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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.

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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.


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    Why am I not receiving, through my email, JotForm's from our website anymore?

    Asked by pineforestorg on December 20, 2011 at 11:15 AM

    Several months ago I stoped receiving completed forms from our website through my email.  I have had our web developer take a look at this and he can't seem to figure it out and says that it could be an issue with jotForm.  The form itself if working because I can log into my Jotform account and retrieve filled out forms. Here is the link to our website enrollment form if this helps:  http://pineforestschool.org/enrollment/

    Thanks,

    Sarah Bathen
    Office Manager
    Pine Forest School
    sarah.bathen@pineforestschool.com

    Page URL:
    http://pineforestschool.org/enrollment/

    Screenshot
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    Answered by AtacanC on December 20, 2011 at 11:48 AM

    We apologize for any inconvenience this may have caused. I've cloned your form and made a test submission. I was able to receive a notification email. Can you please add these ip addresses below to your mail provider's whitelist?

    174.34.57.214

    174.34.57.216

    174.34.57.218

    174.34.57.219

    208.117.50.251

    If the problem persists, please do let us know. So we can investigate further.

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    Answered by fxr on December 20, 2011 at 01:51 PM

    Hello Sarah,

    I dont know if you replied to this thread, if you have please post it directly to the forum 

    http://www.jotform.com/answers/63734-Why-am-I-not-receiving-through-my-email-JotForm-s-from-our-website-anymore#2

    -

    I have checked our email logs and emails from JotForm are definately being sent to the email address on the notification of the form:

    /tmp/logs/amazonSES.log:[1;36m29-11-2011 13:50:54[1;37m PREMIUM AmazonSES Sent email to enrollment@HIDDEN.EMAIL - MessageID:00000133f0aa594f-ec39a891-7261-4f05-b61c-505664cff20b-000000/11230682-1abb-11e1-9fd8-35f83904a8c0

     

    As well as AtacanCs suggestion, I would check the spam folders of this email address and get noreply@jotform.com added to its safe senders list. 

    There really doesnt seem to be any problem on the JotForm end. 

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    Answered by pineforestorg on December 20, 2011 at 02:54 PM

    Our email is through google.  I have looked up how to do this through the gmail help and where it says I should be able to whitelist an IP address, it doesn't exist.  Any thoughts?  Thanks for your help,
    Sarah

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    Answered by fxr on December 20, 2011 at 03:07 PM

    Is that Google apps hosted email ?

    I don't have access to that software myself to see exactly where these IP addresses should go.

    But does this knowledge base article from Google help? -> http://support.google.com/a/bin/answer.py?hl=en&answer=60751

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    Answered by pineforestorg on December 20, 2011 at 03:36 PM

    I have visited this link this morning. "Step 3 In the Email whitelist section, enter the IP addresses of your contact's domain host to make sure any mail originating from these IP addresses are not labeled spam. If you would like to add more than one IP address, enter an IP range in CIDR notation or separate each IP address with a comma."

    This is where I run into problems...I have no section called email whitelist.

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    Answered by fxr on December 20, 2011 at 03:48 PM

    OK, I see the issue, apparently email address whitelisting is not available in the Free version of Google Apps. 

    Another option we can try here is to try to 'whitelist' the 'noreply@jotform.com' address itself.

    Do that by creating a filter in the relevant addressee's account.

    It should be in Settings -> Filters -> Create New Filter , Enter noreply@jotform.com into the 'From' field.

     

    Click on Create filter with this search, then check the Never Send to Spam checkbox & Create the filter.

     

    I am not quite sure if that will work, but its definately worth trying. 

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    Answered by pineforestorg on December 20, 2011 at 04:01 PM

    YES that worked!!! Thank you

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    Answered by pineforestorg on December 20, 2011 at 04:05 PM

    Here is another question that I have been trying to get our developers to figure out...I have a field on our form for gender and it is required that they select an option.  But when I receive the form in my email, gender is not listed anywhere.  Can you help with this?

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    Answered by fxr on December 20, 2011 at 04:57 PM

    Its possible that field hasnt been added to the email notification. 

    If you go into Email Alerts -> Notification 


    If its not listed, you will have to add it to Email composition, you get the variable name denoted by being enlosed in {}, by click on the relevant field from the field list on the right.

     

    This may be a little bit complicated until you work out exactly how it operates, feel free to ask if there is anything you are unsure about or worst case scenario we can add the field to the email notification for you. 

     

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    Answered by pineforestorg on December 20, 2011 at 05:24 PM

    Ok, I got gender to appear but I somehow messed up the nice look of the form when it arrives in email now all the info is jumble to the left side of the page.  It's not in a nice form format like your picture above

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    Answered by fxr on December 20, 2011 at 05:33 PM

    I have rebuilt the notification for you including that 'Gender' field and kept the originally formatting. 

     

    Can you do a quick test submission and confirm that everything is as it should be?

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    Answered by pineforestorg on December 20, 2011 at 05:40 PM
    Ok, it looks perfect!  Thanks.  I was trying to rebuild, but it was taking forever.  Happy Holidays!