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    JotForm Form Submission Email Missing Data

    Asked by SixPlus on March 15, 2016 at 05:00 PM


    I have a series of emails set up to be sent out when there is a new submission to one of my forms. The subject line contains the name of the city the user inputs as {city16}. For the previous 2 form submissions, the city tag {city16} in the subject line is missing/blank, whereas, in the body of the email the same tag {city16} is filled out properly. In addition, when I navigate to the submissions portal on JotForm, I see that the city field is filled out properly. 

    Please advise.


    Page URL:

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    Answered by Boris on March 15, 2016 at 05:57 PM

    From the link you have provided, I see it is about form 60263691683158. I have cloned this form into my account for testing, and the {city16} tag in subject line is being correctly replaced in emails coming from the cloned form:

    We have updated our email wizards, and this had likely caused the issue on your form, for which please accept our sincere apologies. Could you please try opening your email notification on the form for editing, and simply re-save it to see if everything starts functioning correctly after that:

    Please let us know if after re-saving email notifications the tags in the subject line start functioning correctly again. Thank you.

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    Answered by SixPlus on March 15, 2016 at 06:46 PM
    My "Emails" portal on Jotform doesn't look like that. It looks like
    this: [image:
    Inline image 1]
    I have re-saved them but it didn't seem to do anything.
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    Answered by Boris on March 15, 2016 at 07:12 PM

    I'm afraid our forum software can't accept attachments, so we couldn't see your attached images. (Images can be added to your post by opening this support thread directly in the browser, and following these instructions.)

    You are likely on our older email interface, which we are currently replacing with the new email wizard that will look similar to how widgets or conditions wizards do.

    I have logged into your account and, while using the new email wizard interface, I've re-saved all 5 email notifications with {city16} tag in their subject lines. I have also made a test submission to see if it worked, and I see that the city is correctly shown in the email you should have received:

    I hope this test email didn't disturb your workflow. If you experience any further issues, please let us know, we are here to help.

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    Answered by SixPlus on March 16, 2016 at 10:46 AM
    Hi Boris,
    I see the test email that you sent came in properly but 2 subsequent form
    submissions have come in after you tested and they are still having the
    same issue. The city is not showing up in the subject line or the body of
    the email.
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    JotForm Developer

    Answered by mert on March 16, 2016 at 11:38 AM

    Hi Emily,

    I tried the same scenario; but I didn't replicate the same issue with you. The "{city16}" shows correctly on the "Notification" email. Please, see it from the below:


    Could you please try it again?

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    Answered by SixPlus on March 16, 2016 at 02:46 PM
    A new submission just came in and the issue persists. The subject of the
    email notification was "New Private Event Lead:"with the city missing.
    Before this lead came in, I deleted all of the email notifications and
    re-created them in JotForm.
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    Answered by Huberson on March 16, 2016 at 04:11 PM


    I have tested with a clone with all the possible values ( same email configuration ) and all emails arrived with the city in the Subject as you can see bellow.

    We need to raise the issue to Level 2 so they can look at it for you. In the meantime I would suggest you make a clone of the form to see if the same happens.

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    Answered by SixPlus on March 16, 2016 at 04:46 PM
    Yes, Please. Despite what you're getting on your end, these emails continue
    to not contain the city in the subject line or the body of the emails.
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    Answered by Huberson on March 16, 2016 at 05:03 PM

    Your issue has been escalated already. Can you please confirm for us if the same problem persist using a clone of the specific form - How-to-clone-an-existing-form-from-your-account.

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    Answered by SixPlus on March 16, 2016 at 05:46 PM
    This will not work because I'm hosting my JotForm on my site (you can see
    it here: https://sixplus.com/concierge) so it would not be seamless to
    switch it with a cloned form.
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    JotForm Support

    Answered by Chriistian on March 16, 2016 at 09:04 PM

    I understand that you prefer to use the original form in your website. In that case we will have to wait for news from our backend team while they investigate the issue with your email notification. We will let you know on this thread once there are any updates. Regards.