Certain users not receiving email notifications?

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    Asked on December 22, 2015 at 06:14 PM

    I have a few users who aren't receiving email notifications. I've ran a few tests and they haven't received the emails. What's the recommended path to solution? 

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    Answered on December 22, 2015 at 08:34 PM

    I checked your jotform http://www.jotformpro.com/form/52376644836970 and I noted that the Notification Email setting on the form was base on condition email.

    This means that intended Recipient E-mail vary depending on the conditions.

    Can you please tell us which email address specifically was not able to received the email noticie? It will be faster to check if we know the exact email address that have issue.

    We did have down server issue just a while ago due to attack on our servers. But our team worked efficiently and were able to restore everything back to normal immediately.

    The issue with the email could be due to this event as well.

    Please check/test again as well if issue is resolved. Let us know immediately if not and we will find a fix immediately.

    Thank you.


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    Answered on December 23, 2015 at 03:06 PM

    lbonelli.tn@veinternational.org for the conditions that Region is Equal to South and Midwest. I sent a test on December 17 and she hasn't received it. There was also a bulk of submissions she didn't receive between November and December. I've advised her to check spam and add noreply@jotform.com to her Gmail contacts but I haven't heard response about those yet. 

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    Answered on December 23, 2015 at 04:03 PM


    Thank you for providing us the email.

    I have checked the email log for this account lbonelli.tn@veinternational.org and as you say, there is an email sent on December 17,2015, you can see the email on this link.

    I can also see the emails sent on November and December, please ask your user to search the emails on Junk and Spam folders, emails should be there.

    Also, you can check the email log for this email address, just follow this guide in order to know how to do it : http://www.jotform.com/help/293-How-to-view-all-your-form-Email-History 

    The emails address is not in our bounce list, but I would like to share you this guide in order to check your email addresses and remove if one is in the bounce list : http://www.jotform.com/help/262-How-to-remove-your-email-address-from-bounce-list

    Hope this helps.


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    Answered on January 03, 2016 at 12:46 PM

    Thanks Kevin_G! 

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    Answered on January 03, 2016 at 01:49 PM

    On behalf of Kevin, you are quite welcome.

    Feel free to contact us again anytime for any assistance you need on Jotform