My form does not send an email notification

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    siofmon
    Asked on October 22, 2014 at 07:26 AM

    Hi 

    I have added a form to my site and have tested it, it is received in my JotForm account but no alert is sent to the alert email address, I have tested the alert email address from outlook and it works fine, so I know the address is OK.

    Would you be able to let me know why this is happening and how I can fix it.

    Many thanks

     

    Si 

  • Profile Image
    Carina
    Answered on October 22, 2014 at 11:13 AM
    I checked and the email notification was sent:

    [2014-10-21 10:22:24] Submission #289710543491925275 Form #42856215082959 SENT to compe*it*on@gl***lpay**luti*ns.co.uk from noreply@formresponse.com via AMAZONSES

    As the sender address is noreply@formresponse.com maybe your email provider took it as spam and block its reception. Please check your spam folder.

    If you wish you see here how to add a custom sender email to your email notification.
    Let us know if the problem persists.
  • Profile Image
    siofmon
    Answered on October 22, 2014 at 12:21 PM
    Hi
    What should I use instead of noreply?
    cheers
    Si
    ...
  • Profile Image
    KadeJM
    Answered on October 22, 2014 at 03:23 PM

    Actually to clarify it more please see this guide which should help you with resolving this issue.

    The default addresses of noreply@jotform.com and noreply@formresponse.com are both sender addresses which we commonly recommend. If they are not working then it's suggested in the guide above for you to have your email host Whitelist JotForm Addresses.

    The problem with it as my colleague Carina had pointed out above is that submissions are considered as bulk email which can sometimes be filtered and even eventually blocked by email hosts so this might be the reason why you stopped receiving notifications.

    In most cases we receive a bounce but your email is not listed there for the above.

    Result: compexxxxxxxx@xxxxxxxxxxxxxxxk is NOT in the bounce list

    Additionally, you can look through your Email History if you want to see what jotform submissions have been sent out for your account.

     

  • Profile Image
    siofmon
    Answered on October 27, 2014 at 07:21 AM
    Hi
    Can you pleaseadvise me of the source email address,
    so I can get our IT department to whitelist theaddress.
    cheers
    Si
    ...
  • Profile Image
    Ben
    Answered on October 27, 2014 at 08:30 AM

    Hi,

    Please direct your IT department to this guide http://www.jotform.com/help/145-Whitelisting-JotMails-IP-Addresses

    There they will see all the IPs and email addresses used by our servers which will allow them to whitelist them.

    If you have any further questions please let us know and we will be happy to assist.

    Best Regards,
    Ben