Verified Email Address: Did not receive notification email and submission not reflected on Google Sheet Integration.

  • TommySugoEasyMeals
    Asked on December 6, 2023 at 4:52 AM

    for the following order received:

    https://www.jotform.com/inbox/73098607466871/5774850062217856880

    I did not receive email notification for it and it did not autopopulate my google sheeet



    WHY?


    This happens periodically. We need to fix it!

  • Silvano JotForm Support
    Replied on December 6, 2023 at 11:29 AM

    Hi Nathan,

    Thank you for contacting Jotform support. It looks like you have been using a verified email address for sending notification and autoresponder emails from your form. Unfortunately, we had to remove this option, which is why you are having problems with your emails. Resolving this problem is easy: you need to remove your verified email address from the account settings and add it again using SMTP

    We also see here that maXXXXXXg.toXXXXugo@gXXXl.com email is not added as verified email address and can confirm on the email logs that a notification email was sent to this email. Can you confirm if you received the notification on this email?

    Lastly, we can push the submission so it should reflect on your Google Sheet Integration.

    Once we hear back from you, we'll be able to help you with this.


  • TommySugoEasyMeals
    Replied on December 6, 2023 at 11:20 PM

    no I did not receive notification to the email maXXXXXXg.toXXXXugo@gXXXl.com

  • Nozomi_K JotForm Support
    Replied on December 7, 2023 at 4:38 AM

    Hi Nathan,

    Thanks for getting back to us. I need a bit more time to check on this. I'll get back to you as soon as possible.

    Thanks for your patience and understanding, we appreciate it.

  • Nozomi_K JotForm Support
    Replied on December 7, 2023 at 4:55 AM

    Hi Nathan,

    Thanks for patiently waiting. I checked the email logs, and it looked like there was another recipient set up for that email, do you know if it is just that email address that is not receiving the notification email or if both are not receiving it? As a workaround, we recommend that you try to send Notification emails using your own SMTP server as suggested by your colleague. Also, you can see the status of the emails sent through your form through the Account History Logs. Let me show you how.

    1.  On your My Forms page, hover your mouse over your Avatar and click Settings.
    2.  In the list that pops up, scroll down and click on History.

    Unable to receive notification email Image 1 Screenshot 20 Screenshot 10 Screenshot 10Is this the only time this has happened? If so, it was most likely a temporary issue. Can you go ahead and try it again and let us know how it goes? If the same thing happens again in the feature, we'll investigate it more to see if we can figure out what's going on.

    Reach out again if you have any other questions.