How to Prevent Email Bouncing Related Issues

September 15, 2021

This guide is meant for users and customers who usually report that their email alerts are not coming through or have stopped coming. This usually happens when the messages are rejected by your email service provider.

Our servers will try several times to deliver the messages for a given time-frame, but if the delivery constantly fails, it will mark it as “old”, “rejected” or similar, and it will store your recipient email address in our Bounce List.

To know how to remove your email from our Bounce List, check out this guide: How to Remove your Email Address from our Bounce List

The points below will help you understand and prevent email-related issues.

1. First, navigate to SETTINGS > EMAIL page then open the email alert you want to edit.

2. Go to the RECIPIENTS tab. Make sure the SENDER NAME, REPLY-TO EMAIL and RECIPIENT EMAILS are all filled out.

3. Afterwards, go to the ADVANCED tab and scroll down.

4. Make sure the SENDER EMAIL is properly set. Click the SAVE button once you’re done.

In addition to this, we recommend that you add noreply@jotform.com and noreply@formresponse.com to your CONTACT LIST. If you are using an email address with a custom domain, then it would be best to ask your IT team or your email provider to whitelist Jotform’s IP addresses and domain names. You can find the complete list on this guide: Whitelisting JotMails IP Addresses

If the issue continues or if you do not want our email addresses noreply@jotform.com or noreply@formresponse.com to be set up as the SENDER EMAIL, you can use your own mail servers as the sender. In order you use your own mail server, you will need to setup SMTP. The bounce messages will be processed by your own mail server in this case, so the email addresses will not be added to our bounce list. Here’s a guide with further details about this option: How to Setup SMTP for a Form

IMPORTANT: When testing email notifications, you have to do an actual submission to your form. Clicking the TEST EMAIL button found on the notification wizard will ONLY send emails to the email address that is associated with your Jotform account (the Primary email address). Simply open your form in “live mode” (click on “Preview”), fill out the form and submit a test entry in order to see if the notifications are being sent correctly. You should get the notification on the specified email address.

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