- JotForm SupportKevin_GAnswered on June 14, 2016 at 03:01 PM
You were not receiving emails because your email address was in our bounce list, this is the reason why it was there:
Reason(s) : smtp; 554 walimpinc11 bizsmtp Connection refused
I have removed it, tested your form and I can see the email was successfully sent:
Please follow this guide in order to set your email notifications to avoid bouncing: How-to-Setup-Email-Alerts-to-Prevent-Email-Bouncing-Related-Issues
This guide will help you to check and remove an email address from our bounce list: How-to-Remove-Your-Email-Address-from-Bounce-List
If the issue is still there you will need to ask your email provider to white-list our IP address, but do note that this will work only if you are using our default sender email address, here is the link with our info to white-list: Whitelisting-JotMails-IP-Addresses
Hope this helps.
- corrine1968Answered on June 14, 2016 at 03:07 PM
It's weird because everything on all fronts was working just fine up until the issues around the time of the lost data. That is when everything changed..
This will work now for all forms?
- JotForm SupportKevin_GAnswered on June 14, 2016 at 05:27 PM
This happens sometimes when your email provider rejects some emails, this could be due to some missing data like the reply-to email address or due to our IP addresses, this is why we suggest you white-list our IP addresses.
If you are using the same email address in all your forms then this is fixed in all of them, but if you are not getting emails from some forms and the email recipient is different then would be good to check if it is in our ounce list and remove it.
You may also check if an email is in our bounce list by following the guide given above, if you do not find the email in the bounce list and you are not receiving emails, then try using STMP on your form and if after doing this emails are not being sent, then we will need to let our second level support know about this so our developers will check and fix the issue.
- JotForm SupportKevin_GAnswered on June 14, 2016 at 05:28 PM
If there are more emails that you're using as recipient and you're not receiving emails on them, please share those email addresses with us so we can check if they are in our bounce list, if possible, please share us the link to the forms too.
- corrine1968Answered on June 16, 2016 at 08:23 AM
Starting not receiving them again today, all was working well yesterday. Can't figure out what keeps happening can you please check again?... thank you..
- JotForm SupportKiranAnswered on June 16, 2016 at 10:04 AM
It looks like your email service is blocking the IP addresses of the email notification being sent. I see that the email address is added to our bounce list again. I have now removed it again from the bounce list again.
Please ask your email service provider to whitelist the IP address/email addresses provided in the guide below:
You may also consider setting up SMTP email address so that the emails shall be sent using your email address. The following guide can be helpful in setting up SMTP in your JotForm account.
Hope this information helps! If you need any further assistance, please let us know. We will be happy to help.