What is JotForm?
JotForm is a free online form builder which helps you create online forms without writing a single line of code. No sign-up required.

At JotForm, we want to make sure that you’re getting the online form builder help that you need. Our friendly customer support team is available 24/7.

We believe that if one user has a question, there could be more users who may have the same question. This is why many of our support forum threads are public and available to be searched and viewed. If you’d like help immediately, feel free to search for a similar question, or submit your question or concern.


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    Emails Not Going Through...

    Asked by townpark on December 18, 2014 at 03:05 PM

    OK, so we just upgraded to a paid account and I am still having issues with emails not being sent!  There is no anti-spam on our email account for Town Park Pool [townpark@canonsburgboro.com], I have added @jotform.com emails to the white list, and I checked the bounce list.  Please fix this permanently!  If we have to continue to email you to fix this, then we will cancel the service.

    Thanks,

    Alissa Kline

    Page URL:
    http://form.jotform.us/form/42441114567147

    Emails JotForm paid account checked
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    JotForm Support

    Answered by david on December 18, 2014 at 03:56 PM

    Hi,

    Our system had a minor hiccup last week that caused our email provider to swap back and forth from Mandrill to Amazon then back again.  This caused several people to be placed on our bounce list that were not supposed to be.  It appears as though you were one of them.

    We are very sorry this has occurred.  I removed you from the bounce list and you should be able to receive your notifications as normal once again.

    If you are still unable to receive them, let us know and we will be happy to have another look.

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    Answered by townpark on December 18, 2014 at 08:03 PM

    I have had so many issues with not getting emails over the past few weeks.  What safeguards are you executing so that this doesn't happen again?  This account is a referral from me on how good your service has been and I have had nothing but issues during the setup and testing for the past few weeks.  Please assure me that this new client of yours (not me) is going to love your service!

    Thanks,

    Alissa

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    JotForm Support

    Answered by ashwin_d on December 19, 2014 at 12:07 AM

    Hello Alissa,

    I'm sorry for the trouble caused to you.

    It was a glitch which seems to have caused this issue. I am sure that our back end team must have already taken the required measures to ensure that this does not happen again.

    I believe that our new client is going to love our service and support we provide at JotForm.

    Thank you!

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    Answered by townpark on December 19, 2014 at 09:05 AM

    OK, it is happening AGAIN!!!!  I just did another test and not all the emails have come through!  Please check again!

    Alissa

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    JotForm Support

    Answered by david on December 19, 2014 at 11:29 AM

    Hi,

    I checked our logs again and it appears as though you have set up your own custom address to send the emails from:

    http://www.jotform.com/help/244-How-to-Setup-SMTP-for-a-Form

    With this configuration, the emails are being sent from your server, to your server.  Rather than coming from us.  Unfortunately, we do not have any control over how your service sends and receives emails.

    If you would like to change back to having the emails sent from one of our addresses, either "noreply@jotform.com" or "noreply@formresponse.com" we have much more ability to make sure there are no problems on our end.

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    Answered by townpark on December 19, 2014 at 01:41 PM

    OK, so I changed them all back to noreply@jotform.com and I still didn't get all the emails!  This is getting very frustrating!!!  What is going on?  If this doesn't work right, I am going to have to recommend to this client that we NOT use this starting January 1st!

    Alissa

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    JotForm Support

    Answered by david on December 19, 2014 at 01:52 PM

    I am very sorry for your frustrations, we are doing the best we can to get this sorted.  I checked our mail logs again and everything appears to be going through properly now:

    All of the recent notifications associated with your submissions appear to be going through.  I also checked our bounce lists and your are not in either one.  I would recommend checking your spam/bulk mail folder in your email.  It is possible that they are going through but now being place in your spam folder.  The only other thing I can think of to try would be to use the alternate sender email of "noreply@formresponse.com".

    As far as I can tell though, the notification emails are now going through.