Emails are not being received from form

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    bgolden13
    Asked on June 23, 2020 at 11:19 AM

    I have a free account.  I have deleted all submissions for all forms.  All other forms are working and sending the form by email except for this one, which is the most used.

    Please help!

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    Kenneth_C
    Answered on June 23, 2020 at 12:29 PM

    Thank you for reaching support,

    Apologies for the inconvenience, I cloned and tested the form and I was able to successfully receive a notification email:

    1592929552j1.png

    I suspect that this might be a cache issue so I will clear your form cache. Give it another try and let us know how it goes.

    If the issue still persists, kindly delete the current Email notification and Autoresponder email and re-create them.

    We will be waiting for your response.

    Best.

  • Profile Image
    bgolden13
    Answered on June 23, 2020 at 01:30 PM

    Still not receiving the email.   I totally deleted the two email notifications from the form and then readded them.  When I submit a form  I receive the mobile text notification.  The acknowledgement screen displays on the website as well as sending an email to the email address submitting the form acknowledging receipt of the request form; however, the actual email with the form information never arrives.  

    As I said, the other three forms are working.  It is just the "Case Payoff Quote Request" form that we aren't receiving the email on.


  • Profile Image
    Kenneth_C
    Answered on June 23, 2020 at 02:47 PM

    Hi there,

    I tested the form again and almost right away I got both the notification email and autoresponder email:

    1592937559j1.png

    Can you please check your email spam folder? perhaps its getting routed there?

    If the notifications are not there, your email provider might be preventing you from receiving it for security purposes. 

    I would recommend either of these two things:

    1. To contact your email provider and have them whitelist Jotform IPs and Domains. Here is a Related Guide: https://www.jotform.com/help/145-Whitelisting-JotForm-IP-Addresses-and-Domains

    2. Setup SMTP for your form: https://www.jotform.com/help/244-How-to-Setup-SMTP-for-a-Form

    You can also try to use a different email provider to receive the email notification to test it out.

    I hope this helps.

    Thank you for your patience.


  • Profile Image
    BJ Golden
    Answered on June 23, 2020 at 04:51 PM

    I don't believe the email is being blocked because the other forms are working.  I changed the email a few time and it worked twice and then failed again.  I will keep watching it and testing it.  I also changed the name of the form making it shorter, though that may have nothing to do with it.  

  • Profile Image
    Mike
    Answered on June 23, 2020 at 06:31 PM

    You may check the account email history. If the record is there and marked as Sent, the issue is most likely related to your email provider. If the particular email record is missing, then there might be something wrong on our end and we can take a closer look.