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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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    Missing submission content problem

    Asked by corcorance on October 30, 2013 at 04:13 PM

    Hi I'm having a problem with an active form. People are submitting information, the form is sending notification emails to the various parties who are supposed to receive them. However, the submission content is not being added to the email AND the form data is not showing up in submissions.


    You can see a copy of the form here: http://form.jotformpro.com/form/33026422124945


    Some information for some, not all submissions are being captured in submission. So I'm not sure how to trouble shoot this.

    This is a form I've used for quite a while now with no problems. Right now people are trying to submit information to meet a deadline so I'm a little concerned that we may be missing more submissions that I am even aware of.


    Please help!



  • Profile Image
    JotForm Support

    Answered by EltonCris on October 30, 2013 at 04:42 PM

    Hi Doris,

    You have few customized notifications on that form. Keep in mind that whatever updates you made to the form will not update/reflect to your edited notification template anymore. This case is mostly caused by non-updated or wrong field variable on your email notification so when the user submits the form, field variables which are no longer used or outdated will not be populated with users answer. Kindly make sure to review all the field variables if they were correct.

    Another way to overcome this is to create a new notification without modifying its content so this will served as your basis in all the data you received from the customized emails. You can also login to your account and view all the submitted submissions in your form's submissions page.

    Update us if you have further questions. Thanks!

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    Answered by corcorance on October 30, 2013 at 05:52 PM

    Hi Elton,

    Thanks for getting back to me. So here is the actual issue: the email notifications that have come through with missing content are also NOT listed in the submissions list on the website. So while an email with little or no info is sent, there is no record of that submission ever being made. Therefore, whatever is broken, is broken somewhere other than on my notification emails.

    This is happening to some but not all submissions, so again, it is not the notification email, but some other problem in how data that is being submitted is being captured by the database.

    Please advise.


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    JotForm Support

    Answered by Mike_T on October 30, 2013 at 06:41 PM

    Can you please provide us with a few examples of such emails?

    If possible, please provide full headers of these emails:

    Get the message headers

    At least we will need:

    - Recipient email.

    - Full message date (with timezone).

    I think that you might be getting the email alerts from other forms, so we will need to check this.

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    Answered by corcorance on October 30, 2013 at 07:33 PM

    OK thanks - I think I found the rogue form and have shut down that problem. I apologize for all the back and forth on this!

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    Answered by jeanettebmz on October 30, 2013 at 08:05 PM

    We are very happy to hear that you resolved the problem. Please do not hesitate to contact us in the future if you need it.

  • Profile Image

    Answered by imca_pawc_germany on April 03, 2014 at 10:07 AM

    Hi Doris,

    I´ve currently the same problem. Can you please tell me how to solve this problem? Thank you very much.


    Best regards,


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    JotForm Support

    Answered by EltonCris on April 03, 2014 at 11:31 AM


    Please open a new thread about your question and provide the form URL in question so we can assist you better. But first, try to recreate your email notification (delete and create a new one), this might fixed it.