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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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    My reply emails are going to customer spam folders....

    Asked by Patrick4174 on November 16, 2016 at 09:34 AM


    I wrote this as a follow up to other users who seemed to be experiencing this problem but as of yet havent received any reply.

    When a customer submits a form and it comes into my email and I reply to them I found that just recently (for not apparent reason) I stopped hearing back from my potential customers. Several called and when I told them by phone that I had replied to their message they searched and found my reply in their spam folders.

    I read on the forums that my "complicated" subject lines might be causing this problem. I didn't think they were complicated but I simplified them and this issue is still happening. My customers submit requests for service and when I reply they never get it. 

    This is a very expensive problem. Has gmail updated its spam filter or something? How do we fix it?


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    JotForm Support

    Answered by Kevin_G on November 16, 2016 at 11:18 AM

    We had a problem before with emails, but it was with submissions going to the spam folder for Gmail accounts, may be that this is a related issue; however, our back-end team worked to resolve the problem and it could also be resolved by marking emails from JotForm as not spam, this should help to avoid Google to avoid marking JotForm emails as spam. 

    I  have also tested your form, submitted  it and replied to my submission, I received the email in my inbox folder, here's a screenshot: 

    Could you please also try to reply to one of your submissions again and confirm if it is being sent to the spam folder? 

    Please do let us know how it goes.