Email notifications: Unable to receive email on EU forms when "Attach PDF" is enabled

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    Asked on February 18, 2016 at 04:34 AM


    Recently I have had complaints from users that online forms submitted are not actually being sent to the destination email address for review.  Many are getting lost in transit and we are unable to track these


    Please can this be reviewed ASAP and let me know the issue / resolution.  


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    Answered on February 18, 2016 at 08:46 AM

    I checked our mail logs and your recipient addresses under the form titled "Credit Request Form", however, I did not see any failed emails. You can check your emails status if they were sent or not by following this guide:

    If you are unable to receive notifications, I strongly suggest checking this guide:

    It is possible that the email service provider is blocking our JotMail IP addresses and domain name servers. You can ask your IT team or your provider to block the items mentioned in this guide:

    You can also ask the recipients to check if the notifications were moved in their junk/trash/spam folder.

    If nothing still works. You might need to setup an SMTP account as a sender email. That will send your notifications in your own email provider. Here's a guide on how to setup your SMTP: You need to ask your IT team if you have an SMTP account for your email that will be used as the sender.

    Let us know how it goes.

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    Answered on February 18, 2016 at 09:07 AM

    Thanks Charlie but i'm not sure if this helps though

    Users are completing the form and hitting 'submit' but on occasion the data is not being sent and nothing is populating on the download report.  Could this be a server problem ?

    Its not everytime, its random across all users.

    The rollout is losing credibility so any help you can provide would be greatly appreciated

    Many thanks


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    Answered on February 18, 2016 at 09:30 AM

    With further investigation, it seems like there is a problem on email notifications not being received by target recipients when the "Attach PDF" is enabled.

    I have informed our back-end team regarding the issue. Apologies for the inconvenience. We will update you as soon as this has been resolved. 


    Regarding the download report, could you please clarify. Are you referring to the downloading submissions as an excel/CSV file? 

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    Answered on February 18, 2016 at 10:04 AM

    We also have a number of email notifications that have not been received.

    Out of 7 submissions, only 2 have been received.

    When will this be resolved?

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    Answered on February 18, 2016 at 10:30 AM

    We received news from our back-end team that this is now fixed. Waiting emails in our servers will arrive to you shortly. Thank you for your patience and apologies for the inconvenience. Let us know if you are still experiencing this problem.