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  • Profile Image

    Not receiving notification emails

    Asked by MNI on February 24, 2016 at 07:35 AM

    Hi, We have a new form, and have multiple submissions but have only received one notification.

    Plus the subject line of the email we receive is usually the name of the form.  The subject line for the one notification was Notification 1

    Can you look and see if there is something wrong?

    Page URL:
    https://form.jotform.com/60473877726165

    Emails notifications
  • Profile Image

    Answered by Ben on February 24, 2016 at 11:40 AM

    Based on the logs, the emails seem to have been sent without any issues and the subject seems to be "Notification 1".

    You can see the logs here: View jotform email history

    I do suggest checking out your spam and trash folders to make sure that the emails are not ending up in there by any chance.

    If this does happen again, do let us know which submission it is for us to look for it and see why it was sent with a different subject.

    Alternatively, you can also remove the current email notification and add a new one in its place, to make sure that there are no issues with the same, but as mentioned, per our logs it all looks good, so the most likely reason why you are not receiving the emails is that something is blocking them on your side.

    The following guides will be of help:

    How to Delete Notifications/Autoresponder

    Setting Up Email Notifications

    Whitelisting JotMails IP Addresses

  • Profile Image

    Answered by MNI on February 24, 2016 at 11:53 AM

    Hi there,

    I probably should have mentioned that we've had multiple sign ups, but only 1 notification.  We haven't received a notification for ANY of the other sign ups.  We've checked our spam filters, and we are receiving emails from our other forms, so spam is not the issue.

  • Profile Image

    Answered by Ben on February 24, 2016 at 01:03 PM

    Yes, I understood it as such - that you got one notification only even though multiple ones were received.

    In regards to the spam filters, please do note that even though other form submission emails are being received into the inbox, it can still lead for some of the emails to get deleted or sent to spam due to the (for example) subject.

    You can however test this quickly by changing your form subject to see if that makes them appear in your inbox.

    If not, then my suggestion would be to contact your email provider or your IT team to check the email server logs and see if there are any emails that get sent from jotform, but do not end up in inbox for some reason.

    They might see if there are any filters or if there are any reasons that anti-span services would react to the email in such way.

  • Profile Image

    Answered by MNI on February 26, 2016 at 02:35 PM

    Hi

    We've checked our spam filters and we've changed the form and we even added & verified a new sender email.  We are still not getting the submissions, to either email address.

     

  • Profile Image

    Answered by Ben on February 26, 2016 at 02:47 PM

    I actually do not recommend using verified sender method, since it is likely to cause issues.

    Instead it is best to use noreply@jotform.com or your own email (but) through the SMTP setup.

    You can see more about this here: How to setup email alerts to prevent email bouncing related issues

    SMTP setup guide can be seen here: How to Setup SMTP for a Form

  • Profile Image

    Answered by Maureen on February 26, 2016 at 03:57 PM

    We used our own  different email.  It wouldn't let us add it until we sent a verification link.  There isn't another way to do that.  I can't use SMTP setup unless I want to get my IT dept involved, and that would take weeks.  I think there is something actually wrong with the form because the form name is not on the email, and we sent a test notification that worked, but the real notifications are not.

     

  • Profile Image

    Answered by Ben on February 26, 2016 at 04:30 PM

    Unfortunately email related issues are something that IT department needs to check and assist resolving since there are many things that could go wrong, usually on the side that receives the emails.

    Now, I would just like to ask if you have tried adding a new email notification Maureen - instead of that one that sends wrong subject?

    You can add it by following the steps here: Setting Up Email Notifications

    Once you do, you can remove the current email which would resolve any issues if they are caused by the same. You can remove it as shown here: How to Delete Notifications/Autoresponder