Autoresponder email not sending

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    philagov
    Asked on February 22, 2021 at 01:40 PM

    Hello,

    Users who submit their form are not receiving the confirmation email. We've tested internally with our organization's email and Gmail but have not received the autoresponse.

    Please help us resolve this, it is essential to our work.

    Thank you,
    Sara

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    Jovanne_A
    Answered on February 22, 2021 at 06:22 PM

    Hi Sara, thank you for contacting support.

    I have sent a test submission to your form, and I did not receive the autoresponder email. Could you please try to re-create the autoresponder email and see if that can help?

    Guide: https://www.jotform.com/help/26-setting-up-an-autoresponder-email

    Could you also please check the email using the Test Email button and check if it's working?

    1614036107_60343c8b83d4b_10.png

    Please give it a try and let us know how it goes.

    Thank you.

  • Profile Image
    philagov
    Answered on February 23, 2021 at 08:47 AM

    Hello,

    Yesterday, I recreated the autoresponder and I also tried the "Test email" button. I was able to receive the test email but did not receive an email through filling out the form from the new autoresponder.

    I've also reviewed your checked our email history, the emails are not being sent out.

    None of those solutions are working. Could it be because the form is encrypted. 1614088039_603507672d5d0_Screen Shot 202

    Thank you,

    Sara

  • Profile Image
    Jovanne_A
    Answered on February 23, 2021 at 09:24 AM

    Hi Sara,

    As per checking, you have enabled the Form Encryption on your form. Unfortunately, with this feature, you cannot send autoresponders.

    To know more about Encrypted Forms, you may check this guide:https://www.jotform.com/help/344-Encrypted-Forms-and-How-to-Use-Them#Am-I-Notified-via-Email-When-an-Encrypted-Submission-Comes-In.

    Hope this information helps.

    Let us know if you have further questions.

  • Profile Image
    philagov
    Answered on February 23, 2021 at 09:35 AM

    That's good to know. The form is encrypted and there was no place stating that autoresponder emails could not be sent.

    Thank you,

    Sara