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    Autoresponder appears not to work without notice if form is Encrypted.

    Asked by runtoexile on July 26, 2016 at 03:13 PM

    Registration goes through successfully, but a confirmation email is not received. 

    Form: https://secure.jotformpro.com/jsform/52152507792961

    Page URL:
    chasingtailrun.com/registration

    Emails jsform secure. email not received
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    JotForm Support

    Answered by KadeJM on July 26, 2016 at 03:55 PM

    If I understand you correctly you are experiencing issues with not receiving the confirmation from your form after it is filled and submitted.

    According to your account email history we are sending emails normally to you.

    I would suggest checking your spam folder to see if it ended up there.

    Also, please refer to the following guides for additional help:

    https://www.jotform.com/help/364-Why-I-am-not-receiving-email-notifications 

    https://www.jotform.com/help/208-How-to-Prevent-Email-Bouncing-Related-Issues 

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    Answered by runtoexile on July 26, 2016 at 04:13 PM

    The issue isn't that I am not receiving emails, it's that the participants that submit a form do not receive their emails as confirmation of their submission. I can forward it to them manually through the submission list, but obviously, I'd like this to happen automatically. The test email goes through just fine, but when someone actually completes the form, nothing is sent. 

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    JotForm Support

    Answered by KadeJM on July 26, 2016 at 04:35 PM

    Thank you for the additional details about this issue and I am currently looking into it more to figure out what is going on here for you. I'll update you again as soon as I can.

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    Answered by nccafa on July 26, 2016 at 04:53 PM

    I am having a similar problem. I have several submissions today that are in your logs but I never received confirmation emails telling m ethat the people sucessfully submitted the form. I checked my spam folder and nothing is there either. I am a paying member and have not come close to the limit.

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    JotForm Support

    Answered by KadeJM on July 26, 2016 at 05:04 PM

    The good news is I found the problem and thank you for reporting this to us.

    The bad news is it is happening because your form is "encrypted".

    I am under the impression that this was intentionally done by our developers since doing otherwise would technically pivot your encrypted form out of that secured level of protection.

    But even so, what's worse in my own opinion on your behalf is that's not very intuitive since like you said it appears to not arrive so there should've been some sort of notice or warning about this when you added the form encryption to your form and that's a big problem right there which isn't good so we need to fix that.

    If you wish to check this on your end just disable the form encryption and fill it in then submit it you should notice that the autoresponder with your confirmation email should arrive as expected but, then reverse and reapply it and it won't work again.

    I'm sending a bug report about this to our developers so that we can get this fixed to correct it to provide users proper notification or warning about when this happens so that it doesn't mislead or cause you to think the email isn't working.

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    Answered by nccafa on July 26, 2016 at 05:45 PM
    I have had no problem at all until this afternoon. Emails were coming in daily for over a month
    On Tuesday, July 26, 2016 5:04 PM, JotForm wrote:

    New response received A new response has been received: Answered by KadeJM The good news is I found the problem and thank you for reporting this to us.The bad news is it is happening because your form is "encrypted".I am under the impression that this was intentionally done by our developers since doing otherwise would technically pivot your encrypted form out of that secured level of protection.But even so, what's worse in my own opinion on your behalf is that's not very intuitive since like you said it appears to not arrive so there should've been some sort of notice or warning about this when you added the form encryption to your form.If you wish to check this on your end just disable the form encryption and fill it in then submit it you should notice that the autoresponder with your confirmation email should arrive as expected but, then reverse and reapply it and it won't work again.I'm sending a bug report about this to our developers so that we can get this fixed to correct it to provide users proper notification or warning about when this happens so that it doesn't mislead or cause you to think the email isn't working. View this thread on browser » Unsubscribe Thread 1469567080

    ...
  • Profile Image

    Answered by nccafa on July 26, 2016 at 05:45 PM
    how do i turn off encryption
    On Tuesday, July 26, 2016 5:04 PM, JotForm wrote:

    New response received A new response has been received: Answered by KadeJM The good news is I found the problem and thank you for reporting this to us.The bad news is it is happening because your form is "encrypted".I am under the impression that this was intentionally done by our developers since doing otherwise would technically pivot your encrypted form out of that secured level of protection.But even so, what's worse in my own opinion on your behalf is that's not very intuitive since like you said it appears to not arrive so there should've been some sort of notice or warning about this when you added the form encryption to your form.If you wish to check this on your end just disable the form encryption and fill it in then submit it you should notice that the autoresponder with your confirmation email should arrive as expected but, then reverse and reapply it and it won't work again.I'm sending a bug report about this to our developers so that we can get this fixed to correct it to provide users proper notification or warning about when this happens so that it doesn't mislead or cause you to think the email isn't working. View this thread on browser » Unsubscribe Thread 1469567080

    ...
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    JotForm Support

    Answered by Chriistian on July 27, 2016 at 01:11 AM

    Hello @nccafa. To turn off the encryption, simply go to your Form Preferences > Select Advanced > then set the "Encrypt Form Data" to No.

    You can also check out this article for more information on encrypted forms: Encrypted Forms and How to Use Them. Regards.

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    Answered by ClaesCummings on September 02, 2016 at 03:37 PM

    This is very inconvenient as all my forms are encrypted because they contain sensitive information. Turning off encryption is just not an option as I cannot risk my client's information. I don't see why it's an issue for the people who submitted their information to receive a confirmation email on encrypted forms, as they have to supply the email it's being sent to in the first place, once the email is sent it's their responsibility to keep it secure, not our's or jotform's. 

    May I suggest either getting rid of this major inconvenience or add the option to send simple confirmation emails that don't include any of the form's information.

    Hope this gets fixed soon.

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    JotForm Support

    Answered by KadeJM on September 02, 2016 at 04:47 PM

    @ClaesCummings

    Your thread appears to be unrelated to the original thread owners and I have moved it to this new thread over here https://www.jotform.com/answers/923465 .