Not receiving some email notifications

  • Profile Image
    skyadinc
    Asked on July 02, 2014 at 10:07 AM

    We've had a few times where we don't receive the notification of forms being submitted.  We've received some since but these specifically we don't receive.  I believe it may have something to do with files being uploaded with the form.  I tried duplicating what was submitted before and it had the same result, we didn't receive the email notification. But when I did it the exact same without uploading a file to go with it the email came through immediately.

    I've talked to my host and it seems the emails originating from Amazonses.com has a very high spam rating and when files are uploaded with the form the emails get blocked.  Without files the spam rating is very low.  I don't want to whitelist amazonses.com, and open ourselves up to spam from other users of the Amazon SES service, but my host suggested that if we could get a list of outgoing email server IPs we could whitelist those.

  • Profile Image
    ashwin_d
    Answered on July 02, 2014 at 12:17 PM

    Hello skyadinc,

    That is very strange.

    Please be informed that we do not send any file attachment in submission emails and only add a URL of the file uploads. That means form submission with or without file submission should not make any difference for the receiving email servers.

    I did clone your form and tested it with/without the file upload and it seems to be working as expected. I did receive both the submission emails. Please check the screenshot below:

     

    We use amazon SES to send emails for "noreply@jotform.com". Since you are using "noreply@j...", I am not sure if white listing our IP address will be of any help. Please check the following URL for the list of IP addresses:  https://www.jotform.com/help/145-Whitelisting-JotMails-IP-Addresses

    Why don't you use your own email address to send the submission emails. Please be noted that you can setup a custom "Sender E-mail" option. The following guides should help you:

    https://www.jotform.com/blog/86-Send-Form-Emails-From-Your-Own-Email-Address-JotForm-Now-Support-SMTP

    https://www.jotform.com/help/236-How-to-use-Mandrill-to-Send-Emails-From-Your-Own-Email-Address

    Hope this helps.

    Do get back to us if you have any questions.

    Thank you!