Some people is reporting that our autoresponder was not delivered

  • Profile Image
    sellyon
    Asked on April 02, 2015 at 04:10 PM

    Our association “Sauvegarde et Embellissement de Lyon”,  is using JotForm for different submissions for our activities. We have the Premium contract  with you.

    We launched a set of new forms recently.

    The system works. Il seems we received all the submissions our members entered in JotForm.

    BUT, we were informed by different persons that the notifications by email did not come to them.

    What is strange is that, for the same form and the same person, sometimes they receive the notification, and other times they don’t...

    We checked with them :

    -  that the correct email address had been entered,

    - that the notification was not into their Spam files

    What can happen ?

    How is it possible to avoid this problem in the future ?


    Thanks in advance for your help

    Best regards

  • Profile Image
    raul
    Answered on April 02, 2015 at 06:11 PM

    Can you let us know which form is presenting this problem? Also can you provide the email address of one of the persons that are reporting this so we can verify in our logs if the email was sent from our servers.

    This usually happens due SPAM filters, so you may suggest them to whitelist our IP addresses whenever it's possible and also to add the sender email address (usually noreply@jotform.com) to their contact list.

    We'll wait for your response to further investigate this situation.
    Thanks.