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    Multiple Email Notifications : Not receiving email notification in some custom email addresses

    Asked by LindaMuscatell on January 06, 2016 at 04:29 PM

    I haven't been receiving the submissions to the listed form below since last week.  Can someone look into this for me?  I even updated the notification email and still not receiving the submissions.  I processed a few test submissions this afternoon and haven't received any.  My Notification email 1 is being sent to 4 email addresses.  There seemed to have been some conditions regarding the email notification that I did not add.  I was receiving these submissions through mid December and now am not.  I deleted the conditions that I saw in hopes that I would start seeing my email notifications again but to no avail am not receiving them.

    Page URL:
    http://form.jotform.us/form/50364160294148

    Emails receiving a Submissions email notifications email notification Updated
  • Profile Image
    JotForm Support

    Answered by Kevin_G on January 06, 2016 at 11:16 PM

    Hi,

    Thank you for contacting us.

    I have tested your form and I can see emails are not being sent. However, I made a test form using one of the email address you are using, linda_muscatell@waters.com.

    And I can see the email was sent.

    Could you please try to send the email notification only for one email address ? 

    If it works, you should add an email notification per email, in order to receive all email notifications.

    I also checked your email addresses in our bounce list and they are not there.

    Please, do let us know if after doing it you are still unable to receive the emails, we will be glad to assist you.

    Regards.

     

  • Profile Image
    JotForm Support

    Answered by Kevin_G on January 06, 2016 at 11:18 PM

    You can test using this form, the email notification should be sent :  https://form.jotform.com/60058978026967 

     

  • Profile Image

    Answered by LindaMuscatell on January 07, 2016 at 09:32 AM

    Hi, I submitted a response in your test form and received an email notification.  I updated my form with separate notifier's for each email.  I am still not, nor are the others, receiving the notification emails.

    Please advise.

    Thanks!

    Linda

     

  • Profile Image
    JotForm Support

    Answered by Kevin_G on January 07, 2016 at 12:08 PM

    Hi,

    I made a test in your form and checked the email log, I can see the emails are now being sent.

    These are the email addresses I checked : 

    linda_muscatell@waters.com 

    geovana_flanagan@waters.com 

    erika_scialdone@waters.com 

    cozette_cuppett@waters.com 

    You can also check the email history for each address by following this guide : http://www.jotform.com/help/293-How-to-view-all-your-form-Email-History 

    Please, check you Spam and Junk folders now, emails should be there, also, if possible, ask your email provider to add these IP Addresses to the white list : http://www.jotform.com/help/145-Whitelisting-JotMails-IP-Addresses 

    Do let us know if the issue is still there, we will be glad to assist you.

    Thanks.

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    Answered by LindaMuscatell on January 07, 2016 at 01:03 PM

    Hi again,

    I did receive your test submission however no one else did.  It looks as though they received it looking at the email history however no one did except for me.  We all checked out junk folder and there is nothing there.  We have been using this form for about a year now and haven't had any issues receiving the submissions until late in December.  

    I just submitted my own submission again and only Cozette Cuppett received the notification this time and no one else.  I am completely baffled...

    Any other suggestions?

    Linda

     

  • Profile Image
    JotForm Support

    Answered by Kevin_G on January 07, 2016 at 02:27 PM

    This is quite odd, since I checked the email history for all your email addresses and I can see the email from your test submission was sent to all email addresses.

    Could you try removing the notifications and adding them again ? 

    I mean, make a test sending the email only for one email address, only use an email notification, try doing the same for all your 4 addresses.

    We need to check if the issue is related with sending emails to more than one email address.

    We will wait for your response.

    Thanks.

  • Profile Image

    Answered by LindaMuscatell on January 08, 2016 at 09:54 AM

    Ok..so I did a few tests.  I removed all the notifications and created only one with one email.  I received my test submission.  I added 3 more email addresses to that notification email and only the last 3 emails listed received the test submission that time and I did not (I'm listed first)...

    I have a few other forms and the notification emails seem to be working just fine there.  I am completely confused!  I feel like I am spending so much time testing my form that I can't get my job done.  It seems as though something happened within the last week of December as we were all getting the submissions before then and we had one notification email with all of our email addresses in them.  Was there an upgrade Jotform pushed out towards the end of the year that may have interfered with our form?  My notification in this form (https://form.jotform.com/52574924071962) is working perfectly and I have only one notification email set up with 9 emails.  BTW...that email is called Notification where as the ones inside the Americas Request Form is called Notifier 1.  Not sure if that has anything to do with it.  I await to hear back from you.

    Thanks,

    Linda

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    JotForm Support

    Answered by Kevin_G on January 08, 2016 at 11:59 AM

    Hi,

    We apologize for this inconvenient.

    I cloned your form and I added three email addresses, I made a test and received the submission email only in both of my email accounts, I checked the email log for the email address where I did not receive the email, as I did with your emails, and I can see the email was sent, however, the email is not in my inbox.

    I will escalate this issue to our second level, one of our developers will take a look at the issue, you will be notified about any news about it via this thread.

    Thanks.