We have not been receiving all of our confirmation emails

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    Asked on March 09, 2016 at 05:59 PM

    I have been chatting with Ben on the support team via email but he suggested that I move the conversation here. Below is the issue that I'd like to address in this ticket, with my initial question in italics and his response in roman:

    The first issue that we have been experiencing is that our notifier emails are not always sending. Sometimes one of our notifier emails will send but the other won’t for the same form submission. We just recently had this happen with a form (ip – on form 60106846250954) (see attached screenshot of your email activity log for the email that we never received) where the form sent to our sales team but not our account services team. This has been happening to all three of the forms, but it doesn’t happen all of the time. 

    Based on what you have mentioned I believe that the issue is not caused by a bug or a fault of the system, but rather the issue is caused by the limitations. For example since you have a subscription with us there is a limit of 100 emails sent to you per hour. This limit is usually not often matched, but if it happens it is usually the cause why the emails are sent to some email and not to another - without any source or cause of error being noticed.

    The way that can be used to resole this is to have an email on your own server that is being sent the email notifications from the Jotform servers and then having filters on it that would pass the emails to right email addresses (multiple address to be more precise). However as mentioned, this is not something that happens often - that the hourly limit is reached for people on Premium plan.


    Other than that the issue might be caused by any node along the way including starting node (Jotform servers) and end node (your email servers) that dropped the email due to some reason - in which case we would not be able to see the cause of the same.


    I don't believe that this issue is due to the limitations of our account level because we would have an issue with one form submission but then the next form submission email would send just fine. I'm guessing that if we hit our limit, then we would not receive any additional emails for the rest of the hour. Please correct me if I'm wrong.

    I have checked with our technical support to see if we could be experiencing an issue with the end node on our email server and he said that it is highly unlikely. We have added all Jotform emails to our white list so we are not quite sure what is going on. If it was the starting node, would you be able to check to see if the issue is coming from your server?


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    Answered on March 09, 2016 at 11:08 PM

    I checked our mail logs and I can see that all the notifications were sent successfully. You are correct that if we you hit your limit, then you would not receive any additional emails for the rest of the hour. 

    I understand that you have added all the Jotform emails to your white-list. Perhaps you can try adding the following IP addresses to your white-list as well.

    Do let us know if the issue persists.