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    Enable custom SMTP settings into My account to allow custom sender email addresses

    Asked by markashton on July 09, 2013 at 06:13 AM


    I've got loads of clients relying on these emails ... and they'll all be demanding their money back if they don't get them ... lose orders ... because the emails are not getting to them ... that's if any of us get wind of this ... which let's face it would be a disaster

    What can be done?



    JotForm bounce list bounce Emails thanks
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    JotForm Support

    Answered by Welvin on July 09, 2013 at 08:39 AM

    Hi Mark,

    It was an issue on our email system due to the bounce API updates made by our email service provider, Amazon. This has caused some of our users/customers email to end up in the bounce list. This is now fixed! 

    If you have any email address used as a form recipient, please let us know so we can check and remove from our bounce list.

    Also, we've made some changes and permanently disable Sending Email notification using Custom Email Address and forced noreply@jotform.com be the "Sender Email" for both Notification and Auto Responder that is why (if you will check) the sender email section is not visible from both settings. 

    Due to these changes, we'd suggest to check the current email and auto responder settings to match or be the same per screenshots below:

    Form Notification:

    Auto Responder:

    Thanks for your understanding on this matter.

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    Answered by markashton on July 09, 2013 at 08:45 AM


    No chance ... I don't want all my customers getting emails from jotform.

    Also, I'm not going through all my forms doing that ... I've got loads of conditions etc

    My clients cannot see noreply@jotform ... non-negotiable

    What says you?


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    JotForm Support

    Answered by Welvin on July 09, 2013 at 10:20 AM

    Hi Mark,

    I have your concern forwarded to our level 2/developers. We've made this due to the mentioned problem.

    Also, I'm not going through all my forms doing that ... I've got loads of conditions etc

    -Your conditional logic are still intact. Nothing has been changed with the form conditional logic settings. The changes to our email system doesn't affect the conditional function. 

    -It's all automatic if you have recently use Email Field as the Sender Email, I mean, the Sender Email automatically changed to noreply@jotform.com and the "Reply-to Email" automatically changed to the "Email" field from your form. I just provide you a guide so that you'll have the idea if your client won't received any notifications.


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    Answered by markashton on July 09, 2013 at 10:31 AM


    Here's a good idea. Why not have a non-branded email address alternative like this:


    Then people like me could use an alternative like:


    If they have a real problem with the brand thing ... I and they ... can use this

    Thanks mark

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    Answered by chrisjaeger on July 09, 2013 at 11:04 AM

    I agree with this (above). My clients shouldn't have to see anything related to JotForm.


    No chance ... I don't want all my customers getting emails from jotform.

    Also, I'm not going through all my forms doing that ... I've got loads of conditions etc

    My clients cannot see noreply@jotform

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    JotForm Founder

    Answered by aytekin on July 09, 2013 at 11:51 AM

    How about this possible solution? Imagine:

    1. You go to My Account -> Settings page and enable a "Send Emails Using My SMTP Account" feature.

    2. You enter your SMTP host name, username and password. We keep that information on database. 

    3. Your forms now send from your email address using your own server. So, they are really coming from you. 


    Let me know what you think about such a solution.


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    Answered by QCordering on July 09, 2013 at 01:09 PM


    That solution sounds absolutely awesome!!!! When can we get that feature?!?!?

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    Answered by jeanettebmz on July 09, 2013 at 02:57 PM

    I agree with you @QCordering

    Hopefully Aytekin and his amazing team of developers will make this to  come true soon!

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    Answered by markashton on July 09, 2013 at 03:24 PM


    "Make this come true soon?" It's not a fairy tale you know. It's a disaster ... and one that has not been advised through a key channel like the blog or updates or whatever. It's just you're not having to suck up to your clients saying "sorry" and gritting your teeth every 10 minutes.


    I think it is a good suggestion and should be an option ... but I don't want all my emails going from my core email address. I use a lot of aliases on an exchange server ... would they be able to be used? I will only know .. when its available .. and experience it

    A good failsafe would be also providing an alternative to noreply@jotform.com i.e noreply@emailsubmissions.com

    Thanks Mark

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    Answered by Silkndiamonds on July 09, 2013 at 04:25 PM

    Actually, I think a better idea would be for JotForm to get it's OWN servers that they have control over.

    All these problems start when Amazon makes a change or blocks something, which is out of the control of JF.



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    Answered by jeanettebmz on July 09, 2013 at 04:27 PM


    The ticket is already opened, I even updated its title  and it's been marked as Urgent as we all know this is important due to the recent issues. Here at Jotform we take things seriously and never let anybody behind.


    Hopefully this feature important feature will solve the custom sender email  matter for all of our users and customers

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    Answered by markashton on July 09, 2013 at 05:17 PM

    Yeah .. I can see the titles been updated ... I'm not sure that title reflects a feature request by anyone apart from the "Main Man" ... its one of a number of suggestions made ... and I can say that I don't know if it will work for me until I've tested it .... whereas a non-branded email address will work.

    Everyone got smtp email then yeah?

    Regartds mark

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    Answered by QCordering on July 09, 2013 at 07:19 PM

    I am using Jotform to send to my zendesk and all of my emails from jotform with noreply@jotform.com make the tickets get suspended because it is a "system" email. If we could send from our own smtp servers, it would definitely get rid of that problem.

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    JotForm Founder

    Answered by aytekin on July 10, 2013 at 02:20 AM

    Silkndiamonds: We also send some of the emails from our own servers. Amazon SES is actually more reliable and faster that's why we choose them. 

    The emails with faked Sender Address were actually being sent from our own servers. But this is not a good behaviour. A single spammer can get us banned on email spam lists. So, we had to discontinue it. 

    markashton: We are working on the custom smtp solution. Yes, it will be an optional. 

    QCordering: Thanks for your input. We will have a solution as soon as possible. 

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    Answered by marrese on July 10, 2013 at 03:08 AM

    Hi amazing team,

    we are using JF to let customer fill form and send data via mal to an application made with ZOHO Creator.

    The problem is that ZOHO accepts only valid account for that application, so this newly imposed downgraded functionality means a tragedy for us.

    Please do not oblige us to redesign all our vital form on a platform other than JF.

    Grateful for a pompt reply.


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    JotForm Founder

    Answered by aytekin on July 10, 2013 at 04:38 AM

    marrese: We had to disabled the Sender Email Address feature since sending fake emails from our customers' email addresses caused problems. We are working on a replacement solution right now: You will be able to use your own SMTP server to send emails. Then you can let ZOHO accept these emails. It will be ready within a day. I will let you know.

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    Answered by markashton on July 10, 2013 at 04:45 AM

    Yeah ... it's a good idea. You've got to deal with the abuse problem.

    Some people have the 'system email not delivered' problem.

    Let's get it done and we'll all test it and destroy it ;-)

    Regards Mark

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    Answered by jamesosteen on July 10, 2013 at 11:35 PM

    I agree with Mark. Why not just create a new domain address that is a little less odd looking than jotform.com. Then maybe it wouldnt be such a big deal using it as the mailto address. Something like noreply@emailsubmissions.com looks a heck of alot better and less fishy than noreply@jotform.com. The SMTP option will be good to have to but it's going to be too complicated for some of your customers. I worked at GoDaddy for many years and I can tell you first hand that the whole SMTP function goes over alot of heads. Give people an option other than noreply@jotform.com and I'm sure that will suffice for most people.


    Also, a second reason to offer this is so customers of yours who choose to use your services aren't being ratted out so to speak with their website clients. Yes I could script out my own forms, but using jotform is much faster and saves me time. But if my clients are getting emails from jotform.com and go to that address then they realize hey you're charging me for this and you're just using another service instead of doing it yourself. I can guarantee you that many webmasters / designers will leave your service if that transparency is removed. I've already spoken to an inner circle of designers and all of them agreed they would look for something else.


    So I would highly recommend you look into markashton's idea and consider it as a possible solution to this problem.


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    JotForm Support

    Answered by EltonCris on July 11, 2013 at 01:15 AM


    Our apologies for the inconvenience this may have caused.

    Yes, Mark's excellent idea is a good one and it has been taken into consideration and it will be available within a day as per Mr. Aytekin mentioned.

    We will definitely inform you here once it's rolled out. Thank you for your feedback and understanding. We appreciate that.


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    Answered by jamesosteen on July 11, 2013 at 01:26 AM

    For the record, Mr. Aytekin mentioned the SMTP option being available in a day...he said nothing regarding Mark's idea of a non-branded domain alternative. Is that going to be an option in a day also because this support ticket makes no mention of that anywhere? And yes it was an excellent idea from Mark so hopefully it will be considered.

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    Answered by bedandbiscuit on July 11, 2013 at 01:57 AM

    Also it would be an excelent idea to notify all of your customers whan all the fixes will be available (one day you said) so everybody will know how to fix this problem. I'm sure a lot of your customers did not even realize their customers are getting notifications from your email address. IT IS A MAJOR PROBLEM!! People are loosing money!!!!! Please fix the problem and let everybody know when it is done!

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    JotForm Support

    Answered by EltonCris on July 11, 2013 at 01:59 AM

    @ jamesosteen

    Personally, I think that would be redundant since you can already use SMTP if that'd be released. However, we will wait for Mr Aytekin's idea about it. It would also be good if you could open a new thread about it so we can forward it to our higher team. This ticket is mainly for SMTP solution.

    Thank you for your understanding!

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    Answered by jamesosteen on July 11, 2013 at 02:13 AM

    This thread originated as a non-branded domain alternative suggestion. It was your support team that re-named the thread to an SMTP option. Just sayin.

    Also, it would not be redundant at all. You do realize that a large portion of your customers do not even know what a SMTP mail server is correct? I have worked customer support at Godaddy for many years and believe me SMTP settings go over alot of heads. You need to think about the different types of clients you have and offer different solutions. Yes SMTP will work for some, but a much easier option for others would be to simply change to a non-branded option from within the jotform interface for the sender address. It's two entirely different solutions with two entirely different skill levels TBH. As easy as it would be to create a non-branded domain alternative to the jotform.com domain I'm not even sure why your dev team needs to think twice about it. It would be easy and provide your customers with another option. More options mean a better chance that there will be some solution to each person's needs no matter what their experience level is.

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    Answered by jamesosteen on July 11, 2013 at 02:26 AM

    Ok here is the new thread requesting the option that Mark originally suggested.

    link: http://www.jotform.com/answers/242336-Please-make-a-non-branded-domain-alternative-to-jotform-com-for-the-sender-email-address#0

    Hope it's considered now! Thanks.

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    JotForm Support

    Answered by Morian on July 11, 2013 at 03:48 AM


    I already forwarded your request. Thanks!

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    Answered by markashton on July 11, 2013 at 05:20 AM


    The thing is with an unbranded email address like noreply@emailsubmissions.com is that we know it will definitely work ... because it already does for the jotform one.

    The smtp method ... its a bit more murky .. I use exchange server with lots of aliases going on in the same account ... the vision of success is slightly less clear to me. I need to see it in action. But bottom line is I don't really need the smtp ... just a non-branded, self explanatory email adress will not raise a whisper - I like it.

    The smtp thing you should put into place because of the 'system email not being delivered' thing ... some jotform clients require and desire it.

    But please make a complicated thing simple ... provide the option of a non-branded, but self-explanatory, return email address

    Fair point? 

    Thanks Mark

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    Answered by jamesosteen on July 11, 2013 at 07:35 AM

    Amen Mark.


    From this other thread I started though (http://www.jotform.com/answers/242336-Please-make-a-non-branded-domain-alternative-to-jotform-com-for-the-sender-email-address) the reaction wasn't very favorable of the idea.

    I don't understand the reluctancey to put this idea into motion. It's a fairly easy process to do and it gives your customers another option / feature in using your services. It feels like the idea is just being blown off TBH.

    I will probably use the SMTP option with most of my clients, but there are situations (because I have one now) that is kind of complicated to explain, but a SMTP option won't work for me and I would have to use the non-branded option. Options: they are a wonderful thing to have.

    From the response that I mentioned in the link above it was pretty much a let's wait and see approach. Not at all what I wanted to hear. You already dropped the ball with not communicating this change ahead of time and not having the options / solutions already in place before the change was rolled out...let's not drop the ball again in turning away ideas to rectify the problem. It's not like hundreds of ideas are being submitted as answers...only two are and really they are the only two options I see possible. So as Mark put it, why not just do it. Fair point right?

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    JotForm Founder

    Answered by aytekin on July 11, 2013 at 07:37 AM
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    Answered by jamesosteen on July 11, 2013 at 08:24 AM

    Hey hey Mark! Your idea was accepted. You can read the response here (http://www.jotform.com/answers/242336-Please-make-a-non-branded-domain-alternative-to-jotform-com-for-the-sender-email-address).

    In short it says,

    "Got formresponse.com. Setting it up. Will ship it today. :)"

    So thank you Aytekin and Jotform Support. This will be a great feature to add and your customers will appreciate it.

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    Answered by eiermann on July 11, 2013 at 10:57 AM

    You know what would be great? If everything was like before.

    Everything was great. Now I cant click "reply" when I receive an enquiry or booking because it comes from noreply@jotform.com. What a hassle!

    There is no way to get back to how it was? You make us all look for alternative form solutions ...

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    Answered by dinesh-it on July 11, 2013 at 12:33 PM


    Sorry for the inconvenience. But I request you to please open a new thread and post your clarifications there.

    Please Refer this Guide before you open a new thread: Send-Form-Emails-From-Your-Own-Email-Address-JotForm-Now-Support-SMTP

    Thank you.

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    Answered by Thymefood on October 03, 2013 at 01:41 AM

    This is such an inconvenient "enhancemnet" from a user's point of view. I manage multiple forms for multiple customers & now, they are going to get the no-reply jotform address in their emails. It's just going to look so bad that. sender's email address goes next to sender's name in emails.

    If there's an issue at the back end, could jotform at least provide a solution that doesn't compromise a very basic email feature. This just sucks.

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    JotForm Support

    Answered by Welvin on October 03, 2013 at 03:41 AM


    We'll respond to the threads you have originally posted: