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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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    Form mail doesn't work on IOS. Android and Windows works fine...

    Asked by deniskimpe on November 10, 2016 at 05:28 PM

    I'm using a purchase form with email sender for orders. Orders come in my inbox if sent by Windows or Android. Recently, IOS clients don't seem to get through to my inbox ? Couple of months ago, the problem didn't exist .... Who can help plz, is rather urgent due to end of year and people order wine for the festivities...

    Thx a lot in advance !

    Page URL:
    http://www.lefko-kokkino.be/bestelformulier.htm

    form mail ios doesn't work and
  • Profile Image
    JotForm Support

    Answered by liyam on November 10, 2016 at 07:29 PM

    Hello deniskimpe,

    When you say your form mail doesn't work on iOS, can you confirm that the form submission was sent properly and landed on the submissions page but did not send an email alert?  If so, can you identify or share with us an information to which submission these are (at least two submissions will do).

    In addition, you may also look into your email history to see if an email has been sent and its status if it was delivered or not. You can check this guide for the steps: https://www.jotform.com/help/293-How-to-View-All-Your-Form-Email-History 

    We'll look forward to your response.

    Thanks.

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    Answered by deniskimpe on November 11, 2016 at 01:32 AM

    Hi, thx for the very quick reply.

    The users indeed get the message "your mail was sent and you'll receive an email from us shortly" after their order of wine. I checked the email status, and the mails from IOS users were sent from jotform but i didn't receive them in my mailbox...

     

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    JotForm Support

    Answered by Chriistian on November 11, 2016 at 01:47 AM

    Thank you for the additional information. I see that the emails were sent correctly, but you did not receive them. It may be possible that the emails were sent to your spambox. Can you please check if that is the case? If the emails are in the spambox, please mark them as NOT SPAM to resolve the issue.

    If the issue still persists, please let us know.
    Regards.

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    Answered by deniskimpe on November 11, 2016 at 01:51 AM

    I haven't got any mails in the spam...

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    JotForm Support

    Answered by owen on November 11, 2016 at 02:21 AM

    Hi Denis,

    I have checked the email logs that are related to your form. I have cross checked the logs through both our system and your account. As far as I see there is a difference between the times. I mean, when I check through our system you seem to receive the emails at the same time with your submissions. 

    However, when I check your email logs through your account there is a 7 hour delay. Can you please confirm this? Do you not receive the emails at all? Or, do you receive them with a delay? In any case, everything seems to be in order on our end except the delay issue. You seem to be receiving the emails eventually.

    We will be waiting for your feedback. 

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    Answered by deniskimpe on November 11, 2016 at 02:31 AM

    Hi Owen, I didn't receive the emails at all. One email is hanging in there since september it seems.

    When I test and send an email via the form, it comes in a minute later (inbox). So there is no delay... strange things :)

    When u say, 7 hour delay, there is an email sent from IOS more than 10 hours ago, but still not in the inbox...

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    JotForm Support

    Answered by Chriistian on November 11, 2016 at 03:15 AM

    Unfortunately I do not have an iOS device to send a submission. Instead I used a iOS emulator to send a submission to your form using iOS. According to the mail logs, my submission was sent successfully. Can you please check on your end if you received the notification email? 

    I also cloned your form and did further tests from there. So far when I send a submission using iOS, I received the notification immediately. I am currently unable to replicate the issue on the cloned form.

    Can you try changing the sender email of the notification to noreply@formresponse.com and check if you are able to receive a submission using that sender email?

    Open notification settings and select Advanced

    Scroll down and set Sender Email to noreply@formresponse.com.

    Alternatively, if you have SMTP credentials you can also use your SMTP to send emails from your email address. Here's our guide on How to Setup SMTP for a Form

    Please let us know how it goes.
    Thank you.

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    Answered by deniskimpe on November 11, 2016 at 03:32 AM

    hi, thx for all the help so far, if every support forum was that kind and quick in responses, it would be a perfect world !

    I do received your email and my colleague sent an email with IOS this morning and it came in the inbox, very very strange that now it seems to work fine ?

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    JotForm Support

    Answered by owen on November 11, 2016 at 03:49 AM

    Hi again Denis,

    First of all, thank you so much for your encouraging words!

    Secondly, about my previous response, I'd like to offer my apologies since my findings about a delay was completely irrelevant. It was a momentary miscalculation on my side. I am sorry for that misleading thought. 

    About the actual issue, I have checked the logs again. I investigated things with a little more attention since I am not focusing on a wrong finding. Yet I have not been able to find anything suspicious again.

    Please let us know if you encounter with anything odd again. Emails seem to be delivered without a problem as of now.

    Do contact us whenever you need assistance. We will be glad if we can be of any help. 

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    Answered by deniskimpe on November 12, 2016 at 01:20 PM

    Hi Owen,  thx for all the help. I'm glad everything is working fine now. I changed the email to SMTP and the test-mail was immediately received in my inbox, so seems to be working...

    Kind regards,

    Denis

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    JotForm Support

    Answered by liyam on November 12, 2016 at 07:41 PM

    Thanks for keeping us posted and confirming that the issue is now resolved, Denis.

    Feel free to let us know if you have other questions or concerns.

    Thanks.