What is JotForm?
JotForm is a free online form builder which helps you create online forms without writing a single line of code. No sign-up required.

At JotForm, we want to make sure that you’re getting the online form builder help that you need. Our friendly customer support team is available 24/7.

We believe that if one user has a question, there could be more users who may have the same question. This is why many of our support forum threads are public and available to be searched and viewed. If you’d like help immediately, feel free to search for a similar question, or submit your question or concern.


  • Profile Image

    Not receiving email

    Asked by phomolo on July 22, 2014 at 06:01 PM

    Hello Jotform,

    First of all, I am so amazed at your product. I was recommended by web designer and absolutely love it. What a great joy.

    I have one problem, I am not receiving any email notifications by Jotform. I sent a test to another account and it worked. 

    I would greatly appreciate your help.

    Cheers,

    Brian

    Page URL:
    phomololodge.com/contact-us/

    not receiving email email JotForm problem email notifications product
  • Profile Image
    JotForm Support Manager

    Answered by Jeanette on July 23, 2014 at 12:55 AM

    Hello Bryan!

    I'm very happy hearing your feedback.  On regards to the email problem, maybe you are using the test button? Let me tell you that test button will always send the message to your email on profile.

    To really test a form using a different recipient, you must fill it out and submit it.

    For further help, please check this guide.

    http://support.jotform.com/help/208-How-to-setup-email-alerts-to-prevent-email-bouncing-related-issues

     

  • Profile Image

    Answered by phomolo on July 23, 2014 at 02:21 PM

    Hi Jeanette,

    Thanks for the response. I looked into the link you sent me and followed the instruction. Did some testing on my end. I've changed email to another account and it worked. However, this email doesn't seemed to be working.

    I have Google App and looked into the log and found no email coming from JotForm. Do you have any idea or suggestion?

  • Profile Image
    JotForm Support

    Answered by david on July 23, 2014 at 02:45 PM

    Hi,

    I checked the email address associated with your account to make sure it was not on our bounce list and it is not:

    I do see that the test emails are indeed being sent to this address:

    They be being sent to your bulk or junk mail folder.  Please check there.  These emails come from "noreply@jotform.com" and occasionally are treated as spam by email providers.  Let us know if this is not the case and we will be happy to look into your issue further.

    Thank you for using Jotform!

     

     

  • Profile Image

    Answered by phomolo on July 23, 2014 at 03:49 PM

    Hi,

    Thanks for the screen shot of the log. Here is my situation and what I have done.

    -- I use Google App for email (contacted Google and said everything is fine and MX recorded is inputed correctly)

    -- I have entered the whitelist IP address of Jotform and noreply@ to manually avoid spam (didn't work)

    -- I have changed the recipient's email address to other Google App email and worked fine from Jotform to their account.

    -- I have sent and test email from Gmail, Yahoo, and iCloud back and forth and my email account worked fine.

    -- Contacted my web server provider and said everything is routing to Google properly.

    Conclusion

    The email account is receiving and sending emails fine, it's just not getting email from JotForm. The only way I was work around this was to set email sender as my personal account. 

    Why the email is getting lost is perplexing. 

     

    Thanks for your help. Any additional thought would be great.

     

     

  • Profile Image
    JotForm Support

    Answered by david on July 23, 2014 at 04:05 PM

    Hi,

    The only thing I can think of is that it is getting filtered somewhere along the way.  It is being send from us and received by your email provider, but where it is going after that I am unsure.  If the custom domain does work for you, I would recommend using that workaround for now.  If this is not an acceptable solution, let us know and we will see if there is anything else we can check on our end.  Very sorry about the frustration.

    Thank you for using Jotform!

  • Profile Image

    Answered by labviewpartnerprogram on July 23, 2014 at 05:06 PM

    I also have this issue and it was working up until July 15th.  Nothing was modified in the form and it has worked for years up to that point.  Now

    all of a sudden none of my form notifications or event test emails make it through
    .  Do you have issues with sending messages to group email addresses?  What changed on the Jotform side recently?  Was it adding this noreply account (we did not have it before and had no issues)?
  • Profile Image
    JotForm Support

    Answered by david on July 23, 2014 at 06:31 PM

    Hi,

    I moved your question to a thread of its own.  We will address your issue here:

    http://www.jotform.com/answers/407530

    Thank  you for using Jotform!