What is JotForm?
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.


  • Profile Image

    Why am I receiving empty emails from some submissions?

    Asked by julielesongeur on November 22, 2016 at 04:55 PM

    Hi,

     

    Many clients told me they:

     

    1. Never received the automatic email after they send their form

    2. Or they received an empty email

     

    For example, this client: loisirs_ste_claire@hotmail.com and this client: dpepin@upa.qc.ca

    With this form: https://form.jotform.com/63008514134951

     

    Even my notification is empty (please see the screenshot).

     

    When I send a test with the test system, it works. So I don't understand where is the problem.

     

    PLease, help us, this our biggest time of the year.

     

    Best regards,

     

    Jacinthe Carrier

    5149906967, poste 240

    Page URL:
    https://form.jotform.com/63008514134951

    Screenshot
    empty email email JotForm problem hotmail
  • Profile Image
    JotForm Support

    Answered by Kevin_G on November 22, 2016 at 07:39 PM

    I have just tested your form and I received the email auto-responder with the submitted info, upon checking the email history I can see the emails from my testing submissions the email was sent with content as well. 

    However, I can see also in the email logs some emails that were sent empty even when the submission shows information and the email notification and auto-responder settings show fine, I will forward this thread to our second level so our developers will check the problem with the empty emails and find why this happened and also prevent it to happen again. 

    We will update you regarding this thread as soon as possible. 

    Regarding to the emails not being sent, the email log shows all emails have been sent successfully, but in your form I can see you have some incomplete payments, please do note that where there is an incomplete payment the email notification and auto-responder is not sent, but you can change the settings and receive emails even when the payment has not been completed. 

    Here're some related guides about it that may help you: 

    How-to-view-incomplete-payments

    Paypal-Incomplete-Payments-FAQ

    How-to-Setup-Incomplete-Payment-Notification-E-Mail

    How-to-Enable-IPN-for-Paypal

    This guide will also help you to check the email history on your end: How-to-View-All-Your-Form-Email-History

    If you have any question, please let us know.