Form Users are not receiving autoresponder email

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    Heleen Spelde
    Asked on August 10, 2022 at 12:03 PM

    De persoon die het formulier heeft ingevuld krijgt geen automatische reactie en PDF toevoegen lukt ook niet. Bovenstaande punten uitgevoerd.



    This is a re-post of a comment on How to Include Submissions as PDF Attachment in the Email Notifications

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    Fahad
    Answered on August 10, 2022 at 01:03 PM

    Hi Heleen,

    Thanks for reaching out to Jotform Support. Our Dutch Support is not available at the moment. We will respond to you in English. Is it okay if we can respond to you in English?


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    Heleen Spelde 
    Answered on August 11, 2022 at 04:03 AM

    Hi,

    Yes we van try.

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    Israel
    Answered on August 11, 2022 at 04:32 AM

    Hi Heleen,

    Thanks for reaching out to Jotform Support. I'm sorry you're having trouble with this. Could you please provide us with the form ID or URL, so that, we can check the issue you have mentioned and assist you accordingly? Please refer to this guide on how to find your form URL. 

    Once we hear back from you, we'll be able to move forward with a solution.

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    Israel
    Answered on August 11, 2022 at 04:55 AM

    Hi Heleen,

    Thanks for getting back to us. I'm sorry you're having trouble with the pdf. This is a known issue and is currently being worked on by our developers. We'll notify you as soon as it's fixed.

    Thank you for your patience and understanding, we appreciate it.

  • Profile Image
    Heleen Spelde 
    Answered on August 11, 2022 at 05:00 AM

    It's not only the pdf what the problem is. If someone fills out a questionnaire, I would like that person to receive the completed questionnaire in the email. Whether or not in pdf form.

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    Mary
    Answered on August 11, 2022 at 05:15 AM

    Hello Heleen,

    We are sorry that you are having difficulties with this. I checked your forms and the autoresponders are set up correctly. I also cloned and tested your forms and was able to receive the Notifications and Autoresponders:

    1660209249_62f4c861b7316_

    May we ask for your permission to make a test submission to both of your forms?

    Once we hear back from you, we'll be able to move forward with a solution.

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    Heleen Spelde 
    Answered on August 11, 2022 at 07:02 AM

    I've done it for 10 times, but unfortunately, the sender does not receive it.

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    Sweta
    Answered on August 11, 2022 at 07:25 AM

    Hello Heleen,

    Thanks for reaching out to us for help. I checked your forms and I can see that Encryption is enabled on both forms.

    Please note that since Encrypted Forms are secured, the email attachment of the submission PDF report is disabled with Encrypted Forms which is why the option is not available on the email's advanced settings.

    If you need to attach the PDF document to your emails, the only option is to disable the Form Encryption.

    Let us know if there’s anything else we can help you with. 


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    Heleen Spelde 
    Answered on August 11, 2022 at 07:38 AM

    Unfortunately, you do not understand my question. It is not a PDF, but the fact that the filler does not receive the form by e-mail.

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    Sam
    Answered on August 11, 2022 at 08:13 AM

    Hello Heleen,

    I have cloned and tested your form.

    The autoresponder received the form and the PDF attachment.

    1660219904_62f4f200be67c_

    May we ask for the email address of those who filled the form that did not receive the autoresponder email and pdf?

    We will check them on our end.

    I tried accessing your submissions but it shows that they are encrypted.


    1660220008_62f4f2689a1a7_

    We will wait for your response.

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    Heleen Spelde 
    Answered on August 11, 2022 at 08:29 AM
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    Carrissa
    Answered on August 11, 2022 at 08:55 AM

    Hello Heleen,

    Thanks for providing additional information about your concern. Upon checking on the email address, there is no email notification sent to both of them. I highly suggest removing the email notification and the Autoresponder and setting them up again. This could help in restarting the feature. Here are the guides that can help you:

    Give it a try and reach out again if you have any other questions.


  • Profile Image
    Heleen Spelde
    Answered on August 11, 2022 at 10:45 AM

    I tried and it still doesnt work ...

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    Myla
    Answered on August 11, 2022 at 11:26 AM

    Hello Heleen,

    Thank you for reaching back to us. I’m really sorry that this is happening. I cloned your form and tested it to see if I could replicate the issue, but everything was working properly. Check out the screencast below to see my results:

    1660231040_62f51d8026993_1.gif

    I have cleared your form caches in case it may help eliminate minor bugs. Sometimes this kind of issue is temporary and it resolves itself. Can you give it another try and let us know what happens? If you're still having the same problem, we'll do a more in-depth investigation and work on finding a solution.

    Give it a try and let us know how it goes.

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    Spelde
    Answered on August 12, 2022 at 10:27 AM
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    Gilbert
    Answered on August 12, 2022 at 10:49 AM

    Hi Spelde,

    I checked the two affected forms and saw what's causing the issue. The reason why the form users are not receiving the autoresponder emails is because the two forms are encrypted. Please note that some of the features that are not available for Encrypted Forms are:

    • PDF downloads (PDF document and Fillable PDF Form). You can still view the data in the PDF Editor, but you can only Print it
    • Form Reports (Excel, Grid Listing, HTML Table, RSS, Calendar). CSV download is possible but through Jotform Tables only
    • Form Emails (Notification and Autoresponder)

    You can check this guide for more details about Form Encryption. Disabling Form Encryption should fix the issue.

    Let us know if you have any other questions.

  • Profile Image
    Spelde
    Answered on August 12, 2022 at 10:57 AM

    OK bedankt. kan de persoon waar ik ze van gekloond heb dat nog iets aan veranderen?

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    Parker
    Answered on August 12, 2022 at 11:07 AM

    Hi Spelde,

    Thanks for getting back to us.

    If you'd like to disable encryption on your forms, you can do that by going into your form settings and change encrypt form data to no. When you do this any previous submission when encryption was enabled will all be encrypted so you'll either want to download your data prior to disabling it or make sure you save your private key and then when you need that submission data you'll have to enable encryption and upload your private key again to view the data.

    1660316702_62f66c1ee59a2_

    Give this a try and let us know if you have any other questions.