What is JotForm?
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.


  • Profile Image

    Forwarded Emails are not Arriving

    Asked by a2034487 on February 05, 2016 at 04:40 AM

    Hi,

     

    since a couple of days we notice that submitted forms that we forward to an email address (via the jotform website) are not arriving but simply disappearing. The email address is fine, other mails arrive without problems, only submitted forms that are forwarded are impacted.

    Could you look into this please ?

     

    Thanks !

    Emails forwarded emails not arriving not arriving
  • Profile Image
    JotForm Support

    Answered by mert on February 05, 2016 at 07:40 AM

    Hi,

    When I checked the email address "formulaires@psychologue-belgique.be", I found lots of failed record in its email log. Please, see it from the below:

     

    Related email address has jumped in bounce list, that's why received emails have failed. Now, I fixed the issue and everything should be fine by now.

     

    In addition, you can use the SMTP method to send your emails with using your server, so you can beat that problem completely.

    To do that, please follow the instructions from How to Setup SMTP for a form page.

     

    If the problem consist, please let us know.

    Thanks.

  • Profile Image

    Answered by a2034487 on February 05, 2016 at 08:29 AM

    Hi Mert,

    Thanks for your reply.

    The issue isn’t really in the automatic forwarding of emails; we’ve indeed set this up for most of our forms and we’ve corrected the issue that you found in the logs.

    The problem we have occurs when we manually go onto the website jotform.com, open a submission, type in an email address and forward it that way. All submissions we receive are being filtered manually and forwarded to the correct teams based on their content. Therefor we need to do it manually.

    I’ve tried it just now and this issue still is there, the forwarded submissions don’t arrive with the various teams.

  • Profile Image
    JotForm Support

    Answered by mert on February 05, 2016 at 09:42 AM

    At that point, you need to be sure that your mail provider is not blocking our messages. To do that operation, you need to communicate with your server administrator. Ask them to whitelist our addresses. Please whitelist following addresses:

    amazonses.com   
    email.amazonses.com
    noreply@jotform.com

     

    Also, you can check the following URL:

    http://www.jotform.com/help/145-Whitelisting-JotMails-IP-Addresses

     

    If the problem consist, please let us know.

    Thanks.