- jchickAsked on April 04, 2016 at 04:41 PM
Our form has been working fine for over 2 years until about 2 weeks ago. We are not receiving any submissions. I just did a test and confirmed nothing is coming in to us.
We are on an old payment plan but that doesn't seem to be the issue. On the payment page I see "You are currently on our PREMIUM plan, however our pricing plans have been restructured. The equivalent plan is marked below but you will keep your lower rates for as long as you stay with this plan." We're confused because there is no equivalent plan marked.
- JotForm SupportMikeAnswered on April 04, 2016 at 06:42 PM
Unfortunately, your email address ended up in our bounce list.
We have now removed your email address from the bounce list, so that the email delivery should be restored.
If you need any further assistance on this, please let us know. We will be happy to help.
- jchickAnswered on April 05, 2016 at 11:51 AM
Thanks. How did our email address wind up on your bounce list?
- JotForm SupportBJoannaAnswered on April 05, 2016 at 12:45 PM
There are several reasons why your email address may have been added to the bounce list. It could be due to a non-existent/inactive email address, your mail server being unavailable, your mailbox is full or JotForm is on your blacklist. JotForm will stop sending emails when your email address is in the bounce list. Please note that high bounce rates will put our sending method at risk so we have to process the bounce messages without exceptions.
Also possible reason is that you did not set your email Alerts correctly. Inside of this guide you can find how to setup Email Alerts to prevent email bouncing related issues:
You can also Whitelist JotMails IP Addresses.
Hope this will help. Let us know if you need further assistance.