What is JotForm?
JotForm is a free online form builder which helps you create online forms without writing a single line of code. No sign-up required.

At JotForm, we want to make sure that you’re getting the online form builder help that you need. Our friendly customer support team is available 24/7.

We believe that if one user has a question, there could be more users who may have the same question. This is why many of our support forum threads are public and available to be searched and viewed. If you’d like help immediately, feel free to search for a similar question, or submit your question or concern.

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    Why is my order for info not being forwarded to my e-mail account?

    Asked by nudeemail on May 12, 2011 at 07:16 PM

    Dear sirs,

    I have been online since yesterday with my website.  I have used your customized order form and linked in my paypal account for payment.  By the way, I used Site Buider.  Tonight I got my first two customers and the information from the form did not forward to my e-mail (thenakedminute@yahoo.com).  I just redid it on to the website, can you please tell me is it working. Also, do you have the capability of retreiving the lost information from the customers? 

    Thanks for your time,

    Dennis Emahiser

    e-mail: thenakedminute@yahoo.com

    Phone no: 561.862.9206

    Page URL:

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    JotForm Support

    Answered by NeilVicente on May 12, 2011 at 10:12 PM


    Can you confirm if those two customers you were talking about have completed their payment via Paypal? Did you receive their payment in your Paypal account?

    If not, you probably have removed the 'Pending' mark on those submissions. Our server waits for a message from Paypal that confirms the payment before sending email alerts.

    Information will never be lost because even if your customer does not pay, the data filled out will be stored in your Submissions Page, albeit marked as 'Pending'.

    Let us know if I missed anything or if you have received their payments. I'll await your response. Thank you.


  • Profile Image
    JotForm Support

    Answered by NeilVicente on May 12, 2011 at 11:06 PM



    Answered by

    Both customers did pay with their Paypal, and I got an e-mail for both from
    Paypal.� So if I'm reading you right, once the customer pays the Paypal and it
    is approved by Paypal, you will then send me the order form information?��
    Because it didn't come through.� Also can see if I did everything right, I
    really appreciate it. Thanks,Denny


    I'm re-posting your reply because for some reason it did not make it to the forum.

    Anyway, I logged in to your account and inspected your email alert settings. Everything looks good, the mail recipient is configured to thenakedminute@yahoo.com

    I just realized now that you're using Yahoo as your mail provider. Have you checked your Spam folder for the missing emails?

    Yahoo is known to have one of the strictest Spam filter, and rightfully so, because Yahoo users tend to get spammed a lot.

    Let us know if you find the emails there, and if you do, mark them as Not Spam so that everytime you get an email from us, it will go directly into your inbox.

    If the emails are not there, contact us immediately so I can file a support ticket to have our developers take over this issue. Thanks.


  • Profile Image

    Answered by jgcruz15 on August 29, 2011 at 02:28 PM

    Im having a simliar issue.. Im getting the forwarded email but they are not dispaying the drop down menu answers... how do i make sure they are displayed when automatically forwarded, as my client will be using email primarily to recieve reservations and not jotform. ???? 

    on jotform it comes out great and in htm format.. the emails come in text format and do not display all the fields. please help!!

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    Answered by allanftd on August 29, 2011 at 02:48 PM

    Hi jgcruz15,

    I have checked your email notification settings and it seems that it has been converted somehow into a text format email template (either deliberately or by accident). The quickest way to resolve this is to recreate the email notification altogether. Delete the existing email notification and create a new one, making sure that the email template editor is in HTML Mode this time.

    Hpe this information will be helpful. Please let us know if you need further assistance.


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    Answered by jgcruz15 on August 29, 2011 at 06:28 PM

    great thank u!