Stopped getting email notifications

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    EnsembleStudioTheatre
    Asked on July 14, 2016 at 10:48 AM

    We were collecting forms for a project and suddenly email notifications stopped.  I just tried sending a test email and it didn't come through.  The notification address is youngblood@ensemblestudiotheatre.org, and I'm receiving emails from other places.  I've also checked Spam to see if notifications were suddenly being flagged and they're not.

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    Kiran
    Answered on July 14, 2016 at 11:41 AM

    I see that your email address is in our bounce list and so you are not receiving emails to this email address. I have now removed it from the bounce list and you should be receiving emails without any issue.

    We also request you go through the guide below that can help you with troubleshooting email delivery issues.

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

    Please get back to us if the issue still persists. We will be happy to assist you further.

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    EnsembleStudioTheatre
    Answered on July 14, 2016 at 11:59 AM

    Thanks Kiran.  The problem now is we got dozens of submissions that aren't in our email, which is how we communicate with applicants and follow up on submissions.  Is there a way to re-trigger notifications that were bounced?

    This is a real problem - it happened on the last day before our application deadline.  It's a form we've been using successfully for years.  It's frustrating for it to suddenly start bouncing our emails right at our busiest time.

    If we can somehow retroactively trigger those notifications, that would be really essential to our process here.

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    Kiran
    Answered on July 14, 2016 at 12:11 PM

    You may check the email history log right from your JotForm account by following the guide below:

    http://www.jotform.com/help/293-How-to-view-all-your-form-Email-History 

    You may trigger the notifications again by resubmitting the form from the Edit mode in the submissions view.

    However, the subject line of the notification will be added with a text "Edit".

    Hope this information helps!

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    EnsembleStudioTheatre
    Answered on July 14, 2016 at 12:19 PM

    So the only option is to go through and manually re-trigger for each submission?  There are something like 80 affected submissions.  That's a giant pain in the ass for us.

    We pay for this service and literally use JotForm once a year, for this one project, and it failed us on our single busiest day and affected half of our submissions.  Requiring us to now spend hours of our own time fixing the mistake is... frustrating, to put it mildly.

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    david
    Answered on July 14, 2016 at 12:53 PM

    Submissions can also be forwarded, however, it is a similar process to the edit method and would need to be done for each submission.  Unfortunately, we have no control over spam filters but we do need to prevent rejected emails from occurring.  Whitelisting our IP addresses with your email provider will ensure that this does not happen again:

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