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  • Profile Image

    Emails not received confirmation / Mails de confirmation non reçus

    Asked by cljclj on November 23, 2015 at 09:48 AM

    (traduction : translate.google.com... Sorry !)

    Hello,

     

    I have 6 forms in use on your website.

     

    For each of them, I requested that the customer receives a confirmation of his order and that our association will also receive an email to inform us of the arrival of an order.

    The spam mail settings appear identical for the 6 forms.

     

    But :

    Form 1 Association receives nothing client receives nothing

    Form 2 Client Association receives nothing gets nothing

    Form 3 Association receives the email! Client receives nothing

    Form 4 Association receives the email! Customer receives the email

    Form 5 Association receives the email! Customer receives the email

    Form 6 Association receives the email! Client receives nothing

     

    What's happening ? I have verified that the contact address was not in the "Bounce List": it is not there ...

    Thanks for your help.

     

    Clément Joubert

    ----------------------------------

     

    Bonjour,

    J'ai 6 formulaires en fonctionnement sur votre site.

    Pour chacun d'entre eux, j'ai demandé à ce que le client reçoive une confirmation de sa commande et que notre association reçoive également un mail pour nous informer de l'arrivée d'une commande.

    Les paramètres d'envois de mails semblent identiques pour les 6 formulaires.

    Mais :

    Formulaire 1                Association ne reçoit rien                     Client ne reçoit rien

    Formulaire 2                Association ne reçoit rien                     Client ne reçoit rien

    Formulaire 3                Association reçoit le mail !                    Client ne reçoit rien

    Formulaire 4                Association reçoit le mail !                    Client reçoit le mail

    Formulaire 5                Association reçoit le mail !                    Client reçoit le mail

    Formulaire 6                Association reçoit le mail !                    Client ne reçoit rien

     

    Que se passe-t-il ? J'ai vérifié que l'adresse de contact n'était pas dans la "Bounce List" : elle n'y est pas...

     

    Merci pour votre aide.

     

    Clément Joubert

    Emails not received US settings site bounce list bounce
  • Profile Image
    JotForm Support

    Answered by Kiran on November 23, 2015 at 12:03 PM

    I see that there are about 20 forms in your account. I am unable to identify the forms from your account as mentioned here. However, I've checked your last edited JotForm titled "Boutique de la Fabrique Opéra Val de Loire" and see that the emails are not being sent using SMTP account. It looks like there is an issue with the SMTP configuration of the sender email. Please verify the SMTP settings of the account being used from your account settings.

    You may verify if the issue is being caused with the SMTP account by changing the sender email address to JotForm's default email address from the email setup wizard.

    You may check the email history log from your account to see which email is sent successfully or failed. Please follow the steps provided in the guide below for checking the email history log.

    http://www.jotform.com/help/293-How-to-view-all-your-form-Email-History 

    Hope this information helps. If the issue still persists, please get back to us with the form ID or URL where the issue is observed. We will be happy to take a look again.

    Thanks!

     

     

  • Profile Image

    Answered by cljclj on November 26, 2015 at 06:18 AM

    Hello,

    I did not know that you can directly see the forms ... Am I stupid!

    But I tried to change the SMTP but nothing seems to work :-(

    Here is the real title of the forms.

     

    Boutique de la Fabrique Opéra Val de Loire

    Our organization receives nothing client receives nothing

    Participation réunion ambassadeur 13 décembre 2015

    Our organization receives nothing client receives nothing

    Achats de billets CE / Groupes pour "la flûte enchantée"

    Our organization receives the email! Client receives nothing

    Achats de billets pour la flûte enchantée

    Our organization receives the email! Customer receives the email

    Achats de billets places PMR pour "La Flûte enchantée"

    Our organization receives the email! Customer receives the email

    Achats de billets CNAS pour "La Flûte enchantée"

    Our organization receives the email! Client receives nothing

     

    Thanks !

     

    -------------------------------------------------------

     

    Bonjour,

    Je ne savais pas que vous pouviez voir directement les formulaires... Suis-je bête !

    Mais j'ai essayé de changer le SMTP mais rien ne semble fonctionner :-(

    Voici donc le vrai titre des formulaires.

     

    Boutique de la Fabrique Opéra Val de Loire

    Association ne reçoit rien                     Client ne reçoit rien

    Participation réunion ambassadeur 13 décembre 2015

    Association ne reçoit rien                     Client ne reçoit rien

    Achats de billets CE / Groupes pour "la flûte enchantée"

    Association reçoit le mail !                    Client ne reçoit rien

    Achats de billets pour la flûte enchantée

    Association reçoit le mail !                    Client reçoit le mail

    Achats de billets places PMR pour "La Flûte enchantée"

    Association reçoit le mail !                    Client reçoit le mail

    Achats de billets CNAS pour "La Flûte enchantée"

    Association reçoit le mail !                    Client ne reçoit rien

     

    Merci !

  • Profile Image
    JotForm Support

    Answered by Kiran on November 26, 2015 at 09:09 AM

    I've checked all your forms and following are my observations for each JotForm

    Boutique de la Fabrique Opéra Val de Loire

    Our organization receives nothing client receives nothing

    Notifier - contact@lafabriqueopera.com

    No Sender Email selected in the notifier which could be causing delivering email

     

    Autoresponder - using SMTP - email getting failed

    Participation réunion ambassadeur 13 décembre 2015

    Our organization receives nothing client receives nothing

    Notifier - contact-orleans@lafabriqueopera.com

    Sender email on Notifier - SMTP

    Sender email on Autoresponder - SMTP

    Achats de billets CE / Groupes pour "la flûte enchantée"

    Our organization receives the email! Client receives nothing

    Notifier - contact-orleans@lafabriqueopera.com

    Sender Email on Notifier - noreply@jotform.com

    Sender Email on Autoresponder - SMTP

    Achats de billets pour la flûte enchantée

    Our organization receives the email! Customer receives the email

    Notifier - contact-orleans@lafabriqueopera.com

    Sender Email on Notifier - noreply@jotform.com

    Sender Email on Autoresponder - SMTP

    I've checked the last submission of this form and see that the autoresponder was not sent to the user from the email history logs.

    Achats de billets places PMR pour "La Flûte enchantée"

    Our organization receives the email! Customer receives the email

    Notifier - contact-orleans@lafabriqueopera.com

    Sender Email on Notifier - noreply@jotform.com

    Sender Email on Autoresponder - SMTP

    Achats de billets CNAS pour "La Flûte enchantée"

    Our organization receives the email! Client receives nothing

    Notifier - contact-orleans@lafabriqueopera.com

    Sender Email on Notifier - noreply@jotform.com

    Sender Email on Autoresponder - SMTP

    As I check the email logs for each form, I notice that the Autoresponder getting failed using SMTP and notifier is successful when JotForm's default email address was used. I was not able to send test submissions since it seems all the forms are payment forms. It seems that the issue is with SMTP settings or the email address being used. Could you please try configuring a different email address or using Mandrill to configure SMTP to see if that helps?

    http://www.jotform.com/help/236-How-to-use-Mandrill-to-Send-Emails-From-Your-Own-Email-Address

    Let us know if you need any further assistance. We will be happy to help.

  • Profile Image

    Answered by cljclj on November 27, 2015 at 01:35 AM

    Thank you !

    I understood everything. I am a bit silly.

    Thank-you for your prompt response. Your site is great!

    ---------

    Merci !

    J'ai tout compris. Je suis un peu idiot.

    Merci pour votre réactivité. Votre site est formidable !

     

  • Profile Image

    Answered by cljclj on January 20, 2016 at 04:31 AM

    Bonjour,

    Depuis hier, alors que je n'ai rien touché aux formulaires, plus aucun mails de confirmation n'est reçu du client ou de moi-même...

    Que puis-je faire ?

    merci pour votre aide.

     

    (mêmes formulaires que précédemment)

    ---------------------------

    Hello,

    Since yesterday, while I have not touched the forms, no further confirmation emails are received from the client or myself ...

    What can I do ?

    Thanks for your help.

    (same forms as before)

     

  • Profile Image
    JotForm Support

    Answered by Welvin on January 20, 2016 at 09:03 AM

    That is because the email address has been added to our bounce list.

    Result: 

    contact-orleans@lafabriqueopera.com is IN  the bounce list 

    Reason(s) : smtp; 554-kundenserver.de (mxeue006) Nemesis ESMTP Service not available

    I've fixed this already, but I would suggest reviewing the following guide on how to prevent it from happening again. 

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

    We recommend checking the whitelisting part.