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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.


  • Profile Image

    Notification emails problems?

    Asked by creativeservicesCRF on January 25, 2016 at 08:46 AM

    Hi,

    We are experiencing submission problems:

    Auto respond messages are sending and receiving no problem, but the Notification emails are not coming in to the email specified?

    The form on our account is called name CMRF other forms that are active are coming through no problems at all.

     

    Kind regards

     

    Wing

    Emails problem name all
  • Profile Image
    JotForm Support

    Answered by david on January 25, 2016 at 12:03 PM

    Hi,

    I checked our email logs for the address in your form and the emails were indeed failing to be delivered.  When several failed, your address was placed on our bounce list to prevent further rejected emails. 

    I removed your address from our bounce list and the emails should attempt to send once again.  You may want to change your sender email address to "noreply@jotform.com", in case there is any issue with sending and receiving from the same address on your end.

  • Profile Image

    Answered by creativeservicesCRF on January 26, 2016 at 03:26 AM

    Hi David,

    Thank you - the attempt of email re-send, didn't send so I had to manually forward the submissions (ref id:953 to 957) - what is funny/weird is that after you replied 2 submission had come through to the email I added originally,  I now have changed the sender email address to "noreply@jotform.com" as suggested.

    Question if I added a sender email with verified address why was the verified email address was in your Bounce list?
    Plus the email address used for the sender is the main account email address - wouldn't this cause problems at your end when/if you tried to contact us by that email?

     

    Kind regards

     

    Wing

  • Profile Image
    JotForm Support

    Answered by Kiran on January 26, 2016 at 11:01 AM

    The verification of the email address is done only for sending purposes. The email address can be added to bounce list when the emails sent to this email address are not delivered continuously in any case. Could you try adding this email ID as an SMTP sender email address by following the guide below to see if that helps?

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

    Let us know if the issue still persists. We will be happy to assist you further. Thank you! 

  • Profile Image

    Answered by creativeservicesCRF on January 26, 2016 at 11:36 AM

    Hi Kiran

    Thank you.

    Just for your info:

    What you have suggested was originally done - using jotform.crf@thisiscreativeservices.co.uk.  This form was created over a year and never had any trouble of submission forwarding - only trouble we had is delays of receiving submissions.

    Come yesterday the submission stopped working, hence for my ticket - David replied with suggestion using noreply@jotform.com rather than what I originally setup and as you have suggested.

    So, the question: You and David replied - thank you, but which procedure is problem free in the long term.

    If I set the sender back as it was originally and as you have suggested will we have a problem again or what David suggested?

     

    kind regards

     

    Wing

  • Profile Image
    JotForm Support

    Answered by Kiran on January 26, 2016 at 12:52 PM

    You shouldn't be having any issues using either method. Some users prefer to use the sender email with their personal address rather using JotForm's default email address. We generally recommend using SMTP setup when we observe some rare issues like blocking JotForm domains by the recipient email servers. Since you are having the same domain email addresses as the recipients you can use SMTP setup.

    For more information about setting up email alerts to prevent bouncing related issues, we request you to refer the guide below:

    http://www.jotform.com/help/208-How-to-setup-email-alerts-to-prevent-email-bouncing-related-issues

    Please get back to us if you need any further assistance. We will be happy to help.