- sue meyersAsked on May 05, 2015 at 10:30 AM
I am not getting my jot forms in my e-mail. I have 2 very upset customers this morning and 1 says they sent the form last week and the other says they sent a form yesterday.
- JotForm Supportashwin_dAnswered on May 05, 2015 at 11:44 AM
With which form you are having this issue with?
I did check your last edited form's notification email alert and did not find any issue with that. The issue seems to be related to the aol email address you have added in your form. Our checking our records, I found that your email address firstname.lastname@example.org ended up in our bounce list for following reasons:
email@example.com is IN
the bounce list
Reason(s) : smtp;521 5.2.1 : AOL will not accept delivery of this message.
There seems to be some issues with the AOL and they are rejecting the emails from external source. I have removed your email address from our bounce list but it is most likely to be rejected again and will cause it to end up in bounce list again.
I will suggest you to use some non aol email address in the recipient email of your form's notification email alert. The following guide should help you: http://www.jotform.com/help/41-Finding-out-E-mail-Address-used-for-submission-notifications
If you still want to receive emails in your aol email address, I will still suggest to use some other email in your form and than set it to forward it to your aol account. That should most likely solve your problem.
Hope this helps.
Do get back to us if you have any questions.
- Sue Meyers- Manna & Associates LLCAnswered on May 05, 2015 at 02:18 PM
I dont even know what you mean by bounce list. And I dont know why you "dont see an issue". Clearly the customer sees an issue, that is why you are being contacted.
Are you saying that your software forwarded the e-mail and it was rejected, or are you saying you have a bounce list and theerefore the e-mail wasnt sent. Please be clear, I want to understand all the issues since you dont have a phone number and we have to e-mail back and forth which is quite inconvenient.
We get our e-mails fine from everyone else, so lets hash out the problem here with some clarity.
- JotForm SupportKiranAnswered on May 05, 2015 at 03:43 PM
The issue is with the email where the notifications being sent to your aol email address. As already explained, the issue seems to be with the aol email address only. We have a bounce list when the emails are continuously rejected by the destination email server for any reason.
Since AOL kept rejecting the emails that were sent and hence your email address was added to our bounce list. However, my colleague has already whitelisted your email address. I've now tried to submit your JotForm and I see that the email was sent successfully from our end.
If the issue still persists, we request you to go through the guide below that can help you in troubleshooting certain email delivery issues.
Also, you may a different email address for receiving notification as suggested by my colleague. please get back to us if you need any further assistance.