I'm not getting the form emails and I can't access my account anymore

  • Profile Image
    Chris Jenkins 
    Asked on April 04, 2016 at 03:38 AM

    Hi,

    my forms had been working fine since 20/12/2014 but have suddenly stopped working, or at least emailing me the results, so I don't know if they are working or not. The email address works fine otherwise.

    I've tried logging into my account but have forgotten my password, when I try to reset this I don't recieve the email, I don't know if the two are connected.

    Any ideas?

    Cheers,

    Chris.

  • Profile Image
    mert
    Answered on April 04, 2016 at 04:32 AM

    Hi Chris,

    Because the email address "webmaster@solent-fishing-guide.co.uk" has jumped in our bounce list, that's why you haven't received "Reset Instructions". Currently, I released it from bounce list and send you a password reset instructions email. Please, check it from your side and let us know the results.

     

    Regards.

  • Profile Image
    Chris Jenkins
    Answered on April 04, 2016 at 05:13 AM

    Hi Mert,

    'has jumped in our bounce list'..............what does that mean?

    I've reset my password, logged in OK and have forwarded the missed submissions to another email address...............do I need to change the email address to recieve notifications, although my latest test submissions have just arrived OK, if a little slowly?

    Regards,

    Chris

  • Profile Image
    Welvin
    Answered on April 04, 2016 at 05:54 AM

    To know more about the bounce list thing, please check this guide: https://www.jotform.com/help/208-How-to-setup-email-alerts-to-prevent-email-bouncing-related-issues.

    You can remove your own email from the bounce list by following the steps from this guide: http://www.jotform.com/help/262-How-to-remove-your-email-address-from-bounce-list

    You don't need to change your email address for the forms. But we recommend adding us to your server whitelist settings as mentioned the first guide given above. Whitelisting us would ensure that the form emails are delivered right away without the fear of getting added to our bounce list again.