Not receiving submission emails!

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    cybercopy
    Asked on January 05, 2016 at 12:25 PM

    Hello!

    We are receiving submissions that are uploading to our Dropbox via a form we've published on our website http://cybercopyonline.com (we're even seeing the files in our box) but we are not receiving form submission emails to our attached cybercopy@sbcglobal.net email address. The form and all uploading worked fine up until around the 26th of December. Ever since then, our Dropbox has been keeping all submissions without sending us the JotForm emails.

    Thanks!
    Cybercopy

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    victor
    Answered on January 05, 2016 at 02:13 PM

    Sorry for this inconvenience. I have just verified your email. I checked our bounce list and email history. I noticed that emails were being sent properly. Can you please verify if this emails are not in your junk or spam bin.

    I also noticed that you add a custom sender email address. Is it possible to change it to one of our default sender address.

    Please let us know if this helps.

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    cybercopy
    Answered on January 13, 2016 at 11:46 AM

    Hello, sorry for the late response, work got busy!

    When you posted your reply, we had received two blank submissions right away. However, we've had customers attempt to submit files through the form since then and they've gotten lost like before.

    As for the custom sender, feel free to change that to the default sender address, or our sbcglobal.net address.

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    victor
    Answered on January 13, 2016 at 02:05 PM

    Do not worry. I have re-tested your form and was no able to replicate any issue you are having. When you say that you receive blank submissions, are you referring to the email notification, no data saved in the submission page or there are no files saved in your dropbox?

    I have submitted a couple of forms and all the information  is saved properly. I am able to view the data in the submission page, the email notification contains all the information as does my dropbox files.

    Can you please indicate the type of files you are missing and if they are missing from the dropbox or the submission page?

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    cybercopy
    Answered on January 13, 2016 at 02:35 PM

    By "blank submissions" I was referring to fake submissions, submitted to test the submission form. Two of them that we had been trying to send hours before finally arrived just before your initial post.

    We just now sent another submission through the form on our website using a small JPG file, just in case it was a size issue, and we still haven't received the email for it. The issue is solely the missing emails, usually submissions show up in Dropbox or on Jotform but we haven't received email notifications.

    We checked our spam folder on the day that we made the first post and we're checking it today and not noticing any emails from submissions.

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    BDAVID
    Answered on January 13, 2016 at 06:17 PM

    Our mail logs show good delivery:

    Since you are not using our email addresses  noreply@jotform.com or noreply@formresponse.com  to be setup as the Sender E-mail , you need to white-list our Jotmail IP addresses within your email server (or ask for it to your email service provider). Read this article for more details: http://www.jotform.com/help/145-Whitelisting-JotMails-IP-Addresses

    Let us know if you need more help, we will be glad to assist you.