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JotForm is a free online form builder which helps you create online forms without writing a single line of code. No sign-up required.

At JotForm, we want to make sure that you’re getting the online form builder help that you need. Our friendly customer support team is available 24/7.

We believe that if one user has a question, there could be more users who may have the same question. This is why many of our support forum threads are public and available to be searched and viewed. If you’d like help immediately, feel free to search for a similar question, or submit your question or concern.


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    Why Some of My Emails' Status are "Failed"?

    Asked by ncdaweb on January 07, 2016 at 01:57 AM

    I noticed that I haven't been receiving emails from some of my forms.  My forms are set up to send email using my account. My SMTP settings have not changed.  I'm not receiving the email.   

    I went into my account settings -> history -> email and I can see the email that was generated. It indicates that the status is failed, but doesn't say why.  It's happening with multiple forms on our account and the problem seemed to have started in December. 

    Please advise. 

    Example email details - https://www.jotform.com/emails/568d618ecabe9bf56d8d0015

    Form used - https://www.jotform.com/form/52796602003956

     

    Page URL:
    https://www.jotform.com/form/52796602003956

    status email how how can i
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    JotForm Support

    Answered by mert on January 07, 2016 at 09:16 AM

    Hi there,

    I checked the related email addresses "office@norcaldemolay.com", "web@norcaldemolay.com" mail logs and didn't find any "Failed" record. If you have already set your custom email service provider (SMTP), this issue could be related with that service. Because, once you have set it, you won't use our default email service provider.

    In this case, I suggest you to check or renew your SMTP settings by using the following guide:

    http://www.jotform.com/help/244-How-to-Setup-SMTP-for-a-Form

     

    If the problem still continuos, you can revert the "Sender Email" setting to our default email service provider (noreply@jotform.com).

     

    Please, try this methods and let us know the results.

    Thanks.

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    Answered by ncdaweb on January 07, 2016 at 02:46 PM

    The SMTP has been set up and has been working for months.  

    I'm attaching two screen captures to this message. The first one is the history for the emails sent in the last month. It shows that they were working and then started failing.

    The next screen is the detail about one of the failed messages. 

    My frustration is that there is no reason provided for the FAILED status.  My email service provider cannot troubleshoot because the messages aren't hitting their system.  

     

  • Profile Image

    Answered by ncdaweb on January 07, 2016 at 02:47 PM

     

  • Profile Image

    Answered by ncdaweb on January 07, 2016 at 02:47 PM

     

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    Answered by pratikmewada on January 07, 2016 at 02:51 PM

    Hey Mert(Jotform Support)!

    I recently purchased your silver plan.
    But, still my account is reflecting "Free" in

    my account and the submission limit is still showing "520"

    Could you please let me know when will my upgrade be added in my account?

     

    Pratik

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    Answered by Carina on January 07, 2016 at 07:43 PM

    @pratikmewada 

    I moved your question to a new thread as we aim at having only one question/user per thread. You can find it here:

    http://www.jotform.com/answers/739270 

    Let us know if we can assist you further.  

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    Answered by ncdaweb on January 11, 2016 at 12:13 AM

    Can anyone please help with my original question?  

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    JotForm Support

    Answered by mert on January 11, 2016 at 04:35 AM

    Hi again,

    I see the failed emails from several forms and all of them have the same SMTP configuration. In this situation, it have to be  something on your custom email service provider, because there is nothing wrong with your email address or your "Notification" settings. So, I suggest you to use our custom email service provider "noreply@jotform.com" or "noresponse@jotform.com".

    To do that, you need to change the "Sender E-mail" as "noreply@jotform.com" or "noresponse@jotform.com".

     

    Please, try this one and let us know the results.

    Thanks.

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    Answered by Jenny  on January 11, 2016 at 12:45 PM

    Hi Mert,

    The SMTP settings are correct and if I change the Recipient email to anything outside of my domain, the emails go through without any issue.  For example, if I change the recipient email to jlascala@gmail.com then I will receive the submission.

    I'm asking for help with the FAILED messages.  Whats the status code?  When the message fails, a SMTP status code should be sent back.  This would help resolve the issue, but the only thing the history shows is a generic "FAILED".  I'm trying to work with my email provider, 

    I do not want to just change the addresses to the default jotform addresses.  The ability to use my own domain to send the emails is a major factor in our decision to pay for jotform and renew it year after year. 

    We just paid our renewal for the entire 2016 year. If this doesn't resolve, I'll be looking for a refund so we can move our services. 

    Jenny

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    JotForm Support

    Answered by david on January 11, 2016 at 02:40 PM

    Unfortunately, we have the same information regarding the email on our end as you do. 

    A good solution would be to use Mandrill SMTP to send emails. You have to create a 3rd party account at Mandrill and get the provided SMTP details. What's good here is that you can manage and see the statistics of the delivery of the email messages. Check this article to learn how to setup Mandrill:

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