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

    Notification Emails not going through

    Asked by OLNCMYWeb on April 29, 2015 at 12:54 PM

    Notification Emails are working correctly via "test" button and email is received, however, they ARE NOT being received upon form submission -- we had an email address change and has stopped working since.

    The Auto responder is working correctly via "test" button in setup & upon form submission -- nothing has changed.

    Becky

    stopped working
  • Profile Image

    Answered by OLNCMYWeb on April 29, 2015 at 12:57 PM

    I've also checked and rechecked the spelling of the email address as well as confirmed the receiving mail server is working properly, which it is.

  • Profile Image

    Answered by parkwater on April 29, 2015 at 01:04 PM

    I have been experiencing the same issue, except nothing has changed on my end. 

    I also tried to forward the submission to two different email addresses and nothing has come through yet. 

     

  • Profile Image
    JotForm Support

    Answered by Aury on April 29, 2015 at 01:41 PM

    @OLNCMYWeb

    Firstly, if the issue occurs to form http://www.jotform.com/42715293175962 please remove the Social Security and Driver's License fields as these type of information is considered sensitive and could be suspednded by our phishing detector system.

     

    Actually that would be against our terms of use and would be the cause of your account permanently removed from our system.

     

     

    Phishing You agree that Company may terminate your JotForm Service immediately if a form is created or JotForm is found to be used to: Obtain credit cards sensitive information, get social security numbers, show content with child pornography. Or if a form was made to steal user login credentials. All these activities are considered as Phishing and any account along with the guilty forms will be suspended immediately

     

    Secondly, if I understood correctly, notification Emails are working correctly via "test" button only. This is due that when testing, email goes to the email address that is associated to your Jotform account.

    Now, open your form on "live mode" (click on "Preview") , fill out the form and submit a test-entry in order to see if the notifications are being sent correctly. You should get the notifcation on the specified email address.

    You may find additional information in the following links:

    http://support.jotform.com/help/208-How-to-setup-email-alerts-to-prevent-email-bouncing-related-issues.

    http://www.jotform.com/help/262-How-to-remove-your-email-address-from-bounce-list

     

    I hope this information helps to solve the issue.

  • Profile Image

    Answered by OLNCMYWeb on April 29, 2015 at 02:40 PM

    Hi Aury,

    To address the "phishing" clause...If you look at the form in its entirety, you will find it is used for parents to register their missing children with a registered and recognized missing children's organization. There is no malicious intent behind the information collected. It is collected for a very legitimate reason and is considered a legal and binding document signed between both parties once the case has commenced.

    Collecting SS# and Driver's License information is a part of the screening protocol a parent must go through before a case is opened, and because there are times a non-custodial parent will attempt to locate a child or the custodial parent through a missing children's service agency, there needs to be a way to collect and verify proof of identity BEFORE services are considered or provided.

    Your terms do not say or imply collecting personally identifiable information such as a Driver's License is "phishing", however, I can see how it could be construed that way. I would be happy to remove the SS# without question. If in the event Driver's License information were to be added to that list, what can you recommend in place of it?

    I'd hate to have to stop using Jotform because of it's ease, but if that's what has to be done so the necessary info can be collected, then it will be. I don't know what else to do. The organization requires this info. Can an exception to the rule be made in this case? The org can provide your company with all the documentation required to prove the legitimacy.

     

    The email address is not on the bounce list - so that is not an issue.

    I did find that "Jotform" was not the sender of the email but rather, the info from the name field was.

    I cleared the cache and submitted the form via preview. The email hasn't gone through.

     

  • Profile Image

    Answered by OLNCMYWeb on April 29, 2015 at 02:50 PM

    If you're missing a comma in the phishing clause of terms between credit card & sensitive information, I'd like to ask if I can have 1-2 weeks of grace period before the form/account is shut down so I can rebuild them all on our web host. THE WHOLE FORM IS SENSITIVE INFORMATION.

  • Profile Image
    JotForm Support

    Answered by david on April 29, 2015 at 03:45 PM

    I checked the notification for your form and it does appear to be setup properly.  So I checked our email logs for the address entered as the recipient and it does ineed appear as though they are going through:

    I would check your spam/junk mail folders to make sure they are not coming through there.

    In regards to the phishing issues, occasionally we do review forms and accounts to ensure that they are collecting and using the information for legal purposes.  Your explanation does make sense so I do not believe there should be an issue.  However, I would make sure you are very safe with this data:

    http://www.jotform.com/answers/333046-is-JotForm-HIPAA-Compliant

    It is stored in your account in plain text.  Should your JotForm account be compromised for any reason, so would your data.

  • Profile Image

    Answered by OLNCMYWeb on April 29, 2015 at 04:12 PM

    Thank you for your response David.

    Yes, I know. The information collected is extremely sensitive and security has always been my concern. I only use the secure link for all the forms (one of the main reasons we use Jotform) and notification and auto-responders have only the most minimal information. Just enough to make them feel more "personal" than generic.

    If something is in writing whether it be pen/paper or an online form isn't there always a possibility of info being compromised? Besides a super strong password, do you have any recommendations?

    The emails are not sitting in a junk/bulk folder or being marked as spam. Other Jotfom emails come through without a problem. Just today a case manager signed up so she could access the form and the invite and account confirmation went through to her.

    Let me ask you this...logically I don't think it would make a difference but you never know. The email address you have captured there is a generic email address being forwarded through our mail host to the caseworkers business email. When she set up on jotform, she used her email. Would that make a difference?

    Becky

     

     

  • Profile Image

    Answered by Ben on April 29, 2015 at 04:55 PM

    Hi Becky, as my colleague David mentioned, in your case this would be OK to collect - there are some cases where this is true and most where this is not allowed.

    We however must mention this in order to know why such info is collected, so fee free to add it back to your jotform.

    Once you do, please send us an email from your organization domain email address (not yahoo or gmail - personal address) to support@jotform.com and state the same as above, why you need to collect SSN and on which forms.

    This way you will ensure that your account does not get suspended by our internal tools that check for phishing and similar threads.

    In regards to safety, the link that my colleague has given outlines the most important ones - secure form + email notification not containing the sensitive data such as SSN or drivers license.

    If you need any assistance in regards to this, I would recommend opening a new - private thread for that specifically so that we can assist you here with the issue with your emails.

    Now I am looking at this form: 42715293175962 and from what I can see the emails are being sent to you from our side and there are no notifications of their failure to be received.

    I think that you should inspect your email server logs to see what happens after they are delivered - if you have an IT personnel that can do that for you.

    They might see if the server itself is removing them.

    What you could do is to create a new email notification that will send an email to you as well (to your personal email) so that you can always see if something comes up while we are helping you resolve this issue.

    Do let us know what they find out when they take a look at the logs and please do give them (IT people) the link to this page: Whitelisting JotMails IP Addresses

  • Profile Image

    Answered by OLNCMYWeb on April 29, 2015 at 05:16 PM

    Thank you Ben.

    I will be sending support@jotform.com an email from my business account (bxxxx@facesofthelost.org) shortly.

    I will also look into our email server logs and get back to this tread if no issues are found.

     

    Becky

  • Profile Image
    JotForm Support

    Answered by david on April 29, 2015 at 05:27 PM

    Our apologies for any frustration this may have caused.  We like to ensure our forms and the users who are filling them our are protected.  Thank you for being understanding.  Let us know if you have any further questions regarding your email notifications issues and we will be happy to follow up.

  • Profile Image

    Answered by OLNCMYWeb on April 29, 2015 at 07:16 PM

    Thank you everyone for you assistance.

    I'm not sure of the reason the email isn't going through using that email address because I changed it to mine and it worked fine.

    I do have a theory and maybe someone can confirm it to help rule the issue out because I have to contact our web host for the error logs and whitelist your IP. Accessing the info is unavailable.

    Oct. 29 2014 when setting up the email address (don't know if it was auto-responder or notification) I accidentally entered it into the Sender E-Mail line which prompted and email verification email from jotform. The recipient at that email didn't know what it was for and because I did it in error, I told her to disregard it. Is it possible that because that email address was never verified within your system it's blacklisted in a sense; like it's stuck in some kind of loop?

    I sent email to the missingchildhelp address and it was forwarded correctly. I've done it from both my business and personal yahoo account with no issues... hence my theory.

    Becky

  • Profile Image
    JotForm Support

    Answered by EltonCris on April 29, 2015 at 09:37 PM

    Hi,

    Thanks for your reply. 

    There's nothing to worry about the unverified sender emails. Since it is not verified, it will not be added in your sender email list. Which also means, it is not used by Jotform in any way. For as long as the email is not in our bounce list, it should be fine. What's important is the current sender email used.

    While I am not sure what specific form you are experiencing this email problem and what specific email address you are not receiving notifications, I would suggest to check the following.

    I can see that your form "42715293175962" uses the default sender email (noreply@jotform.com) which is fine but there seems to be forms in your account like this form "91934809244" that does not have sender email set (and was previously using custom sender email) so I would suggest to review that first and add noreply@... as the sender email.

    Feel free to update us whenever you have further questions or if you need help. 

    P.S. I see that you have requested a username change. Yes, it is possible and we can change it for you. For our record, I would suggest to create a separate forum thread for this request so we can assist you with this. Thanks!