Checking to see if an email is on a bounce list

  • TJCApaches
    Asked on September 3, 2014 at 1:58 PM

    On the form listed at the link below, the customer with the email ksco@tjc.edu is not getting the auto-responders. I just wanted to verify that they aren't on the bounce list before I check with our system admin.

    Page URL: http://form.jotformpro.com/form/23166541572958
  • Mike_T Jotform Support
    Replied on September 3, 2014 at 2:56 PM

    Thank you for contacting us.

    The ksco@tjc.edu email address is not listed in our bounced list. Now you can check the email addresses against the bounced list from Account Settings page:

    How to remove your email address from bounce list

    Also, our developers have recently added the Email Activity logs to the Account History page. 

    Checking to see if an email is on a bounce list Image 1 Screenshot 20

    Please feel free to contact us if you need any further assistance.

  • TJCApaches
    Replied on September 9, 2014 at 5:27 PM

    I've check with our email firewall admins, and they said the email never hit our firewall. I checked again to make sure that the email isn't on the bounce list. Is there a way to verify that it at least sent out an email from your servers? It sounds crazy to me, but I wanted to make sure.

  • Carina
    Replied on September 9, 2014 at 8:01 PM

    Our mail log state that emails are being sent to that address:

     

    [2014-09-05 18:58:55] SENT to ks**@tjc.edu from rh**@tjc.edu via SENDMAIL Checking to see if an email is on a bounce list Image 1 Screenshot 60 [2014-09-03 10:49:42] Submission #285564981871413351 Form #23166541572958 SENT to ks**@tjc.edu from noreply@jotform.com via AMAZONSES Checking to see if an email is on a bounce list Image 1 Screenshot 60
    [2014-08-22 17:11:23] Submission #284551082871563851 Form #13143933259 SENT to ks**@tjc.edu from noreply@jotform.com via AMAZONSES Checking to see if an email is on a bounce list Image 1 Screenshot 60
    [2014-08-20 18:02:26] Submission #284381345871723753 Form #23166541572958 SENT to ks**@tjc.edu from noreply@jotform.com via AMAZONSES Checking to see if an email is on a bounce list Image 1 Screenshot 60

    I also checked the auto-responder and it is properly set up:
    Checking to see if an email is on a bounce list Image 5 Screenshot 104

     

    As this has a noreply sender address maybe the email provider is blocking the email as taking it as spam.  

    Is this a recurring situation, or was it an isolated case?

    You can consider adding a custom sender email to the auto-responder.

    Let us know if we can assist you further.

     

  • TJCApaches
    Replied on September 10, 2014 at 5:40 PM

    It's isolated - she's the only one. I'll just double check with our team once again. Thank you so much!

  • Mike_T Jotform Support
    Replied on September 10, 2014 at 5:50 PM

    If this is not going to work, you might consider other sending options.

    1) Use a custom sender, this will switch the sending source from default Amazon SES to our mail server.

    How to Add a Custom Sender Address to an Email Alert

    2) Configure the form to use your mail server.

    How to Setup SMTP for a Form

    Thank you.