Auto Responder doesnt appear to be working correctly

  • Profile Image
    currency_research
    Asked on January 07, 2016 at 10:49 AM

    Ref: 1452112004

     

     My colleague contacted you yesterday about the auto-responder not working correctly for the form 'Europe CCS Breakout Form 2016'.

     

    This form was cloned from another form (Americas CCS Breakout Form 2015) for which the auto-responder worked perfectly.

     

    I have tried testing several times myself and have had no auto-responder, and my colleague has received an auto-responder that went directly to her spam folder - again, which didn't happen previously.

     

    Please advise.

     

  • Profile Image
    Kevin_G
    Answered on January 07, 2016 at 02:58 PM

    Hi,

    I see you have reported the same issue on this thread : http://www.jotform.com/answers/737773-Auto-Responder-is-not-working 

    One of my colleagues replied to you and seems you have followed the advice, since I tested your form and have entered my email address, I checked the email log and  I can see the email was successfully sent.

    Could you try again please ? 

    Do let us know if it works now, if not, please provide us with the email address with you tested, we will make a test in order to replicate your issue.

    Thanks.

  • Profile Image
    currency_research
    Answered on January 11, 2016 at 04:04 PM

    Thanks Kevin - i didnt actually change anything (that i am aware of!) but the email did send - directly to my junk folder, as it also did for my colleague. I havent changed any mailbox settings, and am a little worried that the mae will happen to all the respondants - it there anyting that can be done from the jotform end to stop the autoresponder being directed straight into junk folder?

     

  • Profile Image
    Kevin_G
    Answered on January 11, 2016 at 05:56 PM

    Hi,

    You could ask to your email provider to whitelist our IP Addresses, you will find them on this link : http://www.jotform.com/help/145-Whitelisting-JotMails-IP-Addresses 

    Also, you may follow this guide, it applies for notifications and autoresponders, in order to prevent bouncing related issues : http://www.jotform.com/help/208-How-to-setup-email-alerts-to-prevent-email-bouncing-related-issues 

    Once you whitelist our IP Addresses, you should receive emails from JotForm in your Inbox folder.

    Do let us know if you need more help.

    Thanks.