- Jason DobbsAsked on April 23, 2015 at 05:50 PM
I'm contacting you on behave of Kris Mordecai of GLSEN. He has opened a ticket as well stating that emails from email@example.com are not reaching firstname.lastname@example.org. He is able to receive them at email@example.com. I can see attempts from firstname.lastname@example.org hit the spam filter (Spam Hero) for Kris' personal account but nothing for email@example.com. I've sent test emails to firstname.lastname@example.org and do see those attemtps on the spam filter. At this point I do not beleive the emails from email@example.com to firstname.lastname@example.org are even leaving JotForm.
Should you need additional information please feel free to let me know. Thank you.
- JotForm SupportdavidAnswered on April 23, 2015 at 07:09 PM
I checked our mail logs for the address you were having trouble with and I see several confirmation emails:
I'm not sure if this is related to the issue you are having with that address but it leads me to believe there may be something in the form I am missing. If you could let us know the form you are working on we will be happy to have a look to see what may be occurring.
- Jason DobbsAnswered on May 04, 2015 at 11:07 AM
Turns out we've been emailing the response on this ticket rather than posting to this article. I assume at this time there are several "tickets" open about this issue.
Kris states when the form is being sent to email@example.com (which is an alias to his account Kris.Mordecai@glsen.org) nothing is ever received. I can look at the span filter (Spam Hero) in front of the mail server (Office 365) and see no attempts from JotForm to firstname.lastname@example.org. I do see attempts when forms are sent to Kris.Mordecai@glsen.org and email@example.com. Only the ones sent to firstname.lastname@example.org are not showing in the spam filter or in the mailbox.
We've been able to successfully send emails from other services and other mailboxes (internal and external) to email@example.com without issue. It appears emails coming from JotForm to this email address are not even making it to the spam filter to be passed along to the mail server.
Kris' form is located at http://www.jotform.us/form/51034645582151
- JotForm SupportdavidAnswered on May 04, 2015 at 11:24 AM
According to our logs the emails are being sent from our end. If the notifications were being fully blocked, they would show as "Failed" according to our logs. In any case, here is our guide on how to setup your notifications to prevent this type of issue:
This includes which servers to have whitelisted and things of that nature. As far as I can tell, the notifications are being sent successfully on our end.
If you are still unable to get them to come through, let us know and we will see what else we can do.
- krismordecaiAnswered on May 04, 2015 at 02:34 PM
I followed the steps for white-listing the domains and IP addresses. Kris ran additional tests but things still don't appear to be coming into the noreply account. No attempts on the spam server or anything. Other email accounts from JotForm hit the spam filter and pass to the mail server and then the mailbox all as expected.
Any other thoughts on this?
- JotForm SupportdavidAnswered on May 04, 2015 at 02:54 PM
The only emails I see sent to that address are a confirmation for SMTP, similar to the ones I saw previously. I checked the form you referenced:
And there are no notifications set to be sent to "firstname.lastname@example.org":
Is there another form that should be sending to the email@example.com address? This one only seems to send to firstname.lastname@example.org.