There are many possible reasons why notifications might not be going through. Here are some common methods for troubleshooting.
Check the Email Notification’s Recipients
The Email Notification recipient email address is where you want the submissions to go, so make sure there is a recipient. Also, check the recipient email address for any typos. This guide will give you a quick walkthrough: How to Change the Email Address Used for Notification Email?
Check Your Spam or Junk Folder
If it’s there, mark it as Not Spam so that it will not be flagged as spam in the future. If you’re using Gmail, creating filters would help you prevent this from happening again: How to Prevent Emails from Landing in Gmail’s Spam Folder.
Check if Your Email is on the Bounce List
There are several reasons why your email address may have been added to the bounce list. It could be due to a non-existent or inactive email address, your mail server being unavailable, your email server has rejected the emails due to suspected spam, your mailbox is full or Jotform is on your blacklist. Jotform will stop sending emails when your email address is on the bounce list. Please note that high bounce rates will put our sending method at risk so we have to process the bounce messages without exceptions. Check out our guide on How to Remove Your Email Address from the Bounce List.
Add Jotform to Your Whitelist
If the previous suggestions didn’t help, please contact your email service provider and ask them to accept emails coming from Jotform regardless of the IP Address being used. This is to ensure that all legitimate emails coming from Jotform will be recognized and accepted by your email service provider. For more information, check out our guide on Whitelisting Jotform IP Addresses and Domains.
If the above steps do not allow for emails to go through, open a ticket in our Support Forum. Make sure to include the URL of your form and the email address involved. We will debug the problem for you and send you the email server logs. You can then contact your hosting provider with the email tracking ID and ask them to find out what happened with the email.