Submission Email Notification Not Sending to Some Recipients

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    mthornley
    Asked on November 04, 2021 at 06:29 PM

    Hello,

    I've set the submission email notification to a few recipients, and just recently they have not been sending to some of them. I added new recipients as well to test if they would be sent, but they haven't received them either. Please let me know what you can do to assist or if I need to change a setting.

    Thank you,

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    Laura_L
    Answered on November 05, 2021 at 01:32 AM

    Hi,

    We apologize for the inconvenience caused to you.
    Could you kindly give us a link to the form that this is happening on, so that we can take a further look?

    Thank you!


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    mthornley
    Answered on November 05, 2021 at 02:31 PM

    Hello,

    Thanks for getting back to me. Here is the link: https://hipaa.jotform.com/203105187788057


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    Laura_L
    Answered on November 05, 2021 at 04:24 PM

    Hi,

    Thank you for the form link.

    All of the settings look correct. I have cleared your form cache.
    Could you try the following?

    1. Click on the "Test Email" button, and see if you are able to receive the test email:

    1636143780_618592a4c66dd_testem.png
    2. In the email settings, on the Advanced tab, change the sender address to noreply@formresponse.com.
    After this, make a test submission on the form, and see if you would receive the emails.

    1636143823_618592cfc1b0d_norepl1.png

    If changing the Sender email would not work, please try creating a new Notification email on the form.

    If the issue would still persist, please let us know.

  • Profile Image
    mthornley
    Answered on November 09, 2021 at 07:02 PM

    Hello,

    I tried sending the test email, and I did receive it, but only with the email associated with the account, and not the other recipients.

    I also tried changing the Sender Email and doing a test submission, but only received the email notification on the email associated with this account.

    I tried creating a new notification as well, and the same error occurred where it only sent to the email associated with the account.

    Please let me know if there is anything else I can do to fix this.

    Thank you,

  • Profile Image
    Laura_L
    Answered on November 09, 2021 at 08:35 PM

    Hi,

    Thank you for testing all of the options, and we are sorry to hear that the issue is still persisting.

    I have forwarded this to our developers. We do not have an estimated timeframe for the fix, but as soon as we have any updates, we will inform you on this ticket.