How to prevent emails from going to junk folder?

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    Asked on April 09, 2015 at 03:00 PM

    We have had this issue in the past, and now it seems to be happening again. It appears email notifications for AT LEAST these two forms are going to junk mail folders: 




    I know in the past, a possible solution was making sure the sender email was set to and it is set this way for both of them. 

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    Answered on April 09, 2015 at 05:51 PM

    Unfortunately sometimes it is not needed to only whitelist email address, but it might be needed to whitelist several other things such as IPs.

    I would suggest to whitelist all details found on this page: Whitelisting JotMails IP Addresses

    Do let us know if you are still having them sent into junk folders after whitelisting them as above.

    However, it is important to set this for your email clients that you are using, just as the webmail account, since any can be marking them as spam and based on their settings, send them to their own folder, or the webmail account.

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    Answered on April 13, 2015 at 10:43 AM

    It appears to only be happening on this form:


    I tried two other forms and the submissions both came to my inbox.


    Here is one of the forms I tried that worked:


    Is there something different about these two forms? I created both of them within the last week.



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    Answered on April 13, 2015 at 12:11 PM

    Giving it a quick look everything seems OK so I would like to ask you if the issue was with the email notifier or the email autoresponder.

    The notifier is the email that is sent to you when a submission is made and the autoresponder is the one that is sent to the person completing it based on the email that they had added while filling out the form.

    Also, if you can tell us which submission (or did all of them) went to junk folder?

    That will allow us to take a look at the submission itself.

    I would also suggest setting all of the emails in junk folder as not-junk.

    Now if I recall your previous thread few months back (and I might be wrong) your company has some security services that the emails must pass in order to get to you inbox - it would be good to ask your IT department to check if any of their rules are setting it to fall into junk folder.

    At the same time, the guide above (Whitelisting JotMails IP Addresses) would help them to make sure it does not happen any more.

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    Answered on April 13, 2015 at 04:11 PM

    Both the notification and the autoresponder went to my junk.

    I am not sure how to do this: "I would also suggest setting all of the emails in junk folder as not-junk."

    Is this something I do in Outlook? If so, how can I change it for the staff who should be receiving the email? In some cases it could be any staff member based on the email field and we have more than 3,000 staff members.

    I am checking now with IT so see if there are issues and to make sure everything in that link is whitelisted. I will let you know what I find out.

    Thanks for your help.

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    Answered on April 13, 2015 at 04:35 PM

    Unfortunately only your IT department would be able to set this to everyone. Depending on how they have organized everything they might be able to do so from their own workstation, by pushing the rules / updates to all end points.

    You can however do that easily for yourself and have it shared with few of your colleagues while testing - which might train your system (again based on how it is connected).

    You can see the steps here:

    Now if your outlook is connecting to your own email server to get them, your IT department will be able to do it for you.

    Looking forward to your update.