Auto-responder email is not being sent.

  • Profile Image
    Benjmalcolm
    Asked on June 22, 2020 at 11:50 AM

    Hello,


    I cannot get the autoresponder email function to work on my forms. I have looked through guides on setting them up already https://www.jotform.com/help/chapter-4-Form+Emails

    I get notification emails just find to the email I intend so this is not an issue. The issue is with the autoresponders. It seems set up correctly and when I press 'test email' it sends to my address on file with jotform no problems.

    However, when I fill out the live form from my website and use a different email address I do not get the autoresponder email. I have done this with two other email accounts I have and neither of them got an autoresponder, however I did get the notification emails for both. I have checked junk/spam folders and are not there either. Very mysterious and really want to solve this because it's making my client booking process inefficient for me.

    One thing I have noticed both times that I submitted the form from my website is that when I hit 'submit' it initially says 'error, form fields are not completed correctly' however it then says 'thanks for your submission' and turns green. I do not understand what errors there could be in the form and whether this could be related to the issue with autoresponders.

    The other thing is related to HIPAA forms and PHI. IN this guide https://www.jotform.com/help/518-How-to-set-PHI-fields-on-your-forms it shows that there should be a protected/not protected field that can be toggled on/off. I do not see this on my jotform builder. I don't see it  when I create my own form and don't see it when I use a healthcare form intake template. I do not see it in settings either. Where is this and how do I turn it on?

    Thanks,

    Ben



  • Profile Image
    ashwin_d
    Answered on June 22, 2020 at 12:52 PM

    I am sorry for the trouble caused to you. With which form you are having this issue with? I did check your last edited form "New Client Consultation Intake Form" and found that you have enabled encryption in your form. Unfortunately auto-responder email alert is not supported in encrypted form. 

    Please note that when you enable encryption, the data is encrypted as soon as the form is submission. Since the email address of form is also encrypted, that is the reason auto-responder email cannot be sent in encrypted form. 

    I would suggest you to please clone your existing form, disable encryption in cloned form and then test your form again. The following guide should help you on how to clone existing form: https://www.jotform.com/help/27-How-to-Clone-an-Existing-Form-from-Your-Account 

    Do get back to us if you have any questions. 

  • Profile Image
    ashwin_d
    Answered on June 22, 2020 at 12:54 PM

    I have moved your other question related to HIPAA form to a new thread so that we can address it separately. You will be answered in the following thread: https://www.jotform.com/answers/2404278