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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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    Problems with email notifications

    Asked by VolvoParts on April 17, 2012 at 12:21 PM

    I have not been receiving email notifications and the people completing my forms have not been receiving their emails either. Any ideas why this may be?

     

    I have also had an issue when forwarding submissions from with JotForm. I keep getting a meesage that said "Oops... You have reached your limit". What is this all about?

     

    The emails involved all end @volvo.com (except when I test and use my private address). I am not sure what is happening but it was fine the other day.

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    JotForm Support

    Answered by Goldo on April 17, 2012 at 02:16 PM

    Please try to set the Sender E-mail to noreply@jotform.com . If it does not help, contact your email provider and let them whitelist the following IP's.

    174.34.57.214
    174.34.57.216
    174.34.57.218
    174.34.57.219
    208.117.50.251

    I have also alerted our Developers about the forwarding limit. I'll get back to you once we got a reply.

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    Answered by VolvoParts on April 17, 2012 at 04:34 PM
    I have tried changing the Sender Email to noreply@jotform.com but it still does not work. Why has this suddenly become an issue? JotForm has always worked in the past. It is such a shame if this continues to be an issue as my company was looking to take out a full subscription.
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    Answered by jeanettebmz on April 17, 2012 at 05:24 PM

    @VolvoParts

    Thank you for taking into consideration our products

    I apologize for the inconveniences regarding to the email issue.

    Please make sure the ip addresses are being whitelisted into your internet provider servers.

    In the meantime I am also sending a message to 2nd level in order to make a further investigation

    Jeanette

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    Chief Technology Officer

    Answered by eee on April 18, 2012 at 03:26 AM

    Hi,

    According to our email logs, your emails are sent to your email address, could you please to check your SPAM box ? 

    In addition to that, I have made 2 test submissions and I got both of them as a auto-responded notification to my email account.

    First Form :

    Second Form : 

     

     

    17-04-2012 17:24:39 21003347594348 Sent email to parts.vcegb@volvo.com - MessageID:00000136c2316531-f4ed104d-d229-4f64-8406-a5fc750837ec-000000/bc5ace56-88d3-11e1-b990-7d8f050a6ec5

     

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    Answered by VolvoParts on April 18, 2012 at 03:51 AM
    Hi,
    I ma really confused now. I have just added a ‘backup notification’ to the Special Price Request form so that it sends an email to a second address. I have made no changes to the formatting of this email so I should have received a standard table with the Jotform logo at the top. But I didn’t. I received the other Notificiation I have set up. This is very strange.
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    JotForm Support

    Answered by liyam on April 18, 2012 at 04:46 AM

    Hello VolvoParts.  I have checked your form 'Special Price Request' and the only thing that I can find is one notification.  While the other one is an auto responder.  Can you check again your form's email alert settings?

    Thanks.

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    Answered by gori-mathew on April 18, 2012 at 05:00 AM

    Hi,

    We apologise for the inconveniences this issue has caused. I have checked your account and have seen you had setup a auto-responder email, please change sender email to nonreply@jotform.com, follow this link for guidelins http://www.jotform.com/help/26-Creating-a-Form-Autoresponder .

    If you need to set up another email for receiving submissions, please use guide below on how to create multiple receipts.http://www.jotform.com/help/39-Send-Form-Emails-to-Multiple-Recipients

    Try removing the the notification and auto-responder emails set on your form and try with some diferent email snd see if it works out.

    Please confirm too if you email server provider has whitelisted our Jotmail ips as stated above by my colleagues.

    Lets know if you are still experiencing this issue.

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    Answered by harrisconstruction on April 18, 2012 at 05:21 AM

    Hi

    We have also had this problem for the last couple of weeks, neither the sender nor us are receiving the forms yet when we log on the submissions are there.

    It's as you say, very unusual as I have been using Jotform for a couple of years with different clients and had no problems.

     

    I will try some of the steps above but am concerned that we never had to do this before so something has obviously changed.

     

    I just sent a test from within the form and it worked yet live submissions are not coming through.

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    JotForm Support

    Answered by Goldo on April 18, 2012 at 03:34 PM

    Try logging in to your webmail (via email provider) and see if Jotform Mails are marked as a Spam. If it is, please add Jotform on the "Safe Senders" list.

    See if that helps.

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    Answered by paramountsecurity on April 18, 2012 at 05:32 PM

    Yes we are having the same problem, and its been ongoing on and off for the last 18 months. NOT Impressed

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    Answered by fxr on April 18, 2012 at 09:02 PM

    @paramountsecurity

    Please open a new thread for your issue, tell us which form(s) the problem is happening on, and we will have closer look into the issue. 

    Thanks.

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    Answered by VolvoParts on April 19, 2012 at 07:23 AM
    My notifications seemed to be working last night (in the end). However, I have just changed the email address the form is submitted to but it wont come through. Anything a problem with it?
    function.partspricing@volvo.com
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    Chief Technology Officer

    Answered by eee on April 19, 2012 at 07:40 AM

    Hi,

    I have made a test submission and I got auto-respond email to my own account, also according to logs, the notification email sent to your address,

    Could you please confirm me about delivery of the email ?

    Regards,

    Ertugrul.

     

    19-04-2012 07:32:52 21004242391338 Sent email to function.partspricing@volvo.com - MessageID:00000136ca605206-ea31f1d1-7a96-41f0-afcf-ae6e06e617cd-000000/655beb2a-8a13-11e1-89f4-5f05a7c41584

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    Answered by VolvoParts on April 19, 2012 at 07:50 AM
    Hi,
    Yes, I have received your submission. I am assuming that this was not via my original form as the unique reference has reset and the submission hasn’t logged under ‘submissions’ on this form.
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    Chief Technology Officer

    Answered by eee on April 19, 2012 at 07:53 AM

    Hi

    I have used your original form, I'm also able to see the test submission in your My Forms page.

    http://www.jotformeu.com/myforms/

    Regards,

    Ertugrul.

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    Answered by VolvoParts on April 19, 2012 at 08:06 AM
    I’m talking about the forms submission page
    http://www.jotformeu.com/submissions/21003347594348
    There is no sign of the submission you have just made.
    [cid:image004.jpg@01CD1E2D.27DD0450]
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    Chief Technology Officer

    Answered by eee on April 19, 2012 at 08:23 AM

    Hi,

    Ah I see that, yes, I didn't use the original form. I have tried the one in account of "function.partspricing@volvo.com".

    http://www.jotformeu.com/form/21004242391338

    I have realized these are different account, I guess you opened it for test.

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    Answered by VolvoParts on April 19, 2012 at 08:29 AM
    Correct. The form I am using is http://form.jotformeu.com/form/21003347594348
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    Chief Technology Officer

    Answered by eee on April 19, 2012 at 08:39 AM

    Hi,

    I have made another test submission with using your original form,

    I have got an auto-response message, and system marked your email has been sent.

    08:36:44 21003347594348 AmazonSES Sent email to function.partspricing@volvo.com - MessageID:00000136ca9acd39-63932bf5-91d5-4b25-9dd7-05172ee6bd63-000000/51c926a1-8a1c-11e1-9439-371420bd8910
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    Answered by VolvoParts on April 19, 2012 at 09:28 AM
    Could you please confirm all IP address that would need to be added to the whitelist? I so far have the following…
    107.20.173.204
    174.34.57.218
    174.34.57.216
    174.34.57.214
    174.34.57.219
    208.117.50.251
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    Chief Technology Officer

    Answered by eee on April 19, 2012 at 09:30 AM

    Hi,

    In addition to that list, you need to add,

    - 188.138.116.138

    - 85.25.117.56

    Regards,

    Ertugrul.