What is JotForm?
JotForm is a free online form builder which helps you create online forms without writing a single line of code. No sign-up required.

At JotForm, we want to make sure that you’re getting the online form builder help that you need. Our friendly customer support team is available 24/7.

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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    Not receiving password reset email

    Asked by Cheryl Scott  on August 15, 2016 at 10:53 AM

    I have submitted 4 password reset requests this morning and have not received any reset emails. 

    I asked my email administrator to look at the log and he says we are not receiving anything from noreply@jotform.com

    We also looked at your https://www.jotform.com/help/145-Whitelisting-JotMails-IP-Addresses page to check those IP addresses.  Nothing is coming in from any of them. 

    I really need to access my account.  Is there another option for resetting your password? 

    email reset email receiving password reset email
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    JotForm Support

    Answered by david on August 15, 2016 at 12:00 PM

    I checked our email logs and indeed, the password reset emails have been failing.  It looks like your address had been rejecting previous emails as spam.  When enough were rejected, it resulted in your address being placed on our bounce list to prevent further rejected emails.  This also prevented the password reset emails.

    I removed your address from the list and sent the reset email once again.  It looks to have gone through this time.  Check your inbox for cheryl@aceware.com, it should be there.

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    Answered by jferrara on November 08, 2016 at 10:11 AM

    David,

    Can you look into the email somshelm@utk.edu?  It is a sub-user on my account.  We also are not receiving the password reset email.

    Julie

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    JotForm Support

    Answered by david on November 08, 2016 at 11:24 AM

    Same issue with that address.  Removed it from our bounce list and the reset email went through.  Have them check their inbox, it should be there.

    If you suspect further addresses are on the list, they can be removed from your end:

    https://www.jotform.com/help/262-How-to-Remove-Your-Email-Address-from-Bounce-List

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    Answered by jferrara on November 08, 2016 at 04:31 PM

    Thank you!!!