Conditional Autoresponder emails not being sent

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    jamesclarksonittcom
    Asked on July 23, 2011 at 03:34 AM

    I have a form which seems to be working okay and records are being stored and notification messages are getting through okay, but AutoReponder messages are not going to the submitter's email.

    When I send test messages, they arrive okay. but running the form live, not working.

  • Profile Image
    allanftd
    Answered on July 23, 2011 at 03:57 AM

    Hi jamesclarksonittcom,

     

    I'm sorry to hear you're having trouble with your autoresponders. Firstly, there are times that your client's email provider/s may look at some of these emails as spam. 

    If possible, please observe any trend or similarities among your clients that exhibit this problem (i.e. same email service provider or ISP, same location, same time of day, etc). From there, we can further isolate the most probable cause of this issue.

    Again, our apologies for the inconvenience and we appreciate your patience regarding this matter. 

    JOTFORM SUPPORT

     

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    abajan
    Answered on July 23, 2011 at 05:01 AM

    Hello James

    There certainly seems to be a problem because I cloned your form and made test submissions and did not receive any autoresponses. (There was nothing in my Hotmail account's inbox or junk folder). 

    Here's how I ran the tests: In the Please contact me about: field, I selected "Mentoring on a Project", completed the rest of the form and submitted it. I then respectively selected "Excel Model or Report Build", "Application or Add-in Development" and "Systems Review" in the "Please contact me about" field completed the rest of the form and submitted it. Since all three of your autoresponders are conditional, I did not expect to receive any autoreponse when "Application or Add-in Development" was selected but there should have been autoresponses when the other three were chosen.

    I will submit a ticket for you and hopefully we'll get this sorted out soon.


    ~ Wayne

  • Profile Image
    brx250
    Answered on July 23, 2011 at 05:15 AM

    Hi there,

    I've tried replicating this issue on our end and I've noticed some irregularities on your Conditions and Email Notifications. In your auto-responder, there appears to be an "{email}" for your user's email address while on the conditions of your auto-responder, an indicated value for your user's email address is "{email6}". Please see attached link for the screenshot.

    http://i1126.photobucket.com/albums/l618/jotformtech/1-1-auto-res.jpg

    I suggest you change these two variables to the same name.

    Hope this helps. 

    _____________________________________________
    Albert | JotForm Support

  • Profile Image
    abajan
    Answered on July 23, 2011 at 07:16 AM

    Good catch, brx250 :)

    I should've noticed that immediately.


    ~ Wayne

  • Profile Image
    jamesclarksonittcom
    Answered on July 23, 2011 at 09:55 PM

    Thanks guys.  I'm not sure how this happened as I thought I just dragged and dropped stuff, but I'll go back and have another look.  Appreciate your prompt response.

  • Profile Image
    jamesclarksonittcom
    Answered on July 23, 2011 at 10:06 PM

    Okay, I've been back and I think I have figured out the issue.

     

    The form was originally created by cloning a another form, in which the email field is named email6 for some reason.  I'm new tot this so don't yet get the automated field naming rules and can't see where you can change them.

     

    When I select the email field in Auto responder settings, it is automatically setting the email6 field name as the address field, I cannot seem to fix this.  The first Autoresponder was cloned with the form, the extra two autoresponders were added after the cloning, but they seem also to be selecting the email6 field even though it isn't part of the form.

     

    I can't seem to find a place where I can change the field names, so I can't make them match, unless my newbiness just means I haven't looked in enough places.

     

    Thanks in advance for any assistance.

     

    BTW, I paid for an upgrade last week and haven't seen my status change, it still shows as a free account and emails to the suggested address have eleicited no response, any advice on that?

  • Profile Image
    jamesclarksonittcom
    Answered on July 23, 2011 at 10:10 PM

    Please ignore my last post, I was looking in the wrong place.  found where the change needed to be made, now all working a-okay!

     

    Thanks for your assistance.  Love the way this all works, getting a little wiser.  :-)

  • Profile Image
    abajan
    Answered on July 23, 2011 at 10:11 PM

    Ahh! Happy to hear this. I was just about to type an explanation of what needed to be done.

    Cheers :)


    ~ Wayne

  • Profile Image
    jamesclarksonittcom
    Answered on July 23, 2011 at 10:12 PM
    Wayne,



    Any advice also on how to resolve my account status?



    Kind regards,

    James





  • Profile Image
    brx250
    Answered on July 23, 2011 at 10:14 PM

    Hi,

    Good to hear this too. I do hope that you enjoy using JotForm. In any case, I will try to endorse your upgrade issue to our administrators and hopefully we can verify and sort this out as soon as possible.

    _____________________________________________

     

    Albert | JotForm Support
  • Profile Image
    abajan
    Answered on July 23, 2011 at 10:47 PM

    Hi jotformfan

    For some reason your message wasn't posted. Please try again by posting via this link:

    http://www.jotform.com/answers/35372-Conditional-Autoresponder-emails-not-being-sent

    Thanks.


    ~ Wayne

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    aytekin
    Answered on July 25, 2011 at 11:17 AM

    Fixed. Your account is now premium. On the order form, there is a username field. I think you accidentally changed that to your email address. That has caused our system to not upgrade you automatically. I now upgraded your account manually.

    Enjoy JotForm Premium!