a day or more, lately) a customer gets a confirmation, but the submission does not get forwarded from Jotform to our managers for processing.

    We're talking about one email in 20+ every day.

    It's not going into our junk boxes, it's a glitch on your end.

    Since they're coming into our Jotform inbox ok, we've taken to printing the orders from there, but it's inconvenient for a whole team of people to have to do so, especially since email forwarding is a basic function you offer that works the other 95% of the time.

  • Profile Image
    Jimmy_D
    Answered on June 01, 2020 at 02:03 PM

    Since you are receiving several emails per day from our domains and IPs, your Email service provider might block some of the incoming emails from Jotform (noreply@jotform.com). 

    As my colleague Kevin suggested, we recommend you setup your SMTP sender on the notifications and autoresponder emails.  Sending emails via SMTP sends directly from that address taking our servers out of the equation.

    Please refer to this guide: How-to-Setup-SMTP-for-a-Form

    Try this and let us know if the issue persists.