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  • Profile Image

    Email submissionn work fine then stop working

    Asked by nicrigden on December 29, 2014 at 11:32 AM

    Hi,

    I have been using Jotforms for all my web forms for years. However I keep having the same problem with it working fine for a time, then the e-mails stop sending. It is getting more frequent this keeps happening.

    Our submissions go directly to our customers and it is embarrassing when I can't explain why they don't appear when they should.

    This is happening on multiple of my forms. Could someone have a look to try to identify the problem please?

    Some people on the forum have said to use a custom e-mail address as the reply to, others have said to use the no reply. I keep changing the setting and getting results but they don't last.

    Currently the below are not sending submission e-mails

    http://form.jotformpro.com/form/40272528075958

    http://form.jotformpro.com/form/40224219467957

    http://form.jotformpro.com/form/40272768118962

    Page URL:
    http://form.jotformpro.com/form/40272768118962

    then email stop My Forms Submissions web forms problem style
  • Profile Image
    JotForm Support

    Answered by david on December 29, 2014 at 12:02 PM

    Hi,

    I checked your forms and the address your forms are being sent to appears to be rejecting the emails or is not properly set.  Things such as capitalization in the address occasionally do need to be added if the actual address contains it.  I checked our logs and it appears that all of the recent emails were rejected:

    Our system is attempting to send them but your server may be blocking them as spam.  Here is our guide on setting up notifications to prevent bounce related issues:

    http://www.jotform.com/help/208-How-to-setup-email-alerts-to-prevent-email-bouncing-related-issues

    Since so many were rejected, this caused your address to be placed on our bounce list:

    I removed the address from the list, so it should be able to receive notifications once again as long as your server is not still rejecting them.

    If after following the steps in the guide I referenced you are still unable to get consistent notifications, let us know and we will be happy to see what else we can do.  The notifications itself however, does appear to be properly set up.

  • Profile Image

    Answered by nicrigden on February 10, 2015 at 05:10 AM

     

    We are still having trouble with the submissions.

     

    We have had the below e-mail from our internet support and I have been asked to find out what the role of AMONSES is in relaying emails to us?

     

     

    From: Zen - Hosting Support
    Sent: 09 February 2015 19:59
    To: Simon C. Hird
    Subject: RE: Cpanel - email rejected problem [7072154:5177137]

     

     Hello Simon,

     

    Looking through the mail logs on our servers, I am unable to see any instances of emails from jotform.com being received or bounced by the cPanel.

     

    I've just tried sending a test message to sbridgeforms@shl-refractories.co.uk to confirm that mail is being routed properly on the server, and can see that this message has been delivered to sales@ as per the 'default address' configuration on your cPanel.

     

    As a result of a lack of information in the cPanel mail logs, ideally we would need information as to the bounceback message received when jotform attempt to email you.

     

    From the information they have provided so far (indicating sbridgeforms@shl-refractories.co.uk ended up on their bounce list), they should be able to advise on the bounce message they are receiving. In the screenshot they have provided indicating your address ended up on their bounce list, the only thing approaching a bounceback message I can see is a 550 'no such user' error when trying to send to martin.green@tatasteel.com - though I'm not at all sure where this address has come from.

    If you have any further queries please do not hesitate to contact myself or my colleagues via email (support@zen.co.uk) or by telephone (01706 902 001)

    Regards,

  • Profile Image
    JotForm Support

    Answered by jonathan on February 10, 2015 at 09:49 AM

    Please share the link to  these 2 user guides to your email internet support.

    1. https://www.jotform.com/help/145-Whitelisting-JotMails-IP-Addresses

    2. -How-to-setup-email-alerts-to-prevent-email-bouncing-related-issues

    Specifically in #2, this was mentioned

    In addition to this, you may white-list our domain names, if the issue continues, as we use Amazon SES method for "noreply@jotform.com" sender
     
    ·        jotform.com
    ·        email.amazonses.com
    ·        amazonses.com
    ·        jotform.co
    ·        secure.jotform.co
    ·        s3.amazonaws.com  
    ·        static-interlogyllc.netdna-ssl.com

     

    This will help them understand the email setup used by JotForm.

    Please update us if issue is still not resolved.

    Thanks.

     

  • Profile Image

    Answered by nicrigden on February 12, 2015 at 05:36 AM

    Hi, no it's still not resolved it unfortunately. Could you tell me what the bounce message says please?

    Thanks

    Nic

  • Profile Image
    JotForm Support

    Answered by jonathan on February 12, 2015 at 07:49 AM

    Hi Nic,

    Currently the email account  sbridgeforms@shl-refractories.co.uk is NOT  in the bounce list anymore.

    But the previous reason it was in the bounce list as indicated originally by my colleague was this

    sbridgeforms@shl-refractories.co.uk in the bounce list

    Reason(s) : smtp; 550 martin.green@tatasteel.com... no such user

     

    Relay this reason to your internet email support also. Perhaps the info will help then understand more on the issue.

     

    Thanks.