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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.


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    We are not getting emails notifications when a form is submitted

    Asked by vickcopy on February 01, 2016 at 04:57 PM

    STILL NOT GETTING OUR CUSTOMER'S FILES, Can you fix this problem or not. if not, let me know today , so we can close this account with you . we are loosing all our customers everyday.  and send me your customer service phone # and your supervisor, so i can tell him whats going on for long time problem. i sent test file this morning 5 hours ago, still did not get any .

    email email notification
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    Answered by Ben on February 02, 2016 at 06:34 PM

    I would like to first let you know that when someone opens a lot of threads, especially with the same title and the description of the issue, they can easily have their account marked as spammer and not being able to post any further posts.

    Looking into your account to make sure that there are no difficulties because of the same, I notice that you had 4 threads on the same issue.

    At this time only 2 are still existing, this and the original thread where my colleague had given you the needed steps to resolve this.

    This is the link to the current thread:http://www.jotform.com/answers/761913 please do not reply to the same.

    This is the link to the thread with the solution: http://www.jotform.com/answers/760126

    Summary of error:

    Your server is rejecting emails sent from our system and as such we can only catch them and place them into the bounce list so that you can see the cause of the rejection and correct the same. Simply removing the email from the bounce list will make it work (maybe) for some time, but what is needed is to make correction on your side that made the email be rejected from your own servers.

    The cause of rejection is:

    smtp; 550 Sender IP (54.240.10.164) is blacklisted at srnblack.surgate.net

    This means that you need to give that info to your IT team and they should contact your email service provider and srnblack.surgate.net to have the IPs and emails coming from our servers whitelisted, or they would still be rejected.

    You can see more about this here: Whitelisting JotMails IP Addresses

    For any further replies and assistance please reply back on the following thread: http://www.jotform.com/answers/760126

    Thank you.