- Cheryl ScottAsked 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 email@example.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?
- JotForm SupportdavidAnswered 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 firstname.lastname@example.org, it should be there.
- jferraraAnswered on November 08, 2016 at 10:11 AM
Can you look into the email email@example.com? It is a sub-user on my account. We also are not receiving the password reset email.
- JotForm SupportdavidAnswered 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:
- jferraraAnswered on November 08, 2016 at 04:31 PM