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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

    Did not received submission Email

    Asked by Citytreehouse on August 06, 2015 at 10:21 AM

    I having issues receiving the information from the completed forms on my website. When I try to log in to the jotform website it has a weird interface and doesn't allow me to log in. I have a bookmark for my forms and that functions but then I still can't open any of the submissions or attempt to fix the link because the interface changes to something unusable. I have to get in to my forms to fix this issue.

    Page URL:
    http://citytreehouse.com/firstvisit.php

    My Forms Submissions JotForm can't open
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    JotForm Support

    Answered by Boris on August 06, 2015 at 11:35 AM

    Upon checking your form email history, I can see that there are many failed email attempts to your address firstvisit@citytreehouse.com

    I have checked, and this address has ended up in our bounce list. The reason is given as follows:

    Reason(s) : smtp; 554 5.7.1 The message from (<0000014ec50af72e-fe09ddd5-81eb-43ad-9eb3-0d633e17e490-000000@amazonses.com>) with the subject of (First Visit Reservation) matches a profile the Internet community may consider spam. Please revise your message before resending.

    In other words, this means that your mailing provider is considering email submissions that are being sent to firstvisit@citytreehouse.com from JotForm as spam. You will have to make sure that your IT department or mailing provider are Whitelisting JotMails IP Addresses.

    If you do not have such control over your mailing provider, you will have to edit the body of your email notification to not contain First Visit Reservation text and to be a little different - the way that it is currently set up is being filtered by the mailing service that you are using.

     

    Now when it comes to this website being inaccessible, can you please confirm if you are using Trend Micro antivirus by any chance? Please try using our direct noCDN link, and see if it helps you acces our website:

    http://www.jotform.com/?noCDN=true

    Please let us know how it goes.

  • Profile Image

    Answered by Citytreehouse on August 12, 2015 at 03:00 PM
    Hey there,

    I have since contacted our mailing provider and fixed the blacklisted issue but the submissions are still not being directed to the specified email address. What else must I do to fix this issue?

    Best,
    Keyla

    Treehouse Helper











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  • Profile Image
    JotForm Support

    (Private)

    Answered by jonathan on August 12, 2015 at 06:51 PM

    I found the email address in the bounce list again due to this reason

    I had it removed already. New incoming message should now arrive.

    May I suggest you also modify the Subject/Tilte of your form http://www.jotform.us/form/40495061825152  Notification Email to something else. I think that subject title was the last bounce reason of the email.

     

    Please let us know if issue persist.

    Thanks.

  • Profile Image

    Answered by Citytreehouse on August 29, 2015 at 10:45 AM
    Hey there,

    This issue has come up yet again. Will changing the name of the file indefinitely solve this issue? I don’t understand why we would show up on bounce list given we only use email address to respond to requests specifically sent to us. Could there be something else causing this outcome?

    Best,
    Keyla

    Treehouse Helper











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  • Profile Image
    JotForm Support

    Answered by Boris on August 29, 2015 at 01:24 PM

    We are very sorry for the inconveniences, Keyla. We can't say if it would definitely fix the issue, as the filtering occurs on the recipient server of your email provider, and they are detecting the content of your/our email notifications as spam.

    I have removed your email address from our bounce list again, but if emails keep bouncing (bounce is when your recipient server refuses to accept our email), your address would end up back in our bounce list.

    To make sure that we start off in a clean manner and try to not be flagged by your spam filters, I would advise you to please remove the old Email Notification that you had set up, and re-create a new one with making sure that all the fields are filled according to the following guide:

    How to setup email alerts to prevent email bouncing related issues

    To remove the old notification, you can click on Setup & Embed > Emails, and when you mouse-over the Notification, there is a red X for removing it.

    When you re-create the new Notification on this form, make sure that:

    1. Sender Name is set to a name you like, such as your company, or JotForm.

    2. Sender Email is set to noreply@jotform.com

    3. Recipient Email is set to your recipient address, firstvisit@citytreehouse.com

    4. Please also use another Subject as the title of your notifications, if at all possible.

    After making these changes, with a completely new Email Notification, hopefully your emails will no longer be rejected by the recipient server. Please let us know how it goes, or if you experience any further issues after this.

    Thank you.

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    Answered by Citytreehouse on September 10, 2015 at 04:46 PM
    Hey there,

    I’ve completed the steps detailed below in order to restore its function but it still does not come in to the email address firstvisit@citytreehouse.com. What am I missing? Is there something else I should do as well?

    Best,
    Keyla

    Treehouse Helper











    ...
  • Profile Image
    JotForm Support

    Answered by jonathan on September 10, 2015 at 06:01 PM

    I found the email firstvisit@citytreehouse.com again in the bounce list due to this reason

    This is the reason the email did not reach your inbox. I had it removed again from the blocked list.

    Can you please follow this process also. Let us check if this resolve the issue

    1. Add a new Notifier to your form.

    2. Delete the old Notification email on the form.

    3. Save the form.

    4. Test submit the form and check your email

    Let us know if email is still not coming to your mailbox.

  • Profile Image

    Answered by Citytreehouse on September 13, 2015 at 05:46 PM
    Thank you!

    I made these changes again and so far so good! Thank you for your help.

    Best,
    Keyla

    Treehouse Helper











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  • Profile Image
    JotForm Support

    Answered by jonathan on September 13, 2015 at 07:38 PM

    Thank you for taking the time updating us. Feel free to contact us again anytime should you need assistance.

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    Answered by Citytreehouse on October 09, 2015 at 11:45 AM
    Hello again,

    I have tried all the alternatives that your specialists have suggested in order to resolve this issue. I thought it was fixed this past time but it was only 2 weeks until it was unresponsive yet again. This is becoming a really big issue with the way we take down online reservations and the only reason why we have our form from this site. What is the actual problem with this service and how do I resolve this issue indefinitely?

    Best,
    Keyla

    Treehouse Helper













    ...
  • Profile Image
    JotForm Support

    Answered by david on October 09, 2015 at 02:12 PM

    You address ended up back on our bounce list due to you emails being blocked as spam.  The subject line for the notification in your "First Visit Reservation Request" form:

    I have removed your address from our bounce list.  I would suggest changing this to something more meaningful like the title of your form.  I would also recommend whitelisting our domains and IP's with your email provider:

    http://www.jotform.com/help/145-Whitelisting-JotMails-IP-Addresses

    These changes should prevent this form occurring again.