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    I'm not receiving all form responses through email

    Asked by cbc1 on June 25, 2015 at 09:03 AM

    I've been using Jotform for many years and haven't had a problem, at least I wasn't aware of it.  We have multiple live forms currently in place.

     

    On particular form (http://form.jotform.com/form/12960647337), customers fill out the form to request access to a particular tool we offer.

    A customer contacted me and said they didn't receive access.  I checked and I never received their email submission.  Then, I went to Jotform and downloaded the report and checked it vs my email.  Turns out, they weren't the only one.  There were over 30 submissions not received since March 2015.  This is very disturbing because we depend on jotform to provide accurate worry-free submissions.

     

    Frankly, I don't have time to check the 100s of other forms we have active for accuracy.  What is going on?  You can see the attached excel - the ones highlighted in yellow are the ones I never received.  I am receiving several, but not all.  Can you look into this for me.

    Screenshot
    responses receiving Submissions problem excel
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    JotForm Support

    Answered by Welvin on June 25, 2015 at 10:19 AM

    Our sincere apologies for the inconvenience caused.

    Your form notifier settings are correct and the form emails are delivered to your email address based on our server logs. Here's how you can these logs:

    http://www.jotform.com/help/293-How-to-view-all-your-form-Email-History

    I also can't find any errors in the logs so this is most likely related to spam filters in your hosting provider. I would suggest logging into your hosting panel and check the webmail for the submissions. If you can find it there, mark them as not spam and make sure to whitelist us.

    Here's how to whitelist: http://www.jotform.com/help/145-Whitelisting-JotMails-IP-Addresses

    Whitelisting us is recommended if indeed our emails are going to your spam folder. 

    If, for some reason, whitelisting is not possible or not allowed by your hosting provider, the next best option would be to setup an SMTP to your account and use it to your forms. We have two methods:

    1. Get the SMTP details from your hosting provider and set it up by following the steps here: http://www.jotform.com/help/244-How-to-Setup-SMTP-for-a-Form.

    2. Register and use Mandrill's SMTP: http://www.jotform.com/help/236-How-to-use-Mandrill-to-Send-Emails-From-Your-Own-Email-Address.

    We are willing to help you change the form sender email if you prefer to use the SMTP method. Just set it up to your account and let us know here.

    Thanks