How can I prevent our email addresses from getting added to the bounce list?

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    Asked on February 01, 2016 at 03:17 PM

    About once a week, our email addresses get added to the bounce list. Besides working with our IT department to get the JotForm IP addresses added to the whitelist, is there anything else I can do?

    Is there any benefit to using a sender email that we use internal that is from our domain?

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    Answered on February 01, 2016 at 09:27 PM

    If you view our users guide, How to setup email alerts to prevent email bouncing related issues, you will see some tips on what you can do to prevent your email from going into our bounce list.

    If you require addition information, please let us know.

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    Answered on February 02, 2016 at 09:35 AM

    I did everything the guide said to do and it is still happening.

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    Answered on February 02, 2016 at 12:22 PM

    You should inspect the reason that is shown to you when the email is found in the bounce list. If no reason is specified then your email server is not sending any details as to why the email was bounced.

    The reasons can be many, but if the email is in the bounce list it simply means that your server is rejecting the emails (either all, some, or under specific circumstances).

    Since you have mentioned that you have IT department, they can check the email logs that are made around the same time when the email was added to the bounce list to see what the server logs say.

    They could then see the exact issue, where it happens and from that it would be easy to rectify the same.

    To reply to the additional question, if you send the email from the email address associated with your domain (only over SMTP) the chances are that it would work better, but this would again depend on your own server since it would then get our data, process it and then send the email, which it would also be retrieving.

    If you were thinking of sending it over verified sender method, I would not suggest it - it would be much better to use one of our noreply emails.