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    Hi so I had this issue with email addresses being added to the bounce l

    Asked by avigdorla on August 01, 2016 at 02:08 PM

    Hi so I had this issue with email addresses being added to the bounce list as well. I followed the instructions above including adding the domain names to our white list. But my email addresses are still being added to the bounce list. Is there anything else I can do to prevent this from happening?



    This is a re-post of a comment on How to Prevent Email Bouncing Related Issues

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    JotForm Support

    Answered by Nik_C on August 01, 2016 at 03:58 PM

    As you know we always post a reason why your email ended up in our bounce list. It may happen that the reason why your email address is not covered in the guide we provided. If you can please provide the list of reasons you got from us when your email  was in our bounce list and we will try to find more details why this could happen if you have done everything properly.

    We'll wait for your response.

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    Answered by avigdorla on August 02, 2016 at 08:52 AM

    I simply followed the guide, my emails are set to be sent from noreply@jotform.com and I added all the domain names to our white list except for *.smtp-out.amazonses.com because my system would not accept the *. , that's all I did.

    But I cant see that one domain name being the cause. From what I understand, Jotform adds emails to the bounce list  if a sent email requires multiple attempts / there was no response after some time. We have received Jotform emails in the past and we still do once the email addresses are taken off the bounce list. Meaning that we do receive emails and as far as I know we dont block anything, the issue only happens when the email addresses are on the bounce list. 

     

    Just now I had to remove the email addresses form the bounce list as I did yesterday. It is starting to become a daily routine and I dont know why this started to happen all of a sudden. 

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    JotForm Support

    Answered by Boris on August 02, 2016 at 11:12 AM

    We're sorry for the inconveniences with the bouncing emails. I'm afraid that a bounce is something that is coming from the recipient side. In other words, when emails are bouncing, it means that the recipient server refused to accept our emails.

    Bounces are usually divided into "hard bounces" and "soft bounces", and how our system treats them depends on what kind of the bounce is happening.

    Hard bounce is when recipient returns an error saying "this can never be delivered, don't try again". When our system receives a hard bounce, recipient is added to our bounce list instantly. Our system will no longer try to send emails to that recipient, for as long as it remains on our bounce list.

    Soft bounce is when an error appears to be temporary, such as your mailbox being full, or the recipient server temporarily being down. For soft bounces, only upon receiving multiple soft bounces will the recipient be added to our bounce list.

    If your emails are getting on our bounce list every day, it is likely that your server is returning "hard bounces", meaning an error where it is instructing us that the delivery of such emails will not / cannot be completed.

    I have checked your email address against our bounce list, and I see it is currently not in our bounce list. We can only check the bouncing reason (error message we receive from the recipient when it bounces our emails) while the address is still on the bounce list. Next time your address ends up on the bounce list, it would be best to leave it there and contact us so we can check the bouncing reason for you.

    The only thing that can be done from our end, as the senders of your emails, is to make sure your emails are filled in a way least likely to get rejected:

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

    What should be done on the recipient end, is to make sure that our emails are being whitelisted, so that our emails are not getting rejected:

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

    If you have already whitelisted our emails, please also make sure that email notifications are set up in the way described on the above linked guide. And if the issue persists or reappears, please let us know as soon as it happens and we'll be happy to check out the bouncing reason the recipient address is providing.