- NorthboundPPAsked on October 02, 2014 at 04:47 PM
Hi! We are having some trouble with form submissions. Apparently some of them aren't going through. Some still are, so we aren't sure what the problem is. We use Jotform for applications for our dog rescue, and we have received some applications in the past few days but several people have emailed us directly saying they submitted an application and were wondering if we got it - and we haven't. So some of the forms that people are submitting are not coming through - they aren't showing up in our email or on jotform.com. I'm not sure how long this has been going on, it's only come to our attention today and we only know we are missing applications from as far back as this past weekend.
It's really important that we get this cleared up ASAP. I'm not sure what the problem is, I don't think we are going over our usage, so if you could look into it and help us out that would be fantastic!
Thank you so much!
-The Northbound Team
- JotForm SupportBDAVIDAnswered on October 02, 2014 at 05:05 PM
I just checked the recipient email of your notification, I see it is not in our bounce list, what I noticed is that no field has been assigned to the Sender Name field:
Sender Name :Make sure you assign it to a field from your jotform where the user enters her name (usually the"Name" field -or similar)
In addition to this, you may white-list our domain names if the issue persists. (We use Amazon SES method for "email@example.com" sender.)
Hope this helps, let us know if the issue persist, we will be glad to assist you.
- NorthboundPPAnswered on October 02, 2014 at 05:25 PM
I'm not sure that is the problem. When we receive submissions from this form the sender is "Jotform" which we actually prefer it to say that because it's an easy way to see that it's a jotform submission, and not some other random email. The problem is that when some people are submitting the form, it isn't actually submitting. It's not showing up on our list of submissions on the jotform website. All the ones that are on jotform have also successfully come through to our email. But some people are trying to submit forms and they just aren't going through at all. The strange thing is that some are and some aren't. We have successfully received some forms in the last couple days but we have reason to believe that some people have tried to submit them but we have not received them.
- JotForm SupportWelvinAnswered on October 02, 2014 at 07:40 PM
You have the form on the page as a link so that's not going to be a problem or the problem is not related to the way how the form is embedded.
If the issue is related to submitting the form, then most likely those who complain are using an older version of a browser. Especially, Internet Explorer which is known for its compatibility settings that you should enable/disabled in order to view websites properly.
Do you know if they got some errors when submitting to the form? Time out errors or something a like?