Notification emails not being received

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    MagEx
    Asked on September 15, 2015 at 09:48 AM

    I've realised that notifications emails are no longer being received for any of our forms, which has led to a big back-log of customer enquiries that have not been dealt with.

    Nothing has changed in our Jotform account settings and I've checked our ISP's spam filters (nothing there), so it looks like the emails are simply not being sent any more.

    Having looked through the forum I see that this is a problem that a lot of users have. I've also used the 'check Bounce List' facility, which came back as negative (ie., our email address wasn't bouncing).

    Please advise how to proceed to resolve this problem

    Thanks

    PS - We are using the paid (not free) version of Jotform

  • Profile Image
    david
    Answered on September 15, 2015 at 12:52 PM

    Hi,

    I checked our mail logs for your address and it looks like the notifications were indeed failing to be delivered.  This resulted in your address being placed on our bounce list:

    Here is a great document on 550 errors:

    http://www.silverbarrel.com/sites/default/files/pdf/550_smtp_error.pdf

    You may need to whitelist our domains and IP's to allow for the notifications to go through properly.  Here is a list of both:

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

    I removed your address from the bounce list and the notifications should attempt to send once again.  I would recommend whitelisting our services to ensure this does not happen again.

    If you have any further questions, let us know and we will be happy to help.

     

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    alexander_lau
    Answered on September 15, 2015 at 12:56 PM

    Ours as well, please check. This is REALLY disheartening. I'm ready to give up on your tool.

    http://www.ultimatedefensivedriving.us/contact

    http://www.ultimatedefensivedriving.us/presentation-reservation

     

    A

  • Profile Image
    david
    Answered on September 15, 2015 at 02:05 PM

    @alexander_lau,  I have moved your request to a thread of its own.  I will follow up here shortly:

    http://www.jotform.com/answers/662628

  • Profile Image
    alexander_lau
    Answered on September 15, 2015 at 02:07 PM

    Thanks kindly and just to let you know, I have 'white-listed' @jotform.com sends with my E-mail hosting provider. :-)

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    david
    Answered on September 15, 2015 at 03:13 PM

    You are very welcome.  I received the update from your colleagues other thread and will follow up there shortly.