Custom SMTP not sending email

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    Asked on February 25, 2016 at 03:04 PM


    I've setup a custom SMTP email server.  I received the Test email from the SMTP wizard.  Then when I got to use it, the email's don't send.

    I have setup a test form to use the Custom SMTP email server but I do not receive any mail.

    I'm not sure how to troubleshoot this.  I have whitelisted all the jotform IP addresses.

    Any help in troubleshooting this will be greatly appreciated.

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    Answered on February 25, 2016 at 04:11 PM

    It looks like there is something to be checked with SMTP settings like password/port number, etc. The test emails from the email setup wizard are sent using JotForm default email address and hence you have received it without any issue. Please verify the settings of the SMTP account from your account settings page > Sender Emails.

    Please get back to us if the issue still persists. We will be happy to assist you further. 

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    Answered on February 25, 2016 at 06:41 PM

    Thanks - is there any way to troubleshoot/log/diagnose what going on.  I'm looking at my firewall and there are IP addresses - not on the whitelist - that are trying to talk on port 25.  When I do a reverse lookup they are Jotform IP addresses (e.g: - once I whitelisted this - the smtp wizard worked.  I have now got the following email from jotform - see below


    Dear Hardyc,

    There was an error on your SMTP configuration. Due to that error, our system automatically changed your email sender's address for your form ID 60555405634858 to to prevent issues arising from your account.

    Please log in to your JotForm account ( to correct your SMTP configuration.

    If you have questions, please post your questions to or send an email to

    All the best,


    JotForm Support

    P.S. This is an auto-generated email, please do not reply here


    But what was the error?

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    Answered on February 25, 2016 at 09:01 PM

    You received that email because your SMTP settings are not correct or your email domain servers won't accept the Jotform configuration.

    If you encounter the issue again please do check your SMTP setup - which you can do over Account -> Settings page:

    Once you check that you are able to connect to your SMTP server again and that it is working you will need to go back into the form mentioned in the email and set the email sender to be the SMTP account again.