Why I'm not receiving submissions to my email?

  • Profile Image
    claimsplc
    Asked on October 13, 2016 at 05:47 AM

    For example I have a form called contact form tonymckenziecom which is in the list. I have not received anything from Jotform since august 2016 in the server logs! Even though nothing has changed.

     

    Looks like this could apply to other forms too and I have many (used as ISP for websites by us).

     

    Could you please check for me.

     

    The form works but we don't see the incoming email at all in the logs

     

    Thanks

  • Profile Image
    claimsplc
    Answered on October 13, 2016 at 06:13 AM

    Can you please provide me with all of the IP addresses you use to send out the forms on... maybe you're being blocked... looks like you use this one now 213.199.154.42 but older stuff was on a series onbe of which was 174.34.48.214

     

    we need to add all your IP's to our server or we will never receive any responses.

     

    PLEASE ADVISE URGENTLY AS WE'RE HAVING MAJOR ISSUES WITH THIS.

  • Profile Image
    Nik_C
    Answered on October 13, 2016 at 08:54 AM

    We're sorry for the inconvenience you have. I checked your email address in our logs and I see that it ended in our Bounce list and the reason is below:

    Reason(s) : smtp; 553 5.1.2 Unknown mail server

    I removed it from the Bounce list so you should receive submissions now. 

    I would advise you to check this guide on how to prevent such issues. Since our IP i dynamically changing we can not give you some static IP's to whitelist. I would also advise you to check this guide: https://www.jotform.com/help/262-How-to-Remove-Your-Email-Address-from-Bounce-List.

    Please let us know if you have further questions.

    Thank you!

  • Profile Image
    claimsplc
    Answered on October 13, 2016 at 12:22 PM

    Thanks for the info... I have it all working again but was surprised it stopped because we didn't change anything... oh well... thanks again.

     

     

  • Profile Image
    Nik_C
    Answered on October 13, 2016 at 01:33 PM

    You're welcome, I'm glad it is working for you now.

    It is actually related to email servers and them rejecting emails sometimes.

    Let us know if we can be of any more assistance.

    Thank you!