Why are our forms not being received by recipients?

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    elondon
    Asked on March 05, 2015 at 11:42 PM

    We've been using this for week and it's been going great and it stopped working yesterday? Can you please fix it? None of the forms are going through?

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    Shadae
    Answered on March 06, 2015 at 06:59 AM

    Hi elondon,

    I do apologize for the issue that you are experiencing with your form email notifications.

    After checking your email address, I am seeing that your email is currently on your bounce list:

    erika@trescarnes.com is IN the bounce list

    Reason(s) : smtp;550 5.1.1 Recipient not found.

    I have removed your email address from the bounce list, you should start receiving your notifications once again.

    Please inform us if you need further assistance.
    <erika@trescarnes.com>
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    elondon
    Answered on March 06, 2015 at 08:59 AM

    Is that the only email on the bounce list? We had an issue with our emails yesterday but now they are fixed.. Including erika@trescarnes.com

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    Shadae
    Answered on March 06, 2015 at 10:12 AM

    Hi elondon,

    I am not currently seeing where erika@trescarnes.com is in our bounce list at this time. You should be able to receive submissions to both addresses.

    Please inform us if you need further assistance.

    Thank you.

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    elondon
    Answered on March 06, 2015 at 11:43 AM

    Thanks for getting back to me - the forms are still not working though. I sent a test and NOONE on the distribution list received an email..? Can you help?

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    Carina
    Answered on March 06, 2015 at 01:20 PM

    Our email notifications can have up to 10 multiple recipients each. On the TC1 - Flat Iron Recap form you have 19 recipients. I advise you to  create another email notification and to have 10 recipients on one, and 9 on the other.

    You can see here more details about multiple recipients.

    Also if you tested the form by clicking the "test email" button it will only send the email notification to the address associated with the Jotform account:

    To actually test if the email notification is being sent to all the recipients you need to submit the form. 

    Let us know if we can assist you further.

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    elondon
    Answered on March 11, 2015 at 10:22 AM

    Thanks for your help - can you make sure that the form works and can be sent to the following email addresses, and that they are NOT on any bounce list?

     

    Thank you!

     

    recapstc1@trescarnes.com

    recapstc2@trescarnes.com

    recapstc3@trescarnes.com

    recapstc4@trescarnes.com

    recapstc5@trescarnes.com

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    Shadae
    Answered on March 11, 2015 at 11:32 AM

    Hi elondon,

    I reviewed all the email addresses you provided and I am not seeing where any of them are currently in our bounce list.

    You can also check the bounce list from your account: http://www.jotform.com/help/262-How-to-remove-your-email-address-from-bounce-list 

    Please inform us if you need further assistance.

    Thank you.

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    elondon
    Answered on March 11, 2015 at 01:24 PM

    Thank you - what other reason could there be for the emails not to be going through? can you help me troubleshoot this?

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    Welvin
    Answered on March 11, 2015 at 02:25 PM

    Since you are using a custom address, I think your email server provider is blocking the emails that came from our server. In this case, adding us to your server whitelist will help you fix this problem.

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

    Thank you!