Not all submissions being emailed

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    Asked on October 02, 2014 at 02:48 PM

    We have a request for quote form on our website and it seems like since Monday there has been an issue with not all of the submissions being sent over to us. It looks like we're only getting emailed a few rather than all.  Customers are extremely upset that we have not responded to them, but since we never got the email notification, we weren't aware.  I went into my submissions on JotForm and I can see all the missing ones.  Luckily, I'm able to export this out and give to my sales team, but it is EXTREMELY important that ALL notifications are emailed to us.  

    Can you please let me know why this is happening?  Why are we receiving some, but not all of the notifications?


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    Answered on October 02, 2014 at 04:52 PM

    Hi AdvancedAssembly,

    I do apologize for the issue that you are having with all of your submissions not being sent to you. I would be happy to assist you with having that resolved.

    After checking your email notifications for your form, it does appear that everything is set up correctly to ensure that you get your notifications.

    There is a email notifications limit of 100 per hour. If more than 100 forms are submitted per hour, you would not get all the notifications.

    Please also check your Spam/Junk folder to see if the emails were routed there.

    If that is not the case, you will need to add JotForm to the Whitelist

    I hope this assist you in having the issue resolved. Please enjoy the rest of your day.

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    Answered on October 02, 2014 at 05:11 PM
    We definitely don’t have 100 submissions an hour – so that is not the issue. We’ve never had anything go to our junk, nor is there anything in there now. You don’t seem to answer my question though – why would we get some and not all submissions. It just happened to us again. This is unacceptable.
    Laura L. Michael
    Marketing Coordinator
    Toll Free: 800-838-5650 x214
    Direct: 720-484-3078
    Advanced Assembly, LLC
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    Answered on October 02, 2014 at 06:16 PM

    The messages might be filtered by your email provider. Please check email activity logs through Account History page to make sure that the messages are being sent:

    (click on the icons to see the details)

    If some submissions are missing in logs, please let us know.

    Please note that the messages are being sent via Amazon SES for our default sender, but we have also other sending options:

    - It is possible to use your own SMTP details to send the email alerts.

    How to Setup SMTP for a Form

    - Or use a custom sender option. It will switch the sending source from Amazon SES to our own servers.

    How to Add a Custom Sender Address to an Email Alert

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