Not receiving submission/notification emails

Good day,

None of our forms are sending notification emails to our team. How do I fix this? Everything is setup correctly, the emails simply stopped coming through.

Correction, the problem seems to be with one of our email addresses: payroll@wisani.co.za

They don't receive any notifications, but if I add another email then it goes to that email

Hi suvone,

Thanks for reaching out to Jotform Support. The email payroll@wisani.co.za is on the bounce list. That's why you weren't receiving any emails. I've gone ahead and removed it from the bounce list. To prevent your email address from being added to the bounce list, you may do the following:

• Check your Spam folder, look for any Jotform emails, and mark them as not spam.
• Add noreply@jotform.com and noreply@formresponse.com to your email contact list.
• Contact your email provider to add noreply@jotform.com and noreply@formresponse.com to their whitelist and the following IP Addresses:
• 152.160.0.0/16
• 23.251.253.0/26
• 38.153.9.0/24
• 38.152.248.0/24

We also have a guide on How to Prevent Email Bouncing Related Issues that you can check.

Let us know if there's anything else we can help you with.

Thank you soooo much!!

Sorry to bother again, but it seems that responder emails are also not going through. I've tested some of our forms using my personal email as the responder but the emails are not coming through.

Hi suvone,

I checked your email wisanisystems@gmail.com and it is not in the bounce list. Could you share the email that you used to test your autoresponder emails?

I checked this form to see the used email in your test submissions, but noticed that the used email in the notification leave@wisani.co.za is in the bounce list for this reason:

Reason(s) : bounced (host ASPMX.L.GOOGLE.COM[142.251.185.27] said: 550-5.7.1 [152.160.238.89      12] Gmail has detected that this message is 550-5.7.1 likely unsolicited mail. To reduce the amount of spam sent to Gmail, 550-5.7.1 this message has been blocked. For more information, go to 550 5.7.1  https://support.google.com/mail/?p=UnsolicitedMessageError d75a77b69052e-4770d060420si23936401cf.473 - gsmtp (in reply to end of DATA command))

I removed the email from the bounce list and it can receive emails now. You can try Whitelisting Jotform IP Addresses and Domains and adding noreply@jotform.com and noreply@formresponse.com to the contacts lists to prevent being added back to the bounce list. Alternatively, you can set up your own Sender Email via SMTP.

You might also want to check out our guide about How to Prevent Email Bouncing Related Issues for more information.

Once we hear back from you, we'll be able to help you with this.

Thank you for removing

My email thay I used was suvone@wisani.

I'm going to send your message to our IT guys to see if they can help.

Hi suvone,

I checked your email suvone@wisani.co.za and it is in the bounce list for this reason:

Reason(s) : bounced (host ASPMX.L.GOOGLE.COM[192.178.130.26] said: 550-5.7.26 Unauthenticated email from formresponse.com is NOT accepted due to 550-5.7.26 domain's DMARC policy. Please contact the administrator of 550-5.7.26 formresponse.com domain if this was a legitimate mail. To learn 550-5.7.26 about the DMARC initiative, go to 550 5.7.26  https://support.google.com/mail/?p=DmarcRejection af79cd13be357-7c5b9358eeesi766282985a.422 - gsmtp (in reply to end of DATA command))

I removed the email from the bounce list and it can receive emails now. You need to forward this to your IT department also to check it further.

Let us know if you have any other questions.

Good afternoon Mahmoud,

We seem to have the same problem with our emails not coming through.

I managed to add the noreply emails to our contact lists and create a filter to not send emails from noreply to spam.

We use G Suite for all our company emails. So any email ending with @wisani.co.za is a Gmail account. Therefore, we cannot whitelist the IP addresses. Google doesn't have this function. If there is another solution you are aware of that can be used with Google, we can try that.

Will you please check the following email addresses again:

payroll@wisani.co.za

suvone@wisani.co.za

suvone.venter@gmail.com

Hi suvone,

I checked them all, and they are in the bounce list for the same reason:

Reason(s) : bounced (host gmail-smtp-in.l.google.com[142.251.182.26] said: 550-5.7.26 Your email has been blocked because the sender is unauthenticated. 550-5.7.26 Gmail requires all senders to authenticate with either SPF or DKIM. 550-5.7.26  550-5.7.26  Authentication results: 550-5.7.26  DKIM = did not pass 550-5.7.26  SPF [wisani.co.za] with ip: [152.160.239.217] = did not pass 550-5.7.26  550-5.7.26  For instructions on setting up authentication, go to 550 5.7.26  https://support.google.com/mail/answer/81126#authentication 6a1803df08f44-6eec97cc692si103022666d6.375 - gsmtp (in reply to end of DATA command))

I have removed the emails from the bounce list, so they should now be able to receive emails. You may refer to this guide on Adding IP addresses to allowlists in Gmail. Additionally, I recommend consulting your IT department to Whitelist our Domain and IPs.

Alternatively, to prevent email issues, I suggest using your own email as the sender, as mentioned earlier. When using your Gmail account as your email sender via SMTP, Google now asks you to confirm that you enable access for less secure applications. Let me show you how to set it up:

1. Go to Your Google Account Security page. Select the correct account if you have multiple Gmail accounts logged in on the same browser.

2. Click on Recent Security Activity:

3. Check to see if you have the same notification that says Suspicious Attempt to Sign in From a Less Secure App. Click on that.

4. On the next page, you'll see that it's blocked, but you'll be prompted to change your reply. To do that, click on Change Reply.

5. Click on Yes, it was me:

Now, go back to your SMTP settings, and Test it. If this fails, change your password, and that should do it.

Let us know if you need any more help.