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AronaHomeAsked on April 15, 2025 at 4:55 PM
I have one person in my workflow who is not receiving notification emails.
I have looked through activity and confirm that I do not see them in there, nor do they show in my sent emails in gmail that are linked for workflow.
Even when I reset the workflow they are not going out.
Here is the form.
You can see a test form submission by Lauren Talicska. The system sent her the confirmation- but did not send the approval work flow to Jmadsen@aronaco.net
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Rene JotForm SupportReplied on April 15, 2025 at 5:19 PM
Hi AronaHome,
Thanks for reaching out to Jotform Support. I checked the email address in question and found it in the Bounce List. An email might have been added to the said list for a number of reasons. Their mailbox may be full, Jotform may be on their deny list, your mail server may be down, or your email server may have rejected emails because they were thought to be spam. If your email address is on the bounce list, Jotform will stop sending emails. Here is the reason:
Reason(s) : bounced (host d338926a.ess.barracudanetworks.com[209.222.82.253] said: 550 permanent failure for one or more recipients (jmadsen@aronaco.net:blocked) (in reply to end of DATA command))
I've removed it from the said list and should be able to receive emails now. I'd suggest adding noreply@jotform.com and noreply@formresponse.com to your Contact List. Since you're using a custom domain, you can get in touch with your IT to request whitelisting Jotform's IP addresses and domains. This guide will show you how to do that. Also, I'd like to recommend setting up SMTP in your account, to make sure emails can be sent and received smoothly. This can't fully prevent emails from getting in the list, though, since receiving and sending emails depends on how the email domain's server handles it. Let me show you how:
1. On your My Forms page, click on your Avatar/Profile Image on the top-right side of the page.
2. On the window that will pop up, click on Settings just below Admin Console.
3. Click on Add Sender Email button in the Sender Emails section of the page.
4. From the modal shown after, click on Custom, and then click on the Continue button below.5. Fill out the necessary information for your SMTP settings.6. Click on the Send Test Email button to try it out first, or just click on the Save button once done, both located at the bottom part of the modal.Here are the SMTP details that you have to fill out:- SMTP Account Username — Unless your hosting provider specifies a unique username, this should be your email address.
- SMTP Account Password — Enter the password of the given SMTP Account.
- Host Name — The hostname provided by your hosting provider.
- Email Address — Your email address.
- Password —The password for the given email address/username.
- Security Protocol — Select TLS or SSL.
- Port — Enter 587 for TSL or 465 for SSL.
Can you try again and see how it goes? Ask them to check all the active folders in the email account to see if the email is delivered some place else other than their Inbox (e.g., Spam/Junk, Archive, custom folders, etc.). Check for any email filters that may be blocking us from sending emails to you. If email forwarding is set up, this can also cause the issue on happening. Computer firewalls can also do the same, so you might need to check on it, too.
We have a guide on How to Set up SMTP for a Form that you can check out. If you're using Google as your email server, you can check out this guide on How to Use Gmail as Your Email Sender via SMTP.
Give it a try and let us know if you have any other questions.
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AronaHomeReplied on April 15, 2025 at 5:25 PM
Thank you for your speedy reply! I am using gmail for the sender email-- do I still need to set up the SMTP for google mail? I see the link above but it is taking me to a page all in German ;)
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AronaHomeReplied on April 15, 2025 at 5:30 PM
Also- is it possible to check multiple addresses to see if they are on the bounceback list? I have 53 store locations and 9 Regional managers that receive emails from jotform. Some that are not on workflow just get the emails so they don't have "accounts" to log in and check the settings.
I have asked our IT to whitelist all of the addresses you listed above.
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Rene JotForm SupportReplied on April 15, 2025 at 5:40 PM
Hi AronaHome,
It's a good thing you've pointed out the links directing you to the guide in German. I've updated them all to make sure, and they should all be in English now, you can go ahead and check them again. Regarding your question about the SMTP for Google, the idea here is that if your email domain provider is Google, you can follow the steps in the link I shared on setting up SMTP with Google. But if your email domain is handled by a different entity, you can follow the one for setting up custom SMTP, which I shared the steps for. This is also true with Microsoft, that is, if they're your email domain provider. So looking at the steps I shared under step #4, you can choose from the 3 options (i.e., Google, Microsoft, Custom), and proceed from there.
As for your question about checking other emails if they're in the Bounce List or not, unfortunately that is not possible. Do note that you can only check and remove your own email address from the said list, as this can't be done for any other emails. If another email address is affected and the user has their own Jotform account, they can do it from there. But since you mentioned they don't have a Jotform account of their own, what you can do is to send us the list of email addresses you think might be affected by this, so we can check their status and do the necessary steps to fix the issue.
Let us know if you have any other questions.
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AronaHomeReplied on April 15, 2025 at 6:17 PM
Thank you so much! I have my Regional managers that are in the workflow all checking through their settings since I KNOW that they all have accounts. Here are my store addresses that some of them have accounts, but many do not.
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Adrian Besilla JotForm SupportReplied on April 15, 2025 at 7:13 PM
Hi AronaHome,
I checked all the email addresses that you've shared and found that only arona6@aronaco.net is on the Bounce List. Take a look at the reason below:
Reason(s) : bounced (host d338926a.ess.barracudanetworks.com[209.222.82.252] said: 550 permanent failure for one or more recipients (arona6@aronaco.net:blocked) (in reply to end of DATA command))
I've gone ahead and removed it from the bounce list. There should be no issues receiving emails from Jotform now. To avoid these issues in the future, here is a guide on How to Prevent Email Bouncing Related Issues. You can also whitelist our IP addresses to avoid emails being blocked due to any security filter, you can check out this guide about Whitelisting Jotform IP Addresses and Domains.
Let us know if you need any more help.
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AronaHomeReplied on April 16, 2025 at 10:18 AM
you guys are awesome! Thank you!
4. From the modal shown after, click on Custom, and then click on the Continue button below.
5. Fill out the necessary information for your SMTP settings.
6. Click on the Send Test Email button to try it out first, or just click on the Save button once done, both located at the bottom part of the modal.
Here are the SMTP details that you have to fill out:
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