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    Why is form not sending to email address specified on form?

    Asked by debi1702 on April 23, 2016 at 01:01 PM

    When I initially set up our Rental Application form, I was having 3 notifiers sent.  The notification was being sent to my email address and to rentalapps@mooremusiccompany.com and a notifier was sent to joshua@mooremusiccompany.com  with a message saying that the full form could be accessed in the rentalapps email account. This worked perfect until this week.  An application was sent in but did not go to the rentalapps email.  I have tried to test it several times with no luck.  I deleted the email in the form and re-entered.  Still no luck.  Can you please advise why this is not working now and what I need to do to correct?  Thanks.

    UPDATE:  I deleted all email notifications.. saved form... re-entered.  Again, sending to mine (which is default) & Joshua's, not to Rentalapp account.  I did go through all settings on rentalapp account, there is no setting that would indicate refusing mail from Jotform.  The last rental app that came through successfully to all emails was April 4th.  Up until today when I have done work on the email notification, no one has been on jotform to make any changes for quite some time.  Again, thank you for any help!

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    JotForm Support

    Answered by Welvin on April 23, 2016 at 02:59 PM

    That is because the email address has been added to our bounce list.


    rentalapps@mooremusiccompany.com is IN Remove the bounce list 

    Reason(s) : smtp;550 5.1.1  - has sent to too many recipients this hour. IB607 


    I've already fixed it to our end. In order to prevent this from happening again in the future, I would suggest the following:

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

    2. Make sure that your form notifiers are properly configured.


    To know more about this problem, please check the following guide.



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    Answered by debi1702 on April 24, 2016 at 01:24 PM

    Thank you for the reply!  I love you guys -- you always respond quickly to issues & your service is so easy to use &, even with our low-tech abilities, it looks great!!!  However, for this problem, Jotform is already set up as "allowed" in the email account.  I reviewed the help/208... page and I already was doing these things.  I am still confused as to why we would have gotten on the bounce list.  This email address is ONLY used for these submissions on JotForm and in the past 4 months, I believe we had less than 60!  During our busier months of August & September, we probably doubled that each month and there was no issue.  Any advice on this would be appreciated so we can avoid this in the future.  Again, thanks!!!

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    JotForm Support

    Answered by Kiran on April 24, 2016 at 02:06 PM

    We thank you for your kind words. Generally, the email addresses are added to our bounce list when the emails are failed to deliver repeatedly. As mentioned in the error message provided by our colleague, the emails were failed due to the limit exceeded by SMTP server. This has resulted in adding the email address in the bounce list again. You may consider using JotForm default email address as the sender email address or check with the SMTP service provider to increase the SMTP hourly limit.

    Hope this information helps! 

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    Answered by debi1702 on April 24, 2016 at 02:46 PM

    Truly, I CANNOT believe how responsive you are!!!  This is AMAZING!!!  It gives me great confidence in your service!!!  Again, thank you!!!

    As for the email, I have a hard time understanding that the limit allowed by the SMTP server was exceeded as there are so few that are sent to the rentalapps email address & sender email already is JotForm!

    Sign me "Confused"!!!!

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    JotForm Support

    Answered by Kiran on April 24, 2016 at 03:06 PM

    As I check the IP address in the error message, it seems that you were using Mandrill for SMTP services. Based on the plan chosen with Mandrill, the sending limit may have exceeded. Since you have now switched to the JotForm email address, you should be fine. The email address may be added to the bounce list again if the email is not delivered repeatedly in any case such as mailbox full, etc cases. You may also remove the email address from the bounce list by following the guide below:


    Hope this information helps! 

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    Answered by debi1702 on April 24, 2016 at 06:55 PM

    Oh, now that is VERY strange!!!  I NEVER used "Mandrill"... I don't even know what that is!!!  Whatever the case, it should work perfectly now.  However, since there is sensitive information sent in these applications and it is supposed to be secure, I am curious as to how "Mandrill" was at all associated with my account.  Would you know how I could find that out?  I always had the JotForm email address as the sending email address (noreply@jotform.com).  Also, thank you very much for the information on how to remove my email from the bounce list. 

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    JotForm Support

    Answered by ashwin_d on April 24, 2016 at 10:52 PM

    Hello debi1702,

    As you have selected "noreply@JotForm.com" as the sender email fo your form's notification email alert, submission emails should work without any problem. 

    I did check your account and did not find any custom sender email added. It is currently not possible to see the history of custom sender emails. Please be noted that sometime we also use Mandrill as a backup email method in case if we have issues with our primary email delivery. So it is not necessary that you were using your own Mandrill account.

    Please monitor your submissions and get back to us if you do not receive submission emails.

    Thank you!