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  • Profile Image

    Sender is not "Jotform" as before, but nothing seems to be changed

    Asked by floydpr on October 14, 2014 at 06:09 PM
    I just checked with a co-worker who was having problems with her form ( one of the ones in my test group) to see if she was having issues and her response is below.
    The issue she describes below is for this form (sending secure link in case this is different. Right now it is embedded on our site in an iframe): https://secure.jotformpro.com/form/21145449676965
    I don’t understand how what she said happened, as I did not change the sender email and she has no access to change that. Did you all change anything with the notification? I just checked the form and the sender email is still “ noreply@jotform.com.” I am very confused.
    From my co-worker:
    Mine are coming now but the “sender” now has the name for whom access is requested instead of “jotform” like before. I have a rule based on the sender name of “Jotform” which doesn’t work now.
    It automatically flagged each request for follow up… cleans up my inbox but still visible and sends reminders, etc. if not “completed”. Now it doesn’t work. At least we get the emails though… that’s something.
    Then and Now examples below:
    Then:
    [Description: cid:image007.png@01CFE7CF.3A138CC0]
    Now:
    [Description: cid:image008.png@01CFE7CF.3A138CC0]
  • Profile Image

    Answered by Shadae on October 14, 2014 at 07:57 PM

    Hi floydpr,

    To confirm, your user is getting the email address with the name of the person that is filling out the form?

    I took a look at the form in question and I am seeing where the email notifications are set up to have the email sent using the name that was entered on the form.

    If you would like for the emails to come from "JotForm"

    You can select to have "JotForm" as the senders name. This should allow your user to receive the emails and the send name will be "JotForm" instead of the name that was entered on the form. This will allow the emails to go into her desired folder based on the rule set up.

    I hope this helps, please inform us if you need further assistance.

  • Profile Image

    Answered by floydpr on October 15, 2014 at 10:01 AM
    I changed the ender name back to “jotform “and she received it and the rule worked in her email.
    However, she provided some interesting information:
    She says that sometime between 9/25 and 9/29 ( which is about the time we started testing and communicating with you about problems with some of the emails from our forms not being received) she says the sender name was changed to the employee name field and the subject was also changed to Notifier 1. Before that it said “New Submission: Omnicell User Change Request”, which is how we do many of our subject. I have a copy of the emails she used to receive that shows that if you would like to see it.
    She received a bunch that were filled out between 9/25 and 9/29 at 19:41 on 9/29 (as did other form owners of different forms) and that is when she noticed the change.
    I am certain I did not go in and change that and only three people have access (the form owner is not one of them) to Jotform and there is no reason they would have made that change.
    I sent a link to this form as one of the problem forms that we were using as a test. Is it possible that one of your staff, in your testing process as you tried to solve the notifications issue, may have made these changes?
    The good news is that this form owner is now receiving all notifications on time. This was not the case a short while ago for her and many other form owners. I am still conducting tests to see if that issue has indeed somehow resolved itself.
    This issue, however, still remains a mystery.
    Mark Hannah
    Intranet Content Specialist
    Public Relations
    706.509.3253 phone | 770.905.9172 cell | 706.509.3241 fax
    mhannah@floyd.org | www.floyd.org
    Corporate Support Center 420 E. 2nd Ave. Suite 104, Rome GA 30161
    [Description: cid:4957A3C6-D1B5-432C-9F07-6A25662A319B][Description: cid:6672845C-CF4B-4739-9E28-2589C5F45FD3][Description: cid:A06E5EF1-02C5-4509-90D2-E3C981609172][Description: cid:96249434-8188-4ACD-9DEC-63EBA516FAA2][Description: cid:C86925D8-2BCE-44D4-89C2-F04DFFA1E8E9][Description: cid:17BA105C-79DA-43D2-ADF6-D505EB393FA2]
    ...
  • Profile Image

    Answered by Shadae on October 15, 2014 at 10:46 AM

    Hi floydpr,

    I am happy to hear that the issue has been resolved.

    As it regards to the email notifications, I am seeing in this post where the mentioned form was mentioned, it was recommended at that time that you remove the currently notifications that are on the form and recreate it to aid in resolving the issue.

    You also confirmed that the changes were done to the notifications emails but you were still having an issue when conducting your test. It maybe possible that this was on of the forms where you recreated the notification email for your test.

    I hope this offers some clarity. Please inform us if you need further assistance.

  • Profile Image

    Answered by floydpr on October 15, 2014 at 11:21 AM
    Well, I am not CERTAIN it has been resolved, as there are other testers who have not replied to me yet.
    Also, I created a new notification per your request on another form. I did nothing to this notification as far as I can remember and no one else on our staff touched it. But if it was touched, it looked like it was during the initial testing period after we discovered the issue. But the delay she experienced in receiving notifications happened to many people not just her, so I don’t think that cause the delay. I am still trying to figure out why that happened.
    So, two things I have not heard a direct reply from you about:
    1. You did not adjust this notification, correct?
    2. Regarding the other issue, do you think using the secure version of a form and embedding it as an iframe, or just using a secure version period, has anything to do with the delay in form notifications being received?

    Mark Hannah
    Intranet Content Specialist
    Public Relations
    706.509.3253 phone | 770.905.9172 cell | 706.509.3241 fax
    mhannah@floyd.org | www.floyd.org
    Corporate Support Center 420 E. 2nd Ave. Suite 104, Rome GA 30161
    [Description: cid:4957A3C6-D1B5-432C-9F07-6A25662A319B][Description: cid:6672845C-CF4B-4739-9E28-2589C5F45FD3][Description: cid:A06E5EF1-02C5-4509-90D2-E3C981609172][Description: cid:96249434-8188-4ACD-9DEC-63EBA516FAA2][Description: cid:C86925D8-2BCE-44D4-89C2-F04DFFA1E8E9][Description: cid:17BA105C-79DA-43D2-ADF6-D505EB393FA2]
    ...
  • Profile Image

    Answered by Shadae on October 15, 2014 at 11:51 AM

    Hi floydpr,

    I certainly understand your concern regarding the other email notifications. I would recommend to recreate the notifications for all affected forms.

    1. You did not adjust this notification, correct?

    I am seeing where the form was accessed by our support members during this period of time to check the settings of the form, I am not currently seeing where any changes were made to the form by our support team during that period.

    I moved your question regarding the iFrame and your email notifications to a different thread: http://www.jotform.com/answers/443435

    Your question will be addressed there.