Not receiving email notifications of orders

  • Profile Image
    Asked on November 27, 2021 at 07:02 AM

    I am currently not receiving email notifications when customers complete an order using my Jotform. They are also not receiving the autoresponder order confirmation. So I have been missing orders. I have tried clearing cache and placing a test order and it still doesn't work.

  • Profile Image
    Answered on November 27, 2021 at 07:37 AM


    Thank you for contacting Jotform Support.

    We apologize for the inconvenience, I believe that the form in question is this form Quote & Order Form, I've checked the settings of the notification and the autoresponder of this form and found that you are using your SMTP as the Sender Email, please try to change it to our and make a test submission, if it works with you then you will need to review your SMTP, and in case it doesn't work with as the Sender Email then let us know so we shall investigate it further.


    Await your feedback.

  • Profile Image
    Answered on November 27, 2021 at 09:21 AM

    Thanks Ahmed,

    You are correct. It turns out that the password for our SMTP account had been updated and this was not updated on the Jotform Autoresponder advanced settings.

    This has now been resolved.