Verified sender email not being sent

On our form we have it set for families to receive a confirmation email and that email includes links to other forms they need to complete.

However, I have had two families already email me stating they never received their confirmation email.

I have resent the email through jot forms, I have had them check their spam folder and check their email address. It's not in their spam or junk file and their email address is correct.

They are not receiving the confirmation after they submit their application nor do they receive it when I manually resend it to them.

Why is this happening?

Hello WIHI,

Thanks for reaching out to Jotform Support. Can you share the email address of the users who have not yet received the confirmation emails?

Also, I see that emails are getting sent using your own sender emails. Please check if some of the emails are getting filtered out. You can switch to our Jotform default sender emails to see if this makes some difference.

Keep us updated and let us know if you need any more help.

Here are the emails I have been made aware of thus far that have not received the confirmation email after they submit their form and when I sent it manually to them.

dhadrami45@gmail.com

mark@bellflowerypsi.com

linette@invisibleengines.com

Add this email as well to the list: echiarifort@gmail.com

Hello WIHI,

Thanks for reaching out to Jotform Support. When I cloned and tested your form, everything worked the way it was supposed to. Take a look at the screenshot below to see my results:

Can you go ahead and try it again and let us know how it goes? If the same thing happens again, we'll investigate it more to see if we can figure out what's going on.

Can you switch to our Jotform default sender emails? And I would suggest Clearing your form caches as well, it will come in handy if the issue is caused by a small glitch.

Give it a try and let us know how it goes.

When you tested it, did you get an email confirmation?

I cleared my cache and I setup the auto response emails to be the default jotforms email.

Hi WIHI,

Thanks for getting back to us. In checking the email log, I'm seeing that emails have been sent to dhadrami45@gmail.com both before when using the verified sender and now when using noreply@jotform.com. Did they receive the ones from noreply@jotform.com on their submissions today? If so the issue was likely the verified sender email as we had to remove this option. You'll want to remove your verified email address from the account settings and add it again using SMTP or continue using noreply@jotform.com.

Let us know if it's working now and if you have any other questions.