Autoresponder seems not working

  • Profile Image
    mtakeyama
    Asked on April 07, 2016 at 10:14 PM

    Hi,

     

    I several times tested my forms since the day before yesterday.

    On the day before yesterday, the autoresponder email function worked.  I changed the sender setting from "JotForm" to my company name, then it did not work. (does not send email to the address which was entered in the email field).

    I reverted to "JotForm" from my company name for test, but it didn't work either.

    How I can recover the autoresponder function to make it work again?

     

    Thanks for your support.

    Masaru

  • Profile Image
    Chriistian
    Answered on April 08, 2016 at 02:22 AM

    I tested your form and sent a submission to test the autoresponder. I can confirm that I am not receiving any autoresponder email from your form after I made the submission.

    I also cloned your form (Link to Cloned Form) and made more tests in the clone, but I was still unable to receive the autoresponder email. However, when I removed the encryption in the cloned form, I was able to receive the autoresponder successfully.

    To resolve the issue, I would suggest removing the encryption on your form.

    If you need further assistance, please let us know.
    Regards.

  • Profile Image
    mtakeyama
    Answered on April 08, 2016 at 02:26 AM

    Thanks for your investigation.

    Is this software operation a bug, or your design spec?

    I want to implement the encryption for data submission to give the customer some sense of security in their submitted data.  Please tell me your plan to fix the bug or change the design spec.

     

    Thanks,

  • Profile Image
    Chriistian
    Answered on April 08, 2016 at 03:44 AM

    I would like to inform you that this is how the encrypted forms are implemented. When a form is submitted, it is automatically encrypted. Autoresponder won't work for encrypted forms because only you have the key for the submission data, and as such there is no way for the form submitters to decrypt it.

    It is not possible to change this since adding an autoresponder on encrypted forms would be contrary to the Encryption feature, where only the person with the key should be able to see the submitted data.

    Please check this guide for more information about the encryption feature: What Are Encrypted Forms and How to Use Them as Expert

    If you want to inform the customers that their data is secure, you can choose to add a security seal in your form. Since all the forms are secure by default, then you can simply enable the security seal by following this guide: Enabling Security Certificate Seal on Secure Forms

    Do let us know if you need further assistance.
    Regards.

     

  • Profile Image
    mtakeyama
    Answered on April 08, 2016 at 03:55 AM

    Understood.  Thanks for the explanation.

    I will try implementing another security features as you suggest.

    Thanks.

     

  • Profile Image
    Chriistian
    Answered on April 08, 2016 at 04:02 AM

    You are most welcome. If you have any other concerns, feel free to contact us again. Cheers.