Users are not receiving the autoresponder email.

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    LCCJosie
    Asked on February 08, 2021 at 10:37 PM

    Hello,

    We are a summer camp that uses Jotform as our camper registration site. We have recently been experiencing some issues with not getting forms. Parents will fill them out and then ask why they never got a confirmation email, which is because we never got the form to send out our welcome email. This has happened three now and I'm wondering if it's a problem on their end or ours? We've filled out a few test forms and they all come back. Just trying to figure out what's going on and any help is appreciated!

    Thanks!

    Lost Coast Camp

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    KrisLei
    Answered on February 09, 2021 at 02:03 AM

    Hello,

    To my understanding, your users are not getting the Autoresponder email, correct? I assumed that you are referring to the Lost Coast Camp 2021 Registration Form, I have checked the form and it seems that the field to send the autoresponder email is to the "Camper email (if applicable)" field:

    1612853939_602232b369863_Screenshot_0209

    However, the said field is not a required field, and I assumed that the users are submitting the form without filling in this field, as a result, the email will not be sent to any email address as it is a blank field.

    Please try to make it a required field to prevent the users from submitting the form without filling in the field and for them to receive the confirmation or autoresponder email: How-to-set-a-field-as-required-or-non-required

    You might also find this guide helpful: Explanation-of-email-notification-and-autoresponder-settings

    I hope this helps. Let us know if you need further assistance.

  • Profile Image
    LCCJosie
    Answered on February 09, 2021 at 12:10 PM

    Oh wow! Thanks for the tip but that's not our issue. We are having problems with forms not coming through. We are having parents emailing us other required documents (like health insurance cards etc) but we have not received a form for their camper and we have to ask them to fill out the form again. One parent filled out three forms, but we only got two of them.

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    Gaetan_B
    Answered on February 09, 2021 at 01:59 PM

    Hello,

    Thanks for the additional details.


    Would you have an email address you could share with us, so we can check our email logs and investigate further?


    Hope this helps.

    Do not hesitate to reach out if you need further assistance

  • Profile Image
    LCCJosie
    Answered on February 09, 2021 at 02:04 PM

    lostcoastcamp@gmail.com

  • Profile Image
    LCCJosie
    Answered on February 09, 2021 at 03:34 PM

    We just got another report of a parent sending in two applications but we only received one.

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    KrisLei
    Answered on February 09, 2021 at 06:06 PM

    Thank you for providing the email address.

    As I have verified, the email address lostcoastcamp@gmail.com is in our Unsubscribe List:

    1612911621_602314058c7ed_

    I have removed it from that list, which could be the cause why you are not receiving the email notifications. However, please refer to this related guide to prevent bouncing emails: How to Prevent Email Bouncing Related Issues - Jotform

    You may also try to view your mail history logs to verify the status of emails: How-to-view-all-your-form-email-history

    If the issue persists, please also try to reach out to your IT team and request whitelist Jotform's IP addresses and domains: Whitelisting-JotMails-IP-Addresses.

    I hope this helps. Let us know if you need further assistance.

  • Profile Image
    LCCJosie
    Answered on February 09, 2021 at 06:18 PM

    Thank you so much! We actually are receiving emails when campers apply. What is happening is forms aren't going through. We are not getting emails and they are not showing up on our Jotform submission page. As of now we have four parents who have emailed us asking if we got their registration, for one or two campers. We have been getting one form but not both.

    For example, Cassie sent us her camper's Immunization records via email but we never got her registration on JotForm.

    Another example, Jennifer sent in registration forms for both her campers, Anna and John, but we only received Anna's.

    We aren't getting confirmation emails from Jotform that the forms have been completed and they aren't showing up on Jotform either.

    Sorry if I wasn't clear before with our issue, been a busy week!

    Thank you!

  • Profile Image
    Jessica_H
    Answered on February 09, 2021 at 09:49 PM

    Hi LCCJosie,

    From my understanding, your user's submissions are not coming through to them and to you even though they have submitted the form, is this correct?

    Could you kindly confirm if they have waited until the Thank You page loads? Kindly noted that exiting the forms while the site is loading or before the Thank You page load will not trigger the submissions to send. 


  • Profile Image
    LCCJosie
    Answered on February 09, 2021 at 10:49 PM

    Yes, that's correct. They are waiting for the thank you page because it then directs them to our PayPal where we get notification of their payment but not of their registration form.

  • Profile Image
    Gaetan_B
    Answered on February 10, 2021 at 12:13 AM

    Hello,

    Thank you for the additional detail, this is very useful.


    Could you switch your payment gateway to PayPal Checkout? (It works pretty much the same as PayPal Standard).

    I am currently wondering if there has been some kind of changes in the Standard version of PayPal that would make the second submission not being sent back to us.


    Also, would you know by any chance what payment method they are using when this happens (PayPal directly, or inputting their credit card via PayPal)?


    Hope this helps.

    Do not hesitate to reach out if you need further assistance