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    Email Notification>>Custom Sender: not receiving email notifications or auto responses through this method either.

    Asked by mckbosart on August 04, 2016 at 10:45 PM

    I am not receiving the email notifications or the auto responses. This keeps happening and I usually delete the notification then put it back in and it works again however that is not working. The history says the emails are sent but I am not receiving them...................

    Page URL:
    https://www.jotform.com//?formID=61098229165157

    email notifications responses not receiving email email
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    JotForm Support

    Answered by BDAVID on August 04, 2016 at 11:14 PM

    Seems like you are using  your own sender. Please make sure to white-list our domain names and IP addresses: https://www.jotform.com/help/145-Whitelisting-JotMails-IP-Addresses 

    Let us know if you need more help.

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    Answered by mckbosart on August 04, 2016 at 11:21 PM

    I am using my own server because yours will not quit bouncing. Judging by your response you did not read the issue................the notifications work and then they do not. All the other forms work so one might conclude the issue is not the server.............if i delete the notification and then set it back up it usually starts working again. This time that is not the case, I should expect an issue on your side????

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    JotForm Support

    Answered by jonathan on August 04, 2016 at 11:32 PM

    There must be an issue between your emails and our email server for the issue to persistently occur.

    We apologize for any inconvenience caused. We had already submitted a ticket report to our higher team support base on your other post regarding the same issue.

    From this thread.. 

    https://www.jotform.com/answers/893985-Email-Notification-Recipients-continually-added-to-the-bounce-list

    We will let you know on that thread once we have update on the status and if fixed.

    I am sorry if we could not offer anymore temporary solution/fix that can prevent your email from being bounce listed from time to time.

    As of now, the option available is to reset the notifier or just remove the bounce listed email using the removal tool.

    Thank you.

     

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    Answered by mckbosart on August 04, 2016 at 11:39 PM

    I did not  say anything about a bounce list nor did I refer to the previous issue we were having with the bounce list. Ironic you would say anything about it considering I haven't heard anything from your higher team support. Since we moved to our server the bounce issue has been resolved.

    The issue we are having now is limited to one form https://www.jotform.com//?formID=61098229165157 That would lead me down a path that the issue with Jotform not email servers. ALL of our other form notifications are working properly!!

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    JotForm Support

    Answered by jonathan on August 05, 2016 at 12:09 AM

    I am using my own server because yours will not quit bouncing.

    I apologize for the confusion. I did mentioned the bounce related issue because I thought it was the primary reason of failing emails of the form.

    I checked the sent email logs of your form https://www.jotform.us/form/61098229165157 and I see that the failed emails were related to the email SMTP settings.

     

    I compared 2 test email you did (1 failed and the other sent).

    Failed:

     

    Sent:

     

    since you were using your own email as the sender email, please double check if the SMTP settings are correct and working.

    Base on the 2 email log I have shown above, it used to work before. But for unknown reason they are failing now. The only difference I see on the 2 email record is that the reply have different recipient which should have no bearing unless they are all in bounce list.

    Another option is to reset the Sender Email record for the username 'warehouse'. Try deleting this SMTP record and redo by adding it again on your Sender Email list.

    Let us see if this process makes any diffrence. You can do a test email again after redoing the process.

    Please let us know if still not resolve.

    Thank you.

     

     

     

     

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    Answered by mckbosart on August 05, 2016 at 01:45 PM
    Please expound on how exactly it can be an issue with the SMTP settings. ALL the other forms we have are sending and receiving with NO issues now that we have moved over to our server with the exception of this one. We are using the same sending email with the same SMTP settings for all the forms. This is the third time that this form https://form.jotform.com/mckbosart/material-take-off1 has stopped working in the course of three days. The fix for it has been deleting the notification from the form and then setting it back up with all the SAME information. Sometimes it starts working immediately, last night I tried it several times with no success. This morning I repeated the same procedure and it worked. Why do you think this has anything to do with a server or SMTP settings??????
    .
    Best,
    Chris Waltz
    Power Plus Systems, LLC
    “Your Full Service Electrical Contractor”
    ppselectrical.com
    843-296-0539
    "Optimism means expecting the best, but confidence means knowing how to handle the worst. Never make a move if you are merely optimistic." The Zurich Axioms
    ...
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    JotForm Support

    Answered by david on August 05, 2016 at 02:42 PM

    Since we cannot know exactly what is causing the emails to fail when using your own SMTP, we are working with what are the likely causes of the emails failing.  SMTP settings is the quickest to check and the most likely cause in most cases.

    The most recent emails do look to be sending without issue.  If they start failing again, let us know and we will forward this to our developers to have a closer look.

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    Answered by mckbosart on August 05, 2016 at 05:46 PM
    Well here is your opportunity!! The form has quit notifications again. This is ridiculous.
    Best,
    Chris Waltz
    Power Plus Systems, LLC
    843-296-0539
    "Winner practice until they get it right, Champions practice until they can't get it wrong"
    Sent from my iPhone
    ...
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    JotForm Support

    Answered by jonathan on August 05, 2016 at 06:10 PM

    Can you please tell us which latest submission have failed notification email.

    I checked the sent email logs of your form https://www.jotform.us/form/61098229165157 and so far I see they were successfully sent.

    It will help us look for more details if you can share to us the specific submission of the form that have the failed email.

    We will wait for your updates.

    Thanks.

     

     

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    Answered by mckbosart on August 05, 2016 at 06:46 PM
    I know for sure the ones time stamped 4:11, 4:13, and both stamped 5:08. This is the same thing that happened yesterday. The email shows sent but is never received. Shortly they will show fail and will never be reviewed. I go on line and do the procedure I have already stated and then the cycle starts over.
    Best,
    Chris Waltz
    Power Plus Systems, LLC
    843-296-0539
    "Winner practice until they get it right, Champions practice until they can't get it wrong"
    Sent from my iPhone
    ...
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    JotForm Support

    Answered by BDAVID on August 05, 2016 at 07:11 PM

    Sorry to know that the SMPT method is also failing, there is no much we can do, this is something that needs to be reviewed by our back end team. I will raised this thread to our L2.

    You should be contacted via this thread when there is a resolution.

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    Answered by mckbosart on August 05, 2016 at 10:45 PM
    I knew before I finished typing the your response that you couldn't help me. It's why I shortened the last response and didn't waste a ton of words. I don't believe it has anything to do with the email. Try listening to the words you are reading. ALL THE FORMS WE HAVE WORK WITH THE EXCEPTION OF THIS ONE!!! THEY ALL USE THE SAME SMTP SETTING. I am blown away that a group of software techs working for a software company can't fix the issue let alone understand the issue. NEWS FLASH THIS IS WHY YOU ARE EMPLOYED AND GET PAYED. How about give it another go...........
    Best,
    Chris Waltz
    Power Plus Systems, LLC
    843-296-0539
    "Winner practice until they get it right, Champions practice until they can't get it wrong"
    Sent from my iPhone
    ...
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    JotForm Support

    Answered by liyam on August 06, 2016 at 03:07 AM

    Hello Chris,

    Let's clarify the issue.  The email logs say 'sent' but you are not receiving the emails, is that correct If so, have you checked your spam folder for possibilities of emails landing there?

    If you are using an email client such as Eudora, MS Outlook, Mozilla Thunderbird, etc.

    If the emails are not in the spam folder or any other folders that you have in your email client, please log in to your web mail account and check the spam folders there.  The reason for this is that when email client applications download emails from your mail server, they only download emails that land on the inbox. The rest are disregarded.

    Please keep us posted on the matter.

    Thanks.

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    Answered by mckbosart on August 06, 2016 at 12:45 PM
    OK, lets have another go at clarity……
    I have six forms on your site that we use daily. I receive notifications from all but one. Why do you think this has anything to do with a server, SMTP settings, Outlook or anything other than a glitch with YOUR programing?
    More clarity,
    We use Office 365. Our email client does not download anything it synchronizes what is on the cloud with any device we log in from.
    More clarity,
    I just now deleted the notifications from the form and then set them back up. Now the emails are failing completely. This step usually resolves the issue. This time it is not…………………………………
    Best,
    Chris Waltz
    Power Plus Systems, LLC
    “Your Full Service Electrical Contractor”
    ppselectrical.com
    843-296-0539
    "Optimism means expecting the best, but confidence means knowing how to handle the worst. Never make a move if you are merely optimistic." The Zurich Axioms
    ...
  • Profile Image
    JotForm Support

    Answered by liyam on August 06, 2016 at 02:29 PM

    Thank you for your response, Chris.

    The reason why it cannot be a coding issue is because like what you've said, you are using a number of forms but only one is not working properly. This explains in itself that this is not a coding problem as all your forms are running under the same framework. 

    Thank you also for providing us information that you are using Office365. And my apologies for confusing you. Syncing data means it downloads and tries to mirror what is from the source. So basically, that's what I meant.

    Just a note: Deleting notifications will not fix an issue of your email deliveries as that's not a way how to go around anti-spam filters. It may come as a temporary work around but not a perfect solution. So you do not need to do that. 

    Anti-spam filters have somewhat like a mind of its own, so it's really difficult to discern what may cause emails to be rejected, aside from what we follow for email standards. It may be possible that what the filter recognizes as repetitive in content and structure can be realized by it as spam, for which is why you were receiving emails until for a certain period and then you just stop receiving your alerts. And likewise to why even when you remove and add again an email alert, it won't do good. (note that this is just a possibility and not exactly the cause as we do not have control to your mail hosting account)

    Aside from patterns of email contents, what we can also look into is your email address sender. I noticed your email alerts fail when your SMTP sender and email receiver is just the same email address. A lot of email hosting servers don't like that. Can you try using an email sender using the ppselectrical.com domain that is not used as your email receiver?

    So far I don't see any bounce back replies aside from just the email alerts failing. The best recommendation I could share with you is to contact your mail hosting provider and ask why it's rejecting emails from JotForm. They should know more than we do since they are the receiving end, which means they should have logs of the email deliveries.

    Thanks for your understanding.

     

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    Answered by mckbosart on August 07, 2016 at 10:46 AM
    After hours of making changes to see what worked I have solved the issue. It would seem the word “request” in the subject line was causing the email to be rejected.
    Best,
    Chris Waltz
    Power Plus Systems, LLC
    “Your Full Service Electrical Contractor”
    ppselectrical.com
    843-296-0539
    "Optimism means expecting the best, but confidence means knowing how to handle the worst. Never make a move if you are merely optimistic." The Zurich Axioms
    ...
  • Profile Image
    JotForm Support

    Answered by Welvin on August 07, 2016 at 12:05 PM

    It's great to know that you've figured it out. It seems like you have an active anti spam filter that does the thing on your end. You may also consider adding your own email address to your safe sender or contact list, if you have that option. This should help.