Not able to receive email notification.

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    Asked on September 19, 2013 at 10:55 AM


    Thanks for a great tool!

    I followed the steps for setting up the email notifications. The Test Email to the default address is coming through but the test submission that I've done few times directly on the form does not work at all - no notifications.

    I assume that the submissions are recorded even if the payment has not taken place. Is that correct?

    The inbox in my jotform account does not show any submissions. I also checked the recipient's spam folder and there is nothing there.

    The recipient's email is the same as the default one.

    My form is this:

    Please let me know how to fix it.

    Thanks and regards.

    This is a re-post of a comment on Setting up Email Notifications

  • Profile Image
    Answered on September 19, 2013 at 11:51 AM

    This is not really answer on my questions.

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    Answered on September 19, 2013 at 12:53 PM


    First of all, thank you for your feedback!

    With regards on the issue that you are referring that you didn't received any email notification, I found out that all entries/submissions submitted into your form are all Pending Submissons (Incomplete payments). You need to enable Pending Payment Email first in order to received email notification. Currently, there are 11 Incomplete Payments in your form upon checking.

    What is a Pending Submission?

    When a user submits your payment form we keep submission data in our database until the payment is completed.

    We process the submission (ie. send emails, add to Submissions page) only after we receive a notification from the payment gateway.

    Using this wizard, you can “complete” a pending submission manually or “delete” it.

    PS: Submissions that have been pending more than 30 days will be automatically deleted

    If you need further assistance, please let us know.

    Thank you!

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    Answered on September 19, 2013 at 08:21 PM

    Thanks a lot! I wasn't aware of this feature which is of course very good and needed.

    But, please let me know if the pending submissions will be included in the monthly submissions quota (I'm on the Starter plan right now) when I enable pending email payment or they will be included in the quota first when the payment is completed?


  • Profile Image
    Answered on September 19, 2013 at 09:57 PM

    Hello mr108,

    Each submission is counted as payment submission even if the payment is not processed completely by the merchant. This is because in some payment gateways, there is no way to make sure that the payment is completed.

    Kindly let us know if there is anything else we could help you with.

    Thank you for using JotForm. :)