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  • Profile Image

    My Forms Are Not Forwarding AND...

    Asked by RATEX on August 27, 2014 at 09:28 AM

    Hello,

     

    I have two major concerns/ questions....

    1. None of my forms are forwarding to the suggested email address AND

    2. My form tests are adding to my monthly limit.

    Please help as I have been trying to resolve this problem for over a week.

    Thanks in advance for your help.

    Sandy

     

     

     

    My Forms and problem monthly limit thanks
  • Profile Image
    JotForm Support

    Answered by david on August 27, 2014 at 11:37 AM

    Hi,

    I checked your form and it does appear you have setup your notification properly.  So I checked our mail logs for the email address "inquiries@ratexcredit.com" and they are in fact being sent:

    Check to see if the emails are in your spam/bulk mail folder within your email account.  Occasionally, emails sent from us are filtered by email providers and you would need to manually whitelist them.  Since you are using a custom domain, here is our guide on preventing email bounces and which servers to whitelist:

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

    Since you are testing, I went  ahead and reset your account limits.

    Please let us know if you are still unable to find your email notifications and we will be happy to see what else we can find.

  • Profile Image

    Answered by RATEX on August 27, 2014 at 12:26 PM

    Hi David,

    And thank you for the response. There is nothing in our spam folders and when

    submitting actual and test forms the copies or conformations are not showing up

    in the submission view; and if a submitted doc does show up in submission view

    it is participial; meaning the bottom text isn't displayed. 

     

    Again, this has been going on for over a week and we need to resolve this. Any

    further assistance will be appreciated.

     

    Lastly, today we received a form that was submitted 3 days ago. So, I don't think 

    the issue is on our end.

    Sandy 

  • Profile Image
    JotForm Support

    Answered by david on August 27, 2014 at 01:45 PM

    Hi Sandy,

    I cloned your most recent form to do a bit of testing and everything appears to be working fine.  I sent a test submission through and the submission data arrived immediately without any of it being cutoff.  I copied and pasted the additional notes at the bottom of your form into the text area:

    The email also came through immediately to my Gmail account:

    Our system is successfully sending the emails to your account at  "inquiries@ratexcredit.com" , as I am unaware of your email providers settings, I am not sure how to proceed other than to have you make sure our addresses and servers are whitelisted with your provider:

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

     

  • Profile Image

    Answered by RATEX on August 27, 2014 at 02:29 PM

    Okay, thank you David.

    Currently our delivery path is as such... 1. JotForm to 2. Because we are using our domain Startlogic/ Open-X (which is our web hosting companies email platform) which 3. Forwards to Gmail accounts. In hopes of resolve this issue we will try redirecting the forms directly to our Gmail accounts.

    In closing, thank you again for being thorough and have a good day.

    Best regards,

    Sandy Chung - Operations Manager

    RATEX Credit Services, LLC.

  • Profile Image
    JotForm Support

    Answered by david on August 27, 2014 at 03:34 PM

    You are very welcome, let us know if you still do not receive the notifications or if they are still slow to reach one when they are sent straight to Gmail.  If they are, we will see what else we can do.

    Thank you for using JotForm!