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.

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    Email Delays

    Asked by TMGBackOffice on June 22, 2016 at 04:54 PM

    Hi, we are having delays from the time a form is submitted to the time we receive it. Some up to 12 hours delay. Can you please advice or help me out. 

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    Answered by victor on June 22, 2016 at 07:17 PM

    To assist you better, could you please indicate which form(s) you are having this problem with. I just reviewed some of the forms and noticed that you have setup custom SMTP email senders. We would like to verify which form is giving you error.

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    Answered by TMGBackOffice on June 23, 2016 at 10:52 AM




    Seems to be working right now, but we had up to a 12 hour delay on some forms in the past few days. 

    Also, a couple of our agents are saying that the portal times out or crashes. Any reason why only 2 out of 14 agents are having the same problems with the over and over? My guess is low memory and/or low-speed internet. Your thoughts? 

    Thank you for your help!


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    JotForm Support

    Answered by BJoanna on June 23, 2016 at 12:36 PM

    Email Notification should be sent once the form is submitted. I have tested one of the forms you provided and my submission was sent to your email address when I submitted the form. 

    It was probably temporarily issue. I have also found one thread where another user reported same issue yesterday. On that thread my colleage thinks that this issue is related to custom sender email in the form. The email has been added through verification method. Please note that this method is still using Jotform as the sending server, not your own hosting server. It is most likely the email message is being checked by the receiving server for spam contents before delivering it to the recipient's inbox, causing the delay. 

    If you are still experiencing this problem, we suggest switching to noreply@jotform.com and make sure to whitelist our list of IP Addresses and Sending Domains which can be found here: https://www.jotform.com/help/145-Whitelisting-JotMails-IP-Addresses

    If you want to keep your own email, I would recommend adding the sender by SMTP method: https://www.jotform.com/help/244-How-to-Setup-SMTP-for-a-Form.  

    Hope this will help. Let us know if you need further assistance.