I'm not receiving emails from form submissions

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    CTec
    Asked on June 03, 2016 at 05:12 AM

    I'm not receiving emails from form submissions. My email address is the main recipient for the submissions. Secondary recipients are receiving the emails however.

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    Welvin
    Answered on June 03, 2016 at 07:39 AM

    Your email address has been placed in our bounce list: Here's the result from our logs:

    Ivan.Kopman@C-Tec.co.uk is IN  the bounce list 

    Reason(s) : smtp; 554 Service not available, no acceptable path found

    I've fixed this already, but to prevent this from happening again in the future, please check the following guide and do our recommendations such as the whitelisting of our sending domains and IP Addresses.

    https://www.jotform.com/help/208-How-to-setup-email-alerts-to-prevent-email-bouncing-related-issues 

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    CTec
    Answered on June 03, 2016 at 07:48 AM

    Thanks Welvin. Whilst I appreciate your help I still thuink there is some other issue. I've not changed my main email address since I first opened this account with Jotform over a year ago.

    A few weeks ago I realised I wasn't getting notification of submissions from a form that is regularly submitted online - although secondary recipients were receiving their email. Without me doing anything I suddenly started receiving the emails again. Once again, however, they have stopped.

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    Welvin
    Answered on June 03, 2016 at 09:40 AM

    A spam filter is the most common reason. All hosting providers have their own method of preventing spam from going through their server(s). There are cases that the form emails are considered as a spam. As mentioned in the given guide, we will try to send the email for a given time frame but if this fails, we will mark the email as old or rejected and we'll place your email to our bounce list.

    To prevent this, we suggest using our default sender email, the noreply@jotform.com. Aside from that, adding us to your safe sender list or contact list will help as well whitelisting our IP Addresses and Sending Domains. 

    I have also checked your account and found out that you are using your own email domain as the sender email. The email address has been added through verification method. There are cases that this method will fail. If that will happen, I would suggest switching to SMTP method: https://www.jotform.com/help/244-How-to-Setup-SMTP-for-a-Form