- brandysilkAsked on October 22, 2015 at 04:31 PM
URGENT: Customer has sent form and uploaded attachment but it is not being transmitted. We also tested the form and find they are not being transmitted....we are not receiving the email in the inbox and it is not in spam or junk either. The recipient email address is firstname.lastname@example.org. The forms have worked in the past not sure what the problem is. PLEASE ADVISE
- BorisAnswered on October 22, 2015 at 07:51 PM
@stevedup, in order to avoid confusion with our support to Amy and for us to support you better, your question has been moved to a new support thread:
We will be supporting you there.
@brandysilk, I have checked your provided email address, Amy, and it looks like it ended up in our bounce list. When emails are bouncing, it means that the recipient email server refused to accept our emails. The error message that our servers received when attempting to deliver emails is short and simple, as follows:
It looks like your recipient server was flagging our emails as spam, and had stopped accepting them soon after. As our emails were being rejected, our system placed the recipient address into the bounce list.
You email address email@example.com is now removed from our bounce list, but please make sure to go over your email notification settings and make sure to set them up according to this guide: How to setup email alerts to prevent email bouncing related issues.
It may also help to whitelist our servers on your end, and to add our sender email addresses firstname.lastname@example.org and email@example.com to your contacts list.
You can also check any of your submissions directly on JotForm, simply by opening the submissions page of your desired form. I hope this helps, Amy, please do let us know how it goes.
- brandysilkAnswered on October 23, 2015 at 10:29 AM
Thank you for the prompt reply and detailed information.
The forms are now working and I will review your setup information and do my part. Already added sender email addresses to the contacts list.
- BorisAnswered on October 23, 2015 at 12:21 PM
You are kindly welcome, Amy. I'm glad to hear that it helped.
If you need assistance with anything else, or if you encounter a similar issue ever again, please do not hesitate to open a new support thread about it and we will do our best to help.