What is JotForm?
JotForm is a free online form builder which helps you create online forms without writing a single line of code. No sign-up required.

At JotForm, we want to make sure that you’re getting the online form builder help that you need. Our friendly customer support team is available 24/7.

We believe that if one user has a question, there could be more users who may have the same question. This is why many of our support forum threads are public and available to be searched and viewed. If you’d like help immediately, feel free to search for a similar question, or submit your question or concern.


  • Profile Image

    Failed emails due to being rejected as spam

    Asked by thermalright on May 18, 2016 at 08:38 AM

    To Jotform team,

     

    Do not turn this post into PRIVATE!

     

    This is the FOURTH time I contact with you for the same problem!

    We lost mails from customers again! It's totally a disaster!

    So we are now deciding to unsubscribe the plan.

    Furthermore, since the problem poped-up from the beginning of 2016, we lost hundreds of email and the lose of business was countless, so we claim for the minimum compensation that jotform should pay back the subscription payment of $49.95 of 5 months.

    Please reply to this as soon as possible.

     

    Linda

     

     

     

     

    Page URL:
    http://www.thermalright.com/contact_us.html

    failed emails email rejected
  • Profile Image

    Answered by thermalright on May 18, 2016 at 11:23 AM

    To Jotform team,

     

    We just replace the error contact form page to the original page.

    The error page goes here.

     

    please do not ignore the complaint.

    We are still waiting for response.

    Thanks.

     

    Linda

  • Profile Image
    JotForm Support

    Answered by david on May 18, 2016 at 01:18 PM

    Your email addresses are continually rejecting our emails as spam.  When enough are rejected, it results in your address being placed on our bounce list to prevent further rejected emails.  We have no control over whether or not your email provider rejects our emails spam.

    I removed your address from our bounce list and emails should attempt to send once again.  For more information on how to prevent this in the future, please see the following guide:

    https://www.jotform.com/help/208-How-to-Setup-Email-Alerts-to-Prevent-Email-Bouncing-Related-Issues

    I would highly recommend whitelisting our domains and IP's with your email provider to ensue that they do not reject the notifications.

    http://www.jotform.com/help/145-Whitelisting-JotMails-IP-Addresses

    Though we cannot offer you refund for the months you have already used, we can refund your most recent payment and cancel your subscription if you would like.  Please let us know if this is how you would like to proceed and we will take care of it as soon as we can.

  • Profile Image

    Answered by thermalright on May 20, 2016 at 06:14 AM

    Hi David,

     

    I know it's because of the rule and black/white list, but since we use your form for many years, and the problems showed up by this year. And you(jotform) did mention that you made some changes on the back-end. And we did trust you can fix the issue, so I kept telling my boss do not unsubscribe.

    Clearly I was wrong!

    I don't think its unreasonable to require the refund for 5 months. Please take serious consideration on my point.

    And yes, please cancel my subsription.

    Thank you.

     

    Linda

  • Profile Image
    JotForm Support

    Answered by Welvin on May 20, 2016 at 09:14 AM

    We've made some changes, but we've made sure to keep everything working. We won't add your email address to our bounce list if it's accepting the form emails. We don't know if you have already whitelisted us, added our default sender to your contact/safe sender list. But doing so should help you prevent this kind of issue.

    I've gone ahead and canceled your subscription. A refund has been made for the last payment. Expect the refund returned to your card within 4-10 business days. 

  • Profile Image

    Answered by thermalright on May 23, 2016 at 06:23 AM

    Hi Welvin,

     

    I knew you've try to keep everything work just fine.

    But my point is, the problem showed-up AFTER you made those changes and obviously I'm not the only one met this problem.

    Anyway, thank you for the reply and refund and cancel our subscription.

    Wish you could find the root cause of this problem and hope there won't have thhe same problem to others anymore.

     

    Linda

  • Profile Image
    JotForm Support

    Answered by Welvin on May 23, 2016 at 07:50 AM

    You're welcome. 

    There are issues but most of the time, it is related to the hosting provider or to the receiving host that is blocking the emails from Jotform, flagging the emails as a spam. That is why whitelisting our IP and Sending Domains is recommended. 

    Your hosting, as per checking, is Networksolutions.com. Here's their guide for whitelisting: http://www.networksolutions.com/support/report-spam-manage-blacklist-whitelist-in-webmail/. You can try this.