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    I am no longer recieving notification emails

    Asked by Highline on March 30, 2016 at 10:01 AM

    On Monday 28 Mar 16 I stopped receiving email notification of new forms being submitted from my workers. The forms are still being send to our Safety Management Company SafetySync but I do not recieve a notification. Could you please look into this for me and let me know if there is something I need  to do to rectify this.

     

    Thank you

    Jim Ryan

    Safety Coordinator

    Highline Electrical Constructors

    780 504-3759

    safety@highline.ca

    email notification
  • Profile Image
    JotForm Support

    Answered by Welvin on March 30, 2016 at 12:16 PM

    That is because your email address has been added to our list of bounce emails. 

    safety@highline.ca is IN Remove the bounce list 

    Reason(s) : smtp; 553 Your IP [54.240.10.136] is on one or more DNS blacklists. ulc: 9223356036749709366, rcp: 0001. (#5.1.1)

    I've fixed this for you. We have the reasons and our recommendations on how you can fix this in the following guide:

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

    The whitelisting part is important. This would make sure that form emails are always delivered to your inbox and won't be flagged as spam.

  • Profile Image

    Answered by Highline on March 30, 2016 at 03:24 PM

    Interesting. Our IP is not 54.240.10.136... Someone apparently was attempting to spoof this email address.

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    JotForm Support

    Answered by Boris on March 30, 2016 at 05:22 PM

    I'm afraid there has been slight confusion about what the above meant. 54.240.10.136 is not your IP address, it is one of the IP addresses from which our own system is sending emails to you.

    When emails are bouncing, it means that the recipient server is refusing to accept our emails, and the above listed rejection message means that your server is refusing to accept any emails from our system that are coming from IP 54.240.10.136.

    We are using AmazonSES to send our emails, and 54.240.10.136 is one of the IP addresses AmazonSES uses. Please make sure to whitelist that IP address in your system, because if the recipient server continues rejecting our emails, your address will only end up back in the bounce list.

    You can whitelist our email senders by following this guide:

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

    As my colleague said above, whitelisting is very important, because your system is currently set to block emails from one of the IP addresses we use to send emails to you.

    If you need any further clarifications or assistance, please let us know. We are here to help.