Users are not receiving thank you page or confirmation emails

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    rwarda
    Asked on May 15, 2012 at 01:04 PM

    We have created several forms, but this one is giving us trouble.  Many users are reporting that when they submit their completed form, they just get a blank page instead of the thank you page.  They also do not receive the confirmation email, and we are also not receiving the email notifying us of their submission.  However, if we search for their submission, we are able to find it.  Please let us know why our users are not receiving the thank you page or confirmation emails like they are supposed to.  Thanks.

     

    This is the form:  http://form.jotformpro.com/form/20716030774953

  • Profile Image
    gori-mathew
    Answered on May 15, 2012 at 03:08 PM

    @rwanda;

    We apologize for the inconvenience this issue has caused you. Unfortunately, i didn't manage to reproduce the issue you are facing. I cloned your form and made submission of it and was able to get notification in my gmail account and report on my jotform account.

    Try to whitelist the jotmail IPs shown on this link; http://www.jotform.com/help/145-Whitelisting-JotMails-IP-Addresses . You can request your mail server provider or ISP to add these IPs too.

    You can also try to add noreply@jotform.com in your mail list.

    Lets know if this works out!

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    openstudiospress
    Answered on July 12, 2012 at 12:09 PM

    I am also having this issue myself. I cannot figure out what is going on! I thought it was working at one point but have discovered I was receiving the receipt on the administration account.

    I have three forms in my account

    Main Form - Two Image Main Form - One Image Payment FormPayment Form

    When any are filled out, our admin is receiving the copy, but the users are not (I've tested with three different email addresses from various domains).

    For all three I have Sender Name: "Last Name"
    Sender Email: "noreply@jotform.com"
    Reply-to Email: "Email"

    Thanks,
    Drew

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    jeanettebmz
    Answered on July 12, 2012 at 12:32 PM

    @openstudiospress

    Also, please add Jotmails IP ADDRESSES to your whitelist (or ask your service provider to do it for you)

    I have checked your main email address linked to your jotform account, it was not in our bounce list. If you have another email address configured in a particular form, can you please open a new private thread and paste the addresses there?

    Thanks

    Jeanette

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    openstudiospress
    Answered on July 12, 2012 at 12:34 PM

    I'm sorry, the whitelist on which service provider? Surely I can't ask everyone that fills out the form to add us to their whitelist. As I mentioned, I tried receiving the emails at three different domains and didn't receive them at any of them. Seems unlikely all three are blocking.

    Thanks, and sorry if I am misunderstanding.

    Drew

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    jeanettebmz
    Answered on July 12, 2012 at 12:39 PM

    I am talking about your email provider , if you manage your email addresses in the cpanel by yourself, you should be able to find the section where you can add our IP addresses to cpanel whitelist. Otherwise , ask for your  service provider.

    Please open a private thread and let me know what are those email addresses involved

    Cheers!

     

  • Profile Image
    openstudiospress
    Answered on July 12, 2012 at 12:41 PM

    So, the email provider of the outgoing email address? The admin email?

    I don't know how to open a private thread.

  • Profile Image
    jeanettebmz
    Answered on July 12, 2012 at 12:47 PM

    Just open a new thread and I will set it private for you

  • Profile Image
    openstudiospress
    Answered on July 12, 2012 at 02:19 PM

    For those following, this issue was resolved. I had to create a new Notification and label it as a:

    Autoresponder Email: Send confirmation email to the person who fills your form

    VS
    Notification Email:Receive an email when someone fills your form (which seems to be the default)
    I have both set up so now I receive a copy as does the user.
    Thanks to JotForm!
  • Profile Image
    jeanettebmz
    Answered on July 12, 2012 at 02:45 PM

    In addition to what openstudiospress has stated

    You might want to check this guide

    Understanding-Reply-To-and-Recipient-Settings-on-E-mail-Wizard

    Best regards

    Jeanette