Troubles with some submission emails not going through

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    Asked on October 31, 2016 at 08:45 PM


    I've been getting feedback lately from clients using our site that their submission forms are bouncing back, or not going through. This is concerning to me, since it means we're potentially losing out on business. Have other people been reporting issues? Anything you can do to help?

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    Answered on November 01, 2016 at 02:12 AM

    Thank you for contacting us. 

    I checked your New Client Form and I did not encounter any problem.  I cloned your form and tested on my side. I was able to submit the form and received both notification and autoresponder. In addition to that, I sent a test submission on your form and everything was working fine. 

    This is the thank you page after my submission 

    This is the autoresponder e-mail which I received.

    Furthermore, I also checked your mail log  and you have been receiving notification successfully. Could you please provide us some more details about the issue your client have been experiencing. It would be good know that in which browser your client encounter the issue? 

    Waiting for your return. 

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    Answered on November 01, 2016 at 12:44 PM
    I'm not sure what browsers clients are using. Do you recommend a browser
    that works best for the forms? Also, could you try testing using a
    smartphone? A lot of people have been saying the forms don't go through on
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    Answered on November 01, 2016 at 02:47 PM

    I see that your form is embedded with the script embed method. If your users are experiencing the issue with submitting the form, please try replacing the embed codes in your website with the iFrame embed code of your form:

    If on the other hand your users are having troubles seeing your autoresponder emails, please ask them to check the Spam / Bulk / Trash folders of their mailbox - perhaps the emails got filtered as spam. If your autoresponder emails indeed landed into their spam folder, please ask them to mark these emails as not spam.

    Please let us know how it goes.