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  • Profile Image

    Emails are not coming through

    Asked by apheus on October 04, 2016 at 11:18 AM

    I am receiving a TON of complaints from ALL of my customers that they are not receiving email from JotForm forms. I've looked at the logs and we are not receiving these messages. Get your shit together real quick...

    Emails not coming through JotForm not receiving email
  • Profile Image
    JotForm Support

    Answered by Boris on October 04, 2016 at 01:27 PM

    I have checked your form email history, and I see that there is a number of failed emails:

    https://www.jotform.com/help/293-How-to-View-All-Your-Form-Email-History

    Upon checking our logs for the emails that are failing, I see that the recipients ended up on our bounce list. When emails are bouncing, it means that the recipient server is refusing to accept our emails. Here are the exact error messages that your servers provided when they started bouncing our emails:

    - cus*********ice@tomahawkattachments.com:

    smtp; 571 5.7.1 Message contains spam or virus or sender is blocked : cloud29_506636e0d9058

    - que******@hoosiervalley.org:

    smtp; 550-5.7.1 Unauthenticated email from aol.com is NOT

    - rob*******cus@apheus.com:

    smtp; 550-5.7.1 Unauthenticated email from yahoo.com is NOT

    (the remained of the last two error messages was truncated, so we cannot see the full error)

    The first email address started bouncing our emails because one of the notification emails matched a blocking rule they are using to filter incoming emails on that server. To make sure this doesn't keep happening, you should ask their IT department or server administrator to whitelist our sending addresses and IPs, and the following guide will help them with what to whitelist:

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

    For the last two email addresses, they started rejecting our emails due to a strict DMARC policy. In 2016, most major email providers started using understandably stricter DMARC policies than before, where an email can no longer claim that it is originating from Yahoo.com for example unless it is actually sent by Yahoo.com (or someone Yahoo.com has allowed to do so).

    Email notifications that could be created with our forms in earlier years allowed to use the email address your user enters on the form as a Sender Address of the email. Due to stricter DMARC policies now, this kind of setup is often rejected / bounced in 2016. Please make sure to go through your older email notifications, and make sure they are set to use one of our default sender addresses instead, such as noreply@jotform.com or noreply@formresponse.com. For more details on the best setup of email notifications in order to reduce risk of being bounced, please take a look at the following guide:

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

    I have removed all three of those recipients from our bounce list, but if they continue to reject our emails, they will only end up back on the bounce list. To help ensure emails wouldn't get bounced, please follow the steps described in both of the above linked guides.

    Thank you.

  • Profile Image

    Answered by apheus on October 04, 2016 at 03:45 PM
    It's still not working... I tested using the HVRM Contact Us Form... the
    from address was already noreply@jotform.com. I changed the reply-to and
    from name to defaults. I added the noreply@jotform.com email address to the
    contact list. The first email went through and now the rest of the emails
    are not going through.
    ...
  • Profile Image
    JotForm Support

    Answered by Kevin_G on October 04, 2016 at 06:46 PM

    The email address used on that form ended up in our bounce list, the result seems to be the same when my colleague checked the email address above, here're the details: 

    que******@hoosiervalley.org is IN Remove the bounce list 

    Reason(s) : smtp; 550-5.7.1 Unauthenticated email from yahoo.com is NOT

    I have removed the email now and emails should be sent. 

    You can also see if an email is in our bounce list by following this guide: How-to-Remove-Your-Email-Address-from-Bounce-List

    Also, I noticed that there is missing information in the email settings: 

    Please do note that some email providers will not accept emails with missing info, they may also end up in the spam or junk folders because of this; however, following the guide provided above about How-to-Prevent-Email-Bouncing-Related-Issues should help you to avoid this.