Email Notifications: Why am I not recieving Email Notifications?

  • firstclasssecurity
    Asked on November 24, 2021 at 1:56 PM

    Hi I have multiple forms setup to send an email once the form is submitted. Since 11/17/21 I have had multiple different recipients to these form submissions let me know that they are no longer receiving the emails. Each email setup to receive these submissions does NOT share an email server and based off of my view nothing has changed in my JotForm account. Any help would be greatly appreciated.

    Page URL: https://securityguardnashville.com/clients/mkplc-duty-log.html
  • Amos_W
    Replied on November 24, 2021 at 5:24 PM

    Hey there,


    Please have a look at the following article, It has a step by step troubleshooting on why emails are not being sent

    https://www.jotform.com/help/364-why-am-i-not-receiving-email-notifications/

    Please let us know if those steps didn't help so we can further investigate the issue.

    Please let us know if you need any further assistance,

    Thank you



  • firstclasssecurity
    Replied on November 24, 2021 at 6:11 PM
    Thanks for your response. Unfortunately that does not help me understand why only a few of the email notifications are not being received while most are. Is there a way to see the status of individual emails being sent out of the JotForm servers?
    ...
  • Rosa_C
    Replied on November 25, 2021 at 4:14 AM

    Hi there,
    Could you please provide us with the form URL and the submission ID that didn't send the autoresponder email?

    https://www.jotform.com/help/401-where-to-find-my-form-url/

    https://www.jotform.com/help/549-where-to-find-the-submission-id

    Awaiting your reply.
    Best.

  • firstclasssecurity
    Replied on November 29, 2021 at 12:33 PM
    As of right now these are the current forms that I am hearing back on that are no longer sending out emails to certain recipients. Attachments contain the submission IDs.
    https://form.jotform.com/212984726139162
    https://form.jotform.com/212165817369159
    https://form.jotform.com/212577901722153
    https://form.jotform.com/82944397684172
    -
    Jonathan Haire
    First Class Security, Inc.
    615-656-3300 ext. 6 (Phone)
    615-624-9731 (Cell)
    615-694-3284 (Fax)
    jon.haire@firstclasssecurity.us
    www.securityguardnashville.com
    ...
  • Zahra_S
    Replied on November 29, 2021 at 1:31 PM

    Hi There,

    We can see that you're using SMTP. This means that your SMTP server sends the email. If you're not receiving any emails then your SMTP failed to send them. It could be due to lack of permission or your SMTP server simply rejects Jotform when it tries to connect.

    Since you're using Gmail for your SMTP, we suggest checking this guide https://www.jotform.com/help/392-How-to-Use-Your-Gmail-Account-as-Your-Email-Sender-via-SMTP

    Also, when you receive a security warning from Google after setting up SMTP, you must allow it. Otherwise, Jotform will not be able to connect to your SMTP server.

    Feel free to ask for further assistance.