Why am I receiving empty emails from some submissions?

  • Profile Image
    Asked on November 22, 2016 at 04:55 PM



    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

  • Profile Image
    Answered 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: 





    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. 

  • Profile Image
    Answered on December 27, 2016 at 06:13 AM

    Hi Jacinthe,

    I sent a test submission to your form and checked both notification and autoresponder emails from your account's email history. 

    Your issue has been resolved. You are not receiving blank notification emails anymore.

    Please check your emails from your side and if you encounter any problem about this issue again, kindly let us know.

    Thank you.