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    Not receiving submission emails.

    Asked by ImpactGraphics on January 19, 2015 at 02:40 AM
    Yes our client has checked for a Spam folder, but says there isn't one.

    They apparently run Nortons AntiVirus software, and say they haven't changed anything in the last few days at all, when emails stopped coming in from the Bookings page of their website.  They are receiving other emails though

    Page URL:
    http://www.jervisbaycabins.com.au/bookings/

    We can see their new emails in their JotForms form, but they don't go through to them?

    Can you please check and advise if all is ok?  Thank you...

    Jeff Cockrem
    Managing Director
    Impact Graphics Pty Limited
    Suite 2, 5 Nowra Street, Huskisson NSW 2540
    T  0407 974 607
    jeff@impactgraphics.com.au

  • Profile Image
    JotForm Support

    Answered by ashwin_d on January 19, 2015 at 06:22 AM

    Hello Jeff,

    I did check your form "Jervis Bay Cabins and Camping" and did not find any issue with that. You have set up the notification email alert correctly. The submission emails should be sent correctly without any problem. 

    I also check our email logs and found that the emails are being sent correctly. Please check few of the logs below:

    [2015-01-19 05:08:27] Submission #297471296318256990 Form #32807016680856 SENT to jbcabins.hiddenck@bigpond.com from webmaster@jervisbaycabins.com.au via SENDMAIL [2015-01-19 03:36:56] Submission #297465815598810110 Form #32807016680856 SENT to jbcabins.hiddenck@bigpond.com from webmaster@jervisbaycabins.com.au via SENDMAIL [2015-01-19 03:00:10] Submission #297463610011561655 Form #32807016680856 SENT to jbcabins.hiddenck@bigpond.com from webmaster@jervisbaycabins.com.au via SENDMAIL [2015-01-19 02:24:22] Submission #297461462041898196 Form #32807016680856 SENT to jbcabins.hiddenck@bigpond.com from webmaster@jervisbaycabins.com.au via SENDMAIL [2015-01-19 02:17:26] Submission #297461045041327611 Form #32807016680856 SENT to jbcabins.hiddenck@bigpond.com from webmaster@jervisbaycabins.com.au via SENDMAIL

    Please ask your client to sign in to the webmail account and check all the folders there. Though the antivirus should not create any issue but still you may also ask them to disable the antivirus and see if that makes any difference.

    If the issue persists, I will suggest you to change the "Sender Email" of your email alert to "noreply@jotform.com" or "noreply@formresponse.com". Please check the screenshot below: 

    Do get back to us if the issue persists.

    Thank you!

  • Profile Image

    Answered by ImpactGraphics on January 19, 2015 at 08:14 PM

    Hi JotForm

    Yes, they turned Nortons AntiVirus software OFF to check, but nothing came through.

    We changed the email to "noreply@jotform.com" and the client has tested himself yet again, and suddenly this one has come through to him.

    We both also discovered the Calendar was at times not working or displaying either?

    We have tested on both Mac and PC in all web browsers with the same concerns.

    We also upgraded to the Economy Plan, but it now seems we didn't need to - can you please refund.

     

    Thank you...

    Jeff Cockrem
    Managing Director
    Impact Graphics Pty Limited
    Suite 2, 5 Nowra Street, Huskisson NSW 2540
    T  0407 974 607
    jeff@impactgraphics.com.au

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    JotForm Support

    Answered by ashwin_d on January 19, 2015 at 09:52 PM

    Hello Jeff,

    I am glad to know that you are now receiving submission emails correctly. 

    We would like to keep one question per thread. I have moved your unrelated questions to new thread and you will be answered in the following threads:

    Calendar not displaying: http://www.jotform.com/answers/498960 

    Cancel and refund :  http://www.jotform.com/answers/498959 

    Thank you!