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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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    Seeing many emails as FAILED

    Asked by 2Chicks on July 14, 2016 at 12:24 PM

    I check the email log and see some emails as sent and more as failed. The email address it working fine and I go get emails to it. I tried to send a test email from Jotform and that one failed as well. Please advise why is that

    Page URL:
    https://form.jotform.com/53108576775162

    Emails seeing many JotForm check email log
  • Profile Image
    JotForm Support

    Answered by liyam on July 14, 2016 at 01:28 PM

    Hello 2Chicks,

    I have checked your logs and I was able to see the list of failed emails. However, I noticed that there were 3 emails that went through. 

    I also did not find your email address in the bounce list. So I assume that this matter has been resolved before I could get into it. So if in case you get to experience email delivery failures again, please do let us know.

    Thanks.

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    Answered by 2Chicks on July 14, 2016 at 09:30 PM

    Hello,

    I just tried 2 test emails and both failed. I am not seeing the emails even hit my side. The MX record points to a spam firewall so I see all emails here first before they even hit the mail server. At this point the email doesnt even hit my firewall

    This is very crucial getting many complaints from irate customers who emailed us and we never got back to them not good. 

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    Answered by 2Chicks on July 14, 2016 at 09:43 PM

    Well I just changed the recipients email on the form. When I check the history on the 2 new emails I added it says SENT but we didnt get those emails either so now it really doesnt make any sense. Any thoughts as the email is working just fine

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    JotForm Support

    Answered by BDAVID on July 14, 2016 at 10:29 PM

    Have you checked your spam folder? The recipient went to bounce list: https://www.jotform.com/help/262-How-to-Remove-Your-Email-Address-from-Bounce-List 

    In addition to this, you may whitelist our domain names, if the issue continues, as we use Amazon SES method for "noreply@jotform.com" sender. Here are our domain names:

     

    - us-sub1.jotservers.com

    - us-sub2.jotservers.com

    - aws-sub1.jotservers.com

    - aws-sub2.jotservers.com

    - us-app2.jotservers.com

    - jotservers.com

    - jotmails.com

    - jotform.com

    - amazonses.com

    - email.amazonses.com

    - *.smtp-out.amazonses.com

    - jotform.co

    - secure.jotform.co

    - s3.amazonaws.com  

    - static-interlogyllc.netdna-ssl.com

     

    Let us know if you need more help.

  • Profile Image

    Answered by 2Chicks on July 15, 2016 at 09:35 AM

    Hello,

    The emails never make it to my email server. You guys keep talking about bounce list but why does it keep going there all the time when the email address is valid and working. I already added a bunch of your domains to my accept list but I NEVER get the emails so it seems to me there is a major issue on your end not mine

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    Answered by 2Chicks on July 15, 2016 at 10:01 AM

    I just checked the 2 email address that I added yesterday and they are not on the bounce list but I am not getting those emails

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    JotForm Support

    Answered by BDAVID on July 15, 2016 at 11:03 AM

    Upon checking your notification configuration, I can see that the sender name is missing in all your forms:

    Please make sure to assign a value in your "Sender Name". You can assign a field from your form where the user enters her name (usually the"Name" field -or similar), or you can leave "JotForm" as its default value.

    Our mail logs shows good delivery:

    I would suggest you add a personal email address as the recipient  just for testing purposes. Let us know what happens.

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    Answered by 2Chicks on July 15, 2016 at 12:09 PM

    Definitely something on your smtp server that doesn't like our domain. I switched the smtp server to one that I use and now I am getting the emails just fine

    I have been sending test submissions like crazy past couple of days any chance of being able to reset the counter a bit since a bunch are just test ones?

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    JotForm Support

    Answered by BDAVID on July 15, 2016 at 12:23 PM

    I have reset a bit your submissions counter considering that you have done many tests. So, right now the counter is 20 used out of 100.

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    Answered by 2Chicks on July 16, 2016 at 06:06 PM

    Thank you!!