Not receiving e-mail notifications for submissions

  • Profile Image
    solatinagroup
    Asked on July 10, 2011 at 07:53 PM

    JotForm email notifications were working fine for us for months. Then all of a sudden we would get some notifications but not others. I went into our account, made sure all of the information was correct, but the same problem kept happening. Just now I created a new form. I sent a test submission and I received it on Jotform but never received a notification sent to my e-mail address. The notification e-mail addresses I have set up are:

    info@solatina.com

    blog@solatina.com

    Here's a link to the form we just set up:

    http://solatina.com/blog/mom-of-the-month/

    I just tried this form, too, and, didn't receive a notification:

    http://solatina.com/blog/ask-the-professional/

    I confirmed that the jotform reply e-mail addy was a safe sender in my e-mail program.

    Please help. Thank you.

  • Profile Image
    allanftd
    Answered on July 11, 2011 at 12:59 AM

    Hi solatinagroup,

    Thank you for bringing this to our attention. I have tested your notification using a Yahoo Mail account and I wasn't able to replicate the issue you reported.

    Could you please try a different email address as the destination email of your notifications? Perhaps a Gmail, Hotmail, or Yahoo Mail account. If it works using this email, the issue is most likely with your email service provider. You must contact your ISP or system administrator (person or group administering your email system) regarding this issue so that they can investige on their end. They may need to add jotform.com domain to their white list.

    You may also find this link helpful:

    http://www.jotform.com/faq/#7
    http://www.jotform.com/answers/14075-I-can-t-send-notifications-to-my-email-enquiries-agneselle-com 

    If the issue still persists, please let us know so that we can investigate further. We apologize for any inconvenience. Thank you for using JotForm!

    JOTFORM SUPPORT

  • Profile Image
    solatinagroup
    Answered on July 11, 2011 at 04:34 PM

    Thanks for the suggestions. I just called up our e-mail host and white listed the specific e-mail address we're supposed to be getting notifications from: noreply@jotform.com

    However, I had already done this through Outlook.

    They said that we'd have the whitelist each individual e-mail addy, rather than the entire jotform.com domain.

    Hopefully this will fix the problem. Thanks again and I'll keep you up-to-date with any further issues.

  • Profile Image
    allanftd
    Answered on July 12, 2011 at 02:55 PM

    Hi solatinagroup,

    You're welcome and thanks for the update as well. Glad that your provider was able to assist you with this issue. I think whitelisting noreply@jotform.com will do for now.

    We'll be on standby if you need further assistance. Thank you once again for using JotForm!

    JOTFORM SUPPORT