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    Forms completed and then submitted through our website are not being received by the intended recipient(s).

    Asked by Travis Rhone  on September 10, 2015 at 02:31 PM

    We have several different form for various services that can be filled out and submitted on our website.  There is a general "Contact Us" form http://www.whatcomtitle.com/contact.html; there is a "Customer Service Request" form  http://www.whatcomtitle.com/customer-services.html; and an " Order Title & Escrow Services" form http://www.whatcomtitle.com/order-title-escrow-services.html.

    We have tested each of these forms and while we are seeing the confirmation that each from was submitted successfully (and in some cases we received a confirmation email that the request was sent) the intended parties within our office who should be receiving the form's information are not getting anything.

    The recipient email addresses for each form have been tested successfully internally - so we know the email addresses are good and are able to receive mail.  We are curious to find out where these form submissions dead-end since they aren't making it all the way to where they should and we are otherwise seeing confirmations that the forms were successfully submitted.

    Page URL:
    www.whatcomtitle.com

    recipient notification email notifier form recipients
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    JotForm Support

    Answered by david on September 10, 2015 at 06:13 PM

    Hi.

    Several of your notifications were rejected by your address resulting in your address being placed on our bounce list.  I removed "CustomerService@whatcomtitle.com" from the bounce list and it should be able to receive notifications once again.

    I also noticed that your form was under a "Guest" account.  If you register an account using the email address "CustomerService@whatcomtitle.com" your forms will be placed into that account.  From there you can log in and make changes to your forms, as well as view and submissions you may have missed via email:

    http://www.jotform.com/help/269-How-to-view-Submissions

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    Answered by Travis Rhone  on September 11, 2015 at 11:52 AM

    The CustomerService@whatcomtitle.com email address appears to still be blocked/on the 'bounce list' - how long should it take for it to function again once it's removed from that list?

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    JotForm Support

    Answered by david on September 11, 2015 at 01:07 PM

    Your address is still rejecting notifications from our services.  The error that is resulting in your address being placed back on our bounce list is:

    smtp; 553 Sender is on user denylist (Mode: normal)

    The error message you’re receiving means you (“sender”) are on a the recipient’s (“user”), deny list — this list is maintained by the user in most cases (meaning the user put you on this list because they didn’t want to receive your messages).

    This means our notifications have been actively blocked by your address and will not go through.  We can remove you from the bounce list, however, if the notifications continue to be blocked, your address will be placed back on the bounce list.

    Here is our guide on how to prevent the bounces from happening, including which domains and IP's to have whitelisted with your email provider:

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

    Once you have have servers whitelisted, you can remove your own address from the bounce list:

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

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    Answered by Travis Rhone  on September 11, 2015 at 03:08 PM

     

    The jotform domain isn’t getting blocked by any of our services.  In fact, the work around for us is to use a single user’s email - which works and the individual email johnb@whatcomtitle.com (which was an email address that was part of the CustomerService@whatcomtitle.com email group) is getting messages just fine. 

    Jotform isn’t sending email to the distribution group customerservice@whatcomtitle.com – a message trace shows it’s not even making it to the exchange server.  We are not using spam filtering on our Exchange Server at all.

    Can someone contact us and assist with troubleshooting?  I can provide additional contact info if so.

     

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    JotForm Support

    Answered by david on September 11, 2015 at 04:16 PM

    The group address may indeed be the issue.  There could be a problem with the way the forwarding is being handled.  You may want to use multiple addresses in a single notification, rather than trying to send to the group address:

    http://www.jotform.com/help/39-Send-Notifications-to-Multiple-Recipients

    I removed the group address from the bounce list once again, however, if the notifications still bounce, it will likely end up there once again.

    The only error we have to go on is the one provided when your address was placed on the bounce list:

     

     

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    Answered by Travis Rhone on September 11, 2015 at 04:52 PM

     

    CustomerService@whatcomtitle.com has no issues with mail traffic. All other outside and internal emails resolve. The only time we aren't receiving email is through the jotform service.  

     

    You keep mentioning that you've removed the CustomerService@whatcomtitle.com email address from the bounce list however we removed it from our forms yesterday so no traffic is pointing to that email address anymore. Why would it keep getting put on the bounce list?  Was it just left over from failed attempts yesterday prior to our removing it?

     

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    JotForm Support

    Answered by david on September 11, 2015 at 06:23 PM

    I do not believe it is an issue with mail traffic, I believe there may be an issue forwarding the notification to a group address rather than to individual. 

    I did not remove the address from our bounce list yesterday.  I wanted to wait until a few things had been checked and tried before removing it.  If an address gets placed on the bounce list too many times, it gets placed on Amazon's suppression list, which our admins have to remove manually.  This takes a fair bit more time to get done than a bounce list removal, which is instant.  I'd like to prevent any delays for you that I can.  Currently, your address is not on our bounce list since it was removed by you:

    My apologies for any confusion.  I would recommend, if possible, sticking with single addresses, rather than the group address, to ensure your notifications come through with the most consistency.

     

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    Answered by whatcomtitle on September 11, 2015 at 06:47 PM

    We previously tested individual email addresses with success so we'll go that route.

    Did something change recently that would have caused this issue to pop up so suddenly?  We have had our site up since 2013 and have otherwise been able to successfully send form submissions to email groups.  Just wondering what happened and why there wasn't a way for us to know that something was wrong with our email notifications.  We were only made aware of this problem via a client calling us to find out why our response was so tardy to their recent online submission when we have otherwise always been very timely in our responses.

    Definitely not a good way of discovering that something isn't working correctly....

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    JotForm Support

    Answered by Welvin on September 12, 2015 at 12:47 PM

    One thing is for sure, you did not receive the form email to the particular group email address because of the bounce list reason. I don't think we have some major changes in our email system so that should still suppose to work.

    You have to ways to fix this:

    1. By adding us to your server whitelist settings: http://www.jotform.com/help/145-Whitelisting-JotMails-IP-Addresses. This would help you prevent the group address from going to our bounce list. Even if you didn't enable spam filtering to your hosting panel settings, your provider can do it silently.

    2. Add your own email address as the sender email of the form using SMTP method: http://www.jotform.com/help/244-How-to-Setup-SMTP-for-a-Form.

    I hope that works for you. 

    Please contact us again if there are any problems.

    Thanks

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    JotForm Support

    Answered by Welvin on September 12, 2015 at 12:48 PM

    And by the way, the form in this page http://www.whatcomtitle.com/contact.html and two others are currently hosted in guest account. Would you like us to move it to your "whatcomtitle" account? 

    Thanks