How can I stop Time Warner from blocking our forms?

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    Alex Carusone 
    Asked on March 21, 2016 at 10:59 AM

    Hello,

    I have recently been having issues with the forms from our website www.deiorios.com being blocked by the Time Warner exchange server. I have white listed the ip addresses from your website and I believe the issue is that the email the form is sending is listed under support@deiorios.com. This email doesn't exist in my exchange server so it is being blocked. If there are any suggestions on how to fix this issue it would be much appreciated.

  • Profile Image
    beril
    Answered on March 21, 2016 at 11:44 AM

    I think you are not receiving notifications via email. When I've checked your notification settings I see that you didn't leave a space between your Recipient E-mail addresses.

     

    We would appreciate it if you could set up your notification as you see below:

    Please, choose noreply@jotform.com for preventing any issue.

    If you have any question or issues, please do not hesitate contacting us. We will be glad to assist you.

  • Profile Image
    Alex Carusone 
    Answered on March 23, 2016 at 12:18 PM

    Hello,

    I had the changes above made and I added all of the ip addresses, mail server list, and the mail server domain list to the Time Warner white list. I currently only receive emails to my Gmail account acarusone77@gmail.com. So I know the forms are indeed working for general email, but not for exchange hosted emails. Can we track what is happening to the forms once they are being sent?

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    beril
    Answered on March 23, 2016 at 12:40 PM

    Thank you for replying back. The other email address that you used while creating notification was in our bounce list.

    For example, your email address which is jtackabury@deiorios.com is in our bounce list as you see below:

     

    I've removed these email addresses from our bounce list.

    You can also remove your email address from bounce list.

    Please, check the guide below for more information:

    http://www.jotform.com/help/262-How-to-remove-your-email-address-from-bounce-list

    In addition to that, to prevent getting you email address back to the amazon suppression list, kindly add the following IP addresses to your mail server's whitelist

    https://www.jotform.com/help/145-Whitelisting-JotMails-IP-Addresses.

    https://www.jotform.com/help/208-How-to-setup-email-alerts-to-prevent-email-bouncing-related-issues.    

    To prevent any issue, I suggest you set up your notification as you see below:

     

    Feel free to contact us anytime. We will be happy to assist you.