- cmygsaAsked on January 02, 2015 at 10:30 AM
We have had a number of submissions starting yesterday and we aren't receiving the emails. CAn you please check them? I already checked the bounce list and it's still not working. It is not working on 2 different forms, so please check ALL of our forms.
- CarinaAnswered on January 02, 2015 at 12:33 PM
I checked and the the emails cm******cer@c***sa.org and 724****457@txt***t.net are not in the bounce list.
I checked our mail log and you have several emails sent today to the cm******cer@c***sa.org and 724****457@txt***t.net:
I inspected the email notification and the sender address is the same as the recipient and this might cause your email provider to take the notifications as spam:
It is advisable to have the sender address different from the recipient.
Please check your spam folder to see if the missing emails are there.
Also you can see the status of the sent emails by going to account > history > emails:
Let us know if the problem persists.
- cmygsaAnswered on January 03, 2015 at 10:18 AM
I checked my spam folder. Nothing there. Did u guys change something? We have been using jot form for 3 years now without a problem and I have continued to have problems with emails now under 2 different accounts (cmygsa and townpark) for about 2 months now.
- cmygsaAnswered on January 03, 2015 at 11:52 AM
OK, I did as you suggested and I am now receiving the emails. However, now I am receiving 2 emails??? It appears as though RULE 2 in my conditions is sending the email twice. I didn't see it listed anywhere else so I'm not sure what to do to fix it. Can you please check why I am getting RULE 2 executed twice (getting 2 emails)?
- raulAnswered on January 03, 2015 at 08:41 PM
You're receiving two emails because you have set a condition to send an email:
And also a notifier:
Which means that when the condition above is met you'll receive 2 emails at: cm******cer@c***sa.org
You need to delete the email address from the condition to receive only one email alert per submission.
If you need further assistance, please let us know.
- cmygsaAnswered on January 05, 2015 at 08:55 AM
Thank you for responding, however, I don't believe you understand what is going on here... The NOTIFIER is to set up the email (it's only created once) and the CONDITION is stating that the email should ONLY BE SENT under those conditions. I have not had this issue in the past and we went through over 100 submissions doing it this way without a problem. So there is still an issue somewhere.
- CharlieAnswered on January 05, 2015 at 11:43 AM
I've checked your account and the form, I see that you have the following email notifications:
And the Email notification "Registration Form" is the only one setup with the email cm******cer@c***sa.org, have you tried using a different email address, just to to test if the problem persists?
You could also try recreating that specific condition and email notification to have something like a refresh or a reset on that part. If this also applies to the other forms, it might also be related to your email provider.
But, please do try the suggested solution above. We'll wait for your response.
- cmygsaAnswered on January 05, 2015 at 12:32 PM
It doesn't have anything to do with the email because it's doing the same for both firstname.lastname@example.org AND 7242070457@****. So it's not the email addresses. I tried deleting the condition and recreating it - it's still doing it. I also noticed that it's only sending 2 EMAILS to both of these email addresses ONLY on the submissions where the user pays by credit card/PayPal. When someone pays by this method, I have 3 other hidden fields that are being filled in. Do you think that has something to do with it?
Any other suggestions?
- CharlieAnswered on January 05, 2015 at 02:03 PM
It seems like it's related to your "Conditions" setup, but I only see one condition that sends notification to the two emails. Can you please check if there are any actions in your conditions that might have been a duplicate? Also, have you tried cloning your form? Here's a the guide on that, How To Clone An Existing Form in Account. I've cloned your form and I'm only receiving one email specific to the "Registration Form" notification setup (I can't test the other one though). Please, do try cloning it and testing it, it's better to try all possible solutions.
I will also escalate this to our developers and back end team so that they can take a closer look on this.
- cmygsaAnswered on January 05, 2015 at 02:07 PM
We just had someone fill out the form and it looks like it's working correctly now.
Not sure why it's working correctly now, but it is!
- raulAnswered on January 05, 2015 at 02:39 PM
Thank you for providing us with this update.
I'm glad to see that your form is working as expected now.
I see that Charlie has already submitted this thread to our back end. So, you'll receive an update on this thread once they are able to find the reason why the form wasn't working before.