why did not attachments come through

Most of the time when i receive a jotform from my collegue, I get the pdf form and the attachments in PDF. But sometimes I just get the email with no attachments. why is that?

Hi, thank you for you contacting support.

We apologize for the inconvenience this may have caused.

Could you please share with us the submission ID of the submission with no attachments in the email notification?

GUIDE: where-to-find-the-submission-id

Please note that email attachment size is limited to 5MB. This was done to improve the reliability of the email service. If the attachment's total size is more than 5MB, then the submission’s emails will be sent without attachments.

You can still download the attached files using the links included in your email notification or from your submission page.

Your other concern will be addressed on this new support ticket https://www.jotform.com/answers/3156625 so we can answer it separately to avoid confusion.

Thank you.

The submission was not by me but a colleague are part of a project we are doing. I am attaching the email from jotfrom for his submission
I can understand the attachment he attached maybe over 5MB but there should be a system generated attachment of the form he filled out like there is in the 2nd email I attached “Taubman”. In this one you will see the pdf Jotfom created called “Matt-Gambardella-BS10-Shopping”. This is the pdf I need but don’t always get like in “Washington State” email
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Im available for calls at 310-617-0109
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Hi,

Unfortunately, we are unable to view your attachment. If you're attaching a screenshot, please refer to this guide:

GUIDE: how-to-post-screenshots-to-our-support-forum

We look forward to your response.

Can someone call me instead please? 310-617-0109
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Hi,

Unfortunately, we currently do not offer live support via phone. You can just use this thread for the assistance you need, and we will respond to your concern as soon as possible.

As to your concern, Could you please share with us the submission ID of the submission with no attachments in the email notification?

GUIDE: where-to-find-the-submission-id

We look forward to your response.

That’s very poor service then for no call help. This is just a waste of time going back and forth
The Submitting ID is 4990924533615716937
Brent Gonzalez


[m] +1 (818) 381-5259 | [o] +1 (800) 246-6662
[e] brent.gonzalez@skidata.com | www.skidata.com
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Hi Brent,

We apologize for the inconvenience this may have caused.

As checked, the submission attachments are greater than 5MB. As mentioned, there is now a 5MB limit with email attachments. If you enable File Upload as Attachment, and if it's larger than 5MB, you'll only get the link to download the files. The PDF Attachment is also not attached if that happens. 

We do this to prevent a greater problem with form emails and attachments. 

Thank you for your kind understanding on this matter.

You still didn’t understand my issue. As I stated, I understand the attachments made by my colleagues were over 5MB, but why didn’t I get the JOTFORM generated attachment at least? That form which is the pdf of the questionnaire they filled out is more important to me than the attachment my colleague attaches,
Brent Gonzalez


[m] +1 (818) 381-5259 | [o] +1 (800) 246-6662
[e] brent.gonzalez@skidata.com | www.skidata.com
...

Hi Brent,

As mentioned in my previous reply, if the attachment is over 5MB, there will be no attachment in the email notification including the JOTFORM generated PDF attachment. However, you can still download the attachments and the generated PDF in the submission Inbox or Table page.

We thank you for your kind understanding on this matter.

Let us know if you have further questions.