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    Not receiving submission emails

    Asked by pro003 on February 21, 2014 at 08:42 AM


    I started using jotform few weeks ago, it really works and it's awsome. But couple of days back I don't get mails on my mail which i configured to receive the notification. After the message is submited I can see it in inbox of my form on jotform site but I don't get the notification on my email so i can answer right from my gmail. I hope i explained you clear enough since i'm not a native english speaker.

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    JotForm Support

    Answered by ashwin_d on February 21, 2014 at 09:05 AM

    Hello pro003,

    Upon checking your form, I did not find any issue with that. You should be receiving the submission emails normally. Have you done any changes in the last few days in your notification alert?

    Upon taking a closer look, I found that you are using custom "Sender Email" and our email server is unable to use that sender email to send notification emails. Please check our email server log below:

    /var/log/jotform/remoteSmtpEMAIL.log:[21/Feb/2014:08:35:56 -0500]  FAILED remote SMTP to info@x-arena.com from info@x-arena.com Last-Form-ID :  IP : Form-ID: 40395899682373 Reason SMTP Error: Could not authenticate.

    As the error log clearly says that, SMPT server is unable to authenticate with the provided login credentials. Have you changed your SMTP login credentials after setting up the custom sender email? I would suggest you to please remove the current sender email and add it again fresh. The following guides should help you:

    Delete custom sender email:  http://www.jotform.com/help/241-How-to-Edit-Delete-Sender-Emails-on-SMTP-Settings

    Add custom sender email:  http://www.jotform.com/help/238-How-to-Add-a-Custom-Sender-Address-to-an-Email-Alert

    Hope this helps.

    Do get back to us if you have any questions.

    Thank you!

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    Answered by pro003 on February 21, 2014 at 03:30 PM
    Thank you. You have pinpoint my problem and I solved it. Great support.
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