Not receiving form submissions

  • Profile Image
    cquest
    Asked on December 04, 2015 at 04:13 PM

    One of our customers has filled out one of our forms several times and we are not receiving the data. 

     

    How do I call the support line? I can't find a number on the website. 

  • Profile Image
    Kevin_G
    Answered on December 04, 2015 at 05:53 PM

    Hi,

    Thank you for contacting us.

    I have checked the email log for the email address you are using in your forms gedwards@c-quest.net and I can see all emails are being sent :

    Could you share us the link to the form with are you getting the issue please ? 

    And also, I would like to share you this guide, in order to prevent bouncing related issues : 

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

    Please, check your Junk and Spam folders, the emails may be there.

    Feel free to contact us if you are still getting the issue, we will be glad to assist you.

    Regards.

  • Profile Image
    cquest
    Answered on December 07, 2015 at 01:45 PM
    Greetings,
    This is the page where we are having problems receiving *some* application
    forms from Jotform.
    http://www.c-quest.net/#!mission-trip-application/ceud
    Thanks for any assistance you can provide us.
    Regards,
    Gary
    *Gary Edwards*
    Executive Director
    C-Quest
    www.c-quest.net
    Ph. (403) 800-8120
    Mexico Cel. (999) 993-4865
    *"restoring hope, transforming lives"*
    ...
  • Profile Image
    BDAVID
    Answered on December 07, 2015 at 02:09 PM

    As shown by my colleague, our mail logs shows good delivery of notifications for that form, have you checked spam folder? Could you please try to white-list our domain names, if the issue continues, as we use Amazon SES method for "noreply@jotform.com" sender.

    ·        jotform.com

    ·        email.amazonses.com

    ·        amazonses.com

    ·        jotform.co

    ·        secure.jotform.co

    ·        s3.amazonaws.com  

    ·        static-interlogyllc.netdna-ssl.com

  • Profile Image
    cquest
    Answered on December 07, 2015 at 02:45 PM
    Checked our Spam Folder and there is nothing there from Jotform. Please
    tell me how to "White list" your email addresses.
    Thanks,
    Gary
    *Gary Edwards*
    Executive Director
    C-Quest
    www.c-quest.net
    Ph. (403) 800-8120
    Mexico Cel. (999) 993-4865
    *"restoring hope, transforming lives"*
    ...
  • Profile Image
    Kevin_G
    Answered on December 07, 2015 at 03:07 PM

    You should contact to your email provider in order to add our list of IP, Mail Server and Domains to your white list, you will find the info provided by my colleague above and our IP addresses on this link : 

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

    Let us know the result, we will be glad to assist you.

    Thanks.