Did not recieve booking information from our website 10/7 - 11/7?

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    Asked on November 15, 2013 at 04:36 PM

    When a client books on our website we are supposed to recieve a payment from Stripe and a booking form from Jotform.  From the dates of October 7th - November 7th we recieved payment but not the booking form, can you explain?

    Thank you

    Patty Drake



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    Answered on November 15, 2013 at 04:56 PM

    Thank you for contacting us.

    I can see that you have some submissions on your 'STRIPE Booking: Current Tour Purchase Order' form. Do you mean that you are not getting form email alerts when someone submit the form or there is something else?

    We are looking forward to hearing from you to proceed with the further investigation.

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    Answered on November 15, 2013 at 06:12 PM
    In the past I would get an email from Stripe that payment has gone through and then a booking form from Jotform with the clients information along with it.
    Beginning 10/7 – 11/7 we were receiving only the Stripe confirmation of booking but no information from Jotform and it is difficult to decipher who the booking is from.
    Please see attached examples when we received a form from Jotform and Stripe (this process was working until 10/7/13)
    Then beginning 10/7/13 we only got the Stripe form and not Jotform
    We’re getting credit card information, but were not getting the booking information? can you tell me why?
    Thank you

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    Answered on November 16, 2013 at 03:30 AM


    Unfortunately the forum does not accept email attachment, you may follow our guide found here on how you can attach an image in the forum. I have compared our mail logs vs the submission data in your account and I can see that our logs was able to send an email last 15/Nov/2013:15:28:50 through your registered email pattytours@charter.net.


    Logs from our server: 

    Current Server:

    /var/log/jotform/amazonSES.log:[15/Nov/2013:15:28:50 -0500] 31636788714162 AmazonSES Sent email to pattytours@charter.net - MessageID:000001425d73a9c2-e763642b-dabb-45dd-a094-21987eccc804-000000 - RequestId:898d94b5-4e34-11e3-9362-b7991b7a5e8a

    Logs from your submission data:


    I have cloned your form and tried to using my yahoo and gmail account but I wasn't able to reproduce the problem on my end. Have you tried using a different emails like yahoo or gmail just to rule out the problem whether this is isolated to some email providers only?

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    Answered on November 21, 2013 at 09:24 PM

    We are intermittently receiving a booking confirmation email from JotForm.
    Jot Form usually sends out an email with a subject line "New submissions:
    STRIPE Booking: Current Tour Purchase Order" The body of the email provides
    the Tour Name, Client Name, Email Address, Phone Number, and any special

    It is important that this email is received with every booking done on the
    website as it contains important information for our company. The emails
    stopped working completely from 10/07/13 through 11/7/13. Now, we are
    receiving them sporadically.

    Examples of the problem:
    Natasha Chaihorsky purchased 2 tickets on our Xmas Lights
    Tour on 11/19/13 for a total of $138. Patty's Tours only receive an email
    from Stripe regarding the payment information for the booking. We did not
    receive an email from Jot Form. The Stripe email does not include the tour
    name, the client's email, or phone number. It is imperative that we receive
    this information with every booking that is done on the website.

    Please fix asap as this is causing a major disruption in our process. We
    look forward to your speedy resolution.

    Thank you,

    Patty's Tours
    775 453 1794

    Description: Description: Pat Tour logo fo email (2)

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    Answered on November 21, 2013 at 11:25 PM

    After reviewing how the submissions are behaving on your form. The problem appears that it might be either on your email account or email provider's side as they may be blocking/rejecting JotForm emails. 

    As you can see all the submissions to your form match the emails that have been sent by JotForm servers, to your email address. Expanding on this, you can also see the example you provided listed on the submissions (11/19/2013 X-Mas Lights Tour - $138).


    In which case I would suggest a few steps to  avoid not having emails rejected. Such as, whitelisting the domains used by JotForm to send out emails:

    ·        jotform.com
    ·        email.amazonses.com
    ·        amazonses.com
    ·        jotform.co
    ·        secure.jotform.co
    ·        s3.amazonaws.com  
    ·        static-interlogyllc.netdna-ssl.com

    Also, you could test using an alternate email, e.g. an alternate Gmail, Outlook, Yahoo account. to check if all emails are delivered to a test account.

    Kindly try out the suggested steps and also take a look at the article posted below for additional information. Do let us know if you need further assistance. Thank you.


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