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 emails when forms submitted

    Asked by emilysternberg on October 06, 2016 at 09:56 AM

    Hi,

    We have set up conditions for our GCDS Reimbursement Form to that approved requests go directly to our controller at jmacri@gcds.net.  For some reason, he has not received approved reimbursement forms since 9/25/16.  Is there an issue with our form?

     

    Thank you,

    Emily Sternberg

    Page URL:
    https://form.jotform.com/53055452167151

    Emails receiving receiving emails not received href mailto thank
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    Answered by Irshad on October 06, 2016 at 11:39 AM

    I have checked your form, but I am not able to see any issue in your form. 

    Please make sure you white-list our Jotmails ip addresses and domains. Or ask your email service provider to do it.

    Also please check the below URL, which explains, how to setup email alerts to prevent email bouncing related issues:

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

    Thanks.

  • Profile Image

    Answered by emilysternberg on October 06, 2016 at 12:53 PM

    Jeff's email address hasn't been blocked by Jotform and many of our colleagues are able to receive emails from jotform (which means our server is letting them through).  So what else could be the issue?

    This has happened to Maria Malafronte as well who should be receiving the info on our payroll form.

    I have gone into each from and deleted the condition that included Maria's and Jeff's email addresses and reentered the condition.  Still they could not receive the test file I sent.

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    Answered by emilysternberg on October 10, 2016 at 01:30 PM

    I've not heard back from you and wondered if you'd seen my prior response.  

    Our IT department shows no recent emails from jotform coming to either Jeff's nor Maria's email addresses.  We have whitelisted your IPs and still see no emails arriving Jeff's and Maria's email boxes.  

    All other email addresses associated with our forms are working just fine.  Can you please check on your end?

    Thank you,

    Emily

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    JotForm Support

    Answered by Kiran on October 10, 2016 at 03:29 PM

    We are sorry for the inconvenience this may have caused. I have checked your JotForm and see that there several conditions set on the form to send the notification. Please be noted that the notification will be sent only if the set conditions are true. I have tried submitting your JotForm and see that the email sent to the respective recipient based on the condition without any issue.

    Since the field 'Approval Required from' is not a required field, initially I have submitted the form without selecting this option and so no email was sent. As mentioned in your earlier response, I am not able to find any emails in the conditions for Maria and Jeff. Could you check the conditions set on the form and provide us with their email addresses so that we can check that for you?

    Thanks!

  • Profile Image

    Answered by emilysternberg on October 10, 2016 at 03:36 PM

    The way our forms are set up, the user selects an approver and the approver gets an email notifying the approver of the request.  The approver then opens the end of the form to find the approval section.  When the approver gives his/her approval to the reimbursement or check request, the form condition sends the information to Jeff at jmacri@gcds.net. When the approver gives his/her approval to the payroll form, the form condition sends the information to Maria at mmalafronte@gcds.net.

    Thank you,

    Emily

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    JotForm Support

    Answered by Kiran on October 10, 2016 at 05:08 PM

    Ok. I understand that the email will be sent after approving the expense by editing the submission. The emails are not being sent after approval since Send on Edit option in the notification is disabled.

    I have enabled this option on your JotForm now and edited my test submission. I see that the email has been sent to jmacri@gcds.net now.

    I am not able to find any condition set to send a notification to mmalafronte@gcds.net. Please check the conditions once again and see if you need to add it. 

    Let us know if you need any further assistance. We will be happy to assist.