Email notifications: Unable to receive email when using custom sender (setup using verification code)

  • Profile Image
    mdc011
    Asked on February 18, 2016 at 08:28 AM

    Hi,  I've been through all your posts on setting up email notifications, checking spam, adding to whitelist etc, but nothing works.

    I get emails during Test, I get email from Preview.

    If I enter my own email address in the live form I get the automated response I set up.

     

    What I don't get is a notification from a live form.

    I had checked the Bounce list and cleared that, and added the whitelist domains, and I no longer appear on the whitelist, still the notification doesn't get through.

     

    Are you able to check which emails are getting sent ?

    Was also a bit surprised to see that you count all these test's against the quota - can this be reset ?

     

    Thanks

    David.

  • Profile Image
    Charlie
    Answered on February 18, 2016 at 09:59 AM

    It seems like there is a problem on email notifications not being received by target recipients when you used a custom sender email that was setup using a verification code, this seems to affect users that are in the EU region. Could you try using our default sender email, noreply@jotform.com. And see if you are able to receive the notification. Make sure to fill out the form and click the submit button when testing notifications.

    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. 

  • Profile Image
    mdc011
    Answered on February 18, 2016 at 10:09 AM

    Thanks, that works now - even though I had it originally set it like this before trying the custom sender email.

     

     

  • Profile Image
    Charlie
    Answered on February 18, 2016 at 10:32 AM

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