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.


  • Profile Image

    Why are email notifications going to the SPAM folder?

    Asked by madfish1 on February 11, 2015 at 11:15 AM

    We have the sender email address set up as info@ourdomain.com for the forms on our website. Yet when two different forms are submitted by the same user (email address), one appears in our inbox as spam and the other doesn't. The forms are pretty much identical. Why is this?  

    message sender different identical spam
  • Profile Image

    Answered by raul on February 11, 2015 at 12:17 PM

    If I understand correctly you're using your own SMTP settings to send email notifications, is that correct?

    If this is the case you can ask the owner of the account that received your notification in his/her SPAM folder to add the email address: info@yourdomain.com to his/her contacts, this should help in preventing from this happening again.

    I hope this helps.

    If you have further questions, please let us know.
    Thank you.

  • Profile Image

    Answered by madfish1 on February 11, 2015 at 01:24 PM

    No, sorry not correct. We are not using own SMTP settings. We just have our email address set up in the sender email in the notification email when a form is submitted. 

  • Profile Image

    Answered by Ben on February 11, 2015 at 02:22 PM

    OK, I know what you mean, you mean that you have verified your email address to use it as a custom sender.

    Now the most likely reason is that the submitted forms data that you get are fairly similar, indicating that they might not be real emails.

    To resolve this I would suggest to mark the emails as not spam and set the email filters to mark the emails (that are sent from your email address) as not spam as they arrive (before spam check).

    Usually this might be needed for our emails, but as the emails are sent from your emails address, you should do it for your email address instead.

    This way they would never go to spam folder again.

  • Profile Image

    Answered by madfish1 on February 11, 2015 at 02:34 PM

    So you are saying there is no way to sort this out except by adding a filter in the receiving email address account?

  • Profile Image

    Answered by Shadae on February 11, 2015 at 03:29 PM

    Hi madfish1,

    Yes this will have to be done within your email account, as your email account has detected the emails coming from this address as SPAM. Selecting that it is not SPAM means that your email account will see that the email address is considered safe by you and not direct them to Spam.

    I hope this helps, please inform us if you need further assistance.

    Thank you.