Autoresponder emails are not being sent

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    WalleyeDerby
    Asked on March 03, 2021 at 02:03 PM

    When the form is submitted, the Autoresponders are not being sent to the person who is submitting the form. The Notifier Emails are working correctly.

    I first reported this problem several days ago and while the problem was confirmed by Jot Form Support, it has not been resolved.

    Because the problem has not been resolved by Jotform support, today I deleted all of the autoresponders and created new ones. Unfortunately the new autoresponders are not being sent either. I have tried several test submissions to various Email accounts and not a single autoresponder has been received.

  • Profile Image
    Cecile_A
    Answered on March 03, 2021 at 08:31 PM

    Hello there,

    I cloned your form (210295304586153) and sent a test submission to it.

    1614821176_6040373813c38_34.png

    Unfortunately, I was not able to replicate the issue.

    Autoresponder email received after form submission:

    1614821224_60403768e64f0_35.png

    I have cleared your form cache. Could you please send a test submission to your form? You may also check your form email history to confirm if emails are actually sent.

    Guide: https://www.jotform.com/help/293-how-to-view-all-your-form-email-history

    If the issue persists, kindly let us know.

    Thank you.

  • Profile Image
    WalleyeDerby
    Answered on March 03, 2021 at 09:39 PM

    I just tried a test submission and the Autoresponder Email was not sent. There is no record of an autoresponder being sent in the Email Log .for my test submission. The Notifier Email was sent and there is a record of it in the email Log.

    This form is currently in the testing phase so Please feel free to attempt a test submission using the actual form to see if you can replicate the problem

  • Profile Image
    Vanessa_T
    Answered on March 04, 2021 at 02:45 AM

    I checked your form and I can see you have conditions linked to your emails.

    However, checking on your conditions, they currently seem to be useless.

    1614843806_60408f9eb6ccc_03269.jpg

    1614843806_60408f9e7fd1c_03270.jpg

    Kindly delete all the conditions instead and please try again.

    If the issue persists, can we make a test submission directly on your form?

  • Profile Image
    WalleyeDerby
    Answered on March 04, 2021 at 03:48 PM

    Per your instructions, I deleted all the conditions and made another test submission. The Notifier was sent but the Autoresponder Emails were not sent. The issue has not been resolved


  • Profile Image
    Cecile_A
    Answered on March 04, 2021 at 04:59 PM

    Thank you for your response.

    Since we cannot replicate the issue by cloning your form,can we make a test submission directly on your form to investigate further?

    Looking forward to your reply.

  • Profile Image
    WalleyeDerby
    Answered on March 05, 2021 at 11:12 AM

    Yes, Please make a test submission directly on our form


  • Profile Image
    Cecile_A
    Answered on March 05, 2021 at 03:09 PM

    I sent a test submission directly to your form yet I was not able to receive any autoresponder email. Could you please try changing 2021 Entry Ticket Purchase autoresponder sender email to noreply@jotform.com?

    1614974833_60428f718f304_1.png

    Then, I'll send a test submission again to see if it works.

    Looking forward to your reply.

    Thank you.

  • Profile Image
    WalleyeDerby
    Answered on March 05, 2021 at 03:59 PM

    I changed the autoresponder sender email to noreply@jotform.com . I created another Test submission and the Autoresponder Email still doesn't work. The Notifier Email was sent

  • Profile Image
    Cecile_A
    Answered on March 05, 2021 at 07:51 PM

    We apologize for the inconvenience this issue has caused you.

    I have escalated the issue to our backend team for further investigation. Once we receive an update, we'll notify you immediately.

    For the meantime, you might try setting up your own SMTP as your sender email.

    Guides:

    How-to-set-up-smtp-for-a-form#_

    How-to-use-your-gmail-account-as-your-email-sender-via-smtp

    Should you have any other concerns, kindly let us know.

    Thank you.

  • Profile Image
    WalleyeDerby
    Answered on March 10, 2021 at 12:02 PM

    We haven't heard from you in four days. Is there an update on the status of this problem. We are getting to the point where we need this form to be operational soon in order to be successful in our activities.

  • Profile Image
    Cecile_A
    Answered on March 10, 2021 at 04:03 PM

    Hello there,

    Our team is working actively to resolve the issue. Our developers have marked the issue as important. It is a priority for us to resolve it at the soonest possible time.  

    Unfortunately, due to the nature of development cycles, we can't give you an ETA as to when it will be fixed. I have sent our backend team a message to ask for any progress regarding this issue. We'll notify you immediately once we receive an update from them.

    Thank you.