Client is not receiving autoresponder email on submission

  • Jayne25
    Asked on October 7, 2014 at 6:30 AM

    I have tested the form email and it comes back to me, however, the Client is not getting the autoresponder.

    I was going to delete the email in the form and redo it but it says I will lose all of the data.

     

    Help please...

    Page URL: http://www.jotform.com//?formID=41523120219340
  • Jayne25
    Replied on October 7, 2014 at 6:59 AM

    I have just received the autoresponder but it took 30 minutes to get to me.

     

    Confused, maybe it is working. 

  • Ben
    Replied on October 7, 2014 at 9:29 AM

    Hi Jayne,

    I took a look at your jotform that you gave us the link for and from what I can see it seems to be set up properly.

    Sometimes emails might take a bit longer to be delivered and what I can suggest is to click on the "Test Email" button (you can see how here Creating a Form Autoresponder ) to see if you get the autoresponder sent to your or not. I would also suggest changing the sender field back to noreply@jotform.com so that you can see if the emails are received faster or not.

    I would just like to confirm that your user did get the email in the end, but it took 30 minutes until it was received?

    Best Regards,
    Ben

  • Jayne25
    Replied on October 7, 2014 at 10:31 AM

    Hi Ben

     

    I got the Test Email straight away.

     

    I redid the form using the original client details and used my own email address so that's how I know it took 30 minutes. It could be my email provider isn't collecting emails often enough but it is strange I got the test email straight away.

    I think this is resolved my end.

    There may be an issue with the hotmail account of the Client. Hotmail do not like jotform or our domain names.

     

  • Ben
    Replied on October 7, 2014 at 11:48 AM

    Hi Jayne,

    We are using Amazon servers for sending emails so that should not be an issue, which is why we suggest using no-reply@jotform.com as a sender email. However some users might have special filters or settings on their webmail account or their email client that might cause a delay.

    Now since you say that you had to wait for 30 minutes yourself it might be that there was a slow down of sorts on Hotmail side (might be on our side as well).

    Even big payment processors ask for at least 10 minutes of time to see if the email comes because sometimes it can take a bit longer.

    What I would recommend is to let us know if you notice any issues with email again and we will be checking if there are any issues with our servers as well.

    Best Regards,
    Ben