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    My clients are not getting their emails from jotform.

    Asked by John Hancock on December 18, 2014 at 10:40 AM

    Our clients are not getting their delivery emails from Jotform. We have had issues with this for a while but no none of our clients are getting them. Can someone please help? You may also call 804-740-5949

    Emails JotForm call
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    JotForm Support

    Answered by ashwin_d on December 18, 2014 at 12:19 PM

    Hello John,

    I'm sorry for the trouble caused to you.

    Please let us know with which form you are having the notification email issues. I did try to check your account and it seems your were last edited on July, 2014. I still check your few form's notification email alert and it seems to have been configured correctly. Your email address jhpro@mac.com is not in our bounce list and you should be receiving the submission emails. 

    The auto-responder alert you have in your form also seems to be configured correctly but for some reason it is not sending submission emails to the person who submitted form. I did send a test submission in your form but I did not receive the auto-responder email. I also check our email log and it seems the auto response was not sent. Please check the log below:

    [2014-12-18 12:14:26] Submission #294732065976172159 Form #42015573612952 FAILED to ashwin.dhundale.in@gmail.com from smtp:jhpro@mac.com via SMTP

    I am not sure what is causing this issue. Have you changed your SMTP password recently? I would suggest you to remove the custom sender email and add it again. That should solve your problem. The following guides should help you:  

    http://www.jotform.com/help/241-How-to-Edit-Delete-Sender-Emails-on-SMTP-Settings

    http://www.jotform.com/help/238-How-to-Add-a-Custom-Sender-Address-to-an-Email-Alert

    http://www.jotform.com/help/240-Set-Email-Field-as-the-Notification-Sender-Email-Address-with-Mandrill 

    Hope this helps.

    Do get back to us if the issue persists.

    Thank you!