Autoresponder emails are not arriving

  • Profile Image
    saskcraftcouncil
    Asked on December 15, 2020 at 05:29 PM

    I'm testing my form, and some of the test submissions are not receiving an autoresponder message.

    Applicants are asked to upload 3 documents and up to 20 images - and I think this is affecting the autoresponder. Submissions with low upload amounts arrive fine - I've done this nearly 30 times to test it as I've been building the form, and I rec'd the autoresponder email less than a minute after every submission.

    But larger uploads seem to be affecting the autoresponder arriving. I still do not have autoresponder emails over an hour later when submitting with 20+ images. I'm guessing it has something to do with the attachments/uploads (but this is just a guess)

    There is no issue with the material and information arriving in jotform - only the autoresponder email isn't going to the applicant. (I've checked the spam folder). If it's just extraordinarily delayed (I'll keep an eye on my inbox in case), is there a way to speed it up?

    Any advice is appreciated!

    here is the form: https://form.jotform.com/200995734878069

  • Profile Image
    Ariel_P
    Answered on December 15, 2020 at 09:29 PM

    Hello,

    Thank you for reaching out to us.

    For us to better assist you, please share the Submission ID of the entries where you experienced the issue.

    If the form is embedded, please share with us the URL of the page where the form is embedded.

    We'll be waiting for your reply.


  • Profile Image
    saskcraftcouncil
    Answered on December 16, 2020 at 10:26 AM

    Here are two submissions that I still haven't rec'd an autoresponder email for:

    4838763257013176177

    4838776477012070133


  • Profile Image
    ashwin_d
    Answered on December 16, 2020 at 11:16 AM

    I am sorry for the trouble caused to you. I did check our email logs, and it seems auto-responder emails for both the submissions were sent successfully. Please check the screenshot below:

    [2020-12-15 16:40:53] Submission #4838776477012070133 Form #200995734878069 SENT to stark.maia@gmail.com from noreply@jotform.com, via SENDMAIL 

    [2020-12-15 16:18:53] Submission #4838763257013176177 Form #200995734878069 SENT to stark.maia@gmail.com from noreply@jotform.com, via SENDMAIL 

    All submissions you have received seems to be with the same email address. Is this your submission or all submissions were sent by the same user? I do not see any reason why few emails will be sent but other emails will not be sent to the same email address. I would suggest you to please ask your user to check SPAM folder to see if the emails ended up there.

    Do get back to us if the issue persists.

  • Profile Image
    saskcraftcouncil
    Answered on December 16, 2020 at 12:35 PM

    Hi, as stated above I have checked my spam. The submissions sent from the same email are mine - this is because I'm testing this before opening it to my community/clients.

    I'm testing it again with a different email this time (sasktel.net versus gmail.com):

    • I used my own email as the test email
    • Submitting took a few moments, then I reached the 'thank you page'
    • Checked the submissions; submission rec'd properly
    • Checked email; email autoresponder rec'd properly

    Tried all the same with a gmail submission, and it worked today.

    But the submissions I sent yesterday (submission ID's listed above) still haven't arrived. I checked my spam again, and nothing. I'm relieve it's working today, but I'm concerned that many of my clients are going to encounter the same issue.

    If there's nothing clearly wrong, I'll have to go ahead and publish the form - I'll update this question if it happens again!

    Thanks for looking into it

  • Profile Image
    Amjad_A
    Answered on December 16, 2020 at 04:11 PM

    Hi,

    Please provide us the submission ID, if you have not received the email yet, so we will able to investigate the issue and assist you further.

    Let us know if you need any further assistance.