While most submitters do receive the confirmation email, a few submitters stopped getting the confirmation email at some point.

  • Profile Image
    deltanoc
    Asked on March 30, 2016 at 09:42 PM

    Question: What could have caused this? What can I do as an administrator to help them start getting it again? I  have verified that email address is entered properly.

  • Profile Image
    jonathan
    Answered on March 31, 2016 at 02:29 AM

    I checked your form https://www.jotform.com/51663068940156 and I found that it has only 1 Autoresponder Email setup on it.

    The thing with the Autoresponder is, we will not be able to directly checked the Recipient's Email itself for any issue since we do not have connection to them.

    There maybe cases that an email issue can be happening on the user's end and thus it prevents them getting the confirmation email from the form submission.

    I helpful tool in JotForm that will help you track all the sent emails from your JotForm and get some kind of receipt that the email was sent to the user, is the Sent Email History log tool.

    user guide: https://www.jotform.com/help/293-How-to-View-All-Your-Form-Email-History

     

    Try looking for the sent email of the submitters that claim they did not receive the confirmation email in the email history log. Perhaps you will be able to identify why the user did not receive the sent email.

    If you can tell us also the email of those submitters that did not receive the confirmation email, we will check it as well.

    Let us know how we can be of further assistance.