Email is not always sent out and form is not working

Our refill request form stopped accepting submissions sometime between yesterday evening and this morning. I built a clone page and re-uploaded to our website to avoid further disruption, but need to understand why this happened since it's the 2nd or 3rd time this has occurred and is disruptive to our business.

We haven't exceeded our submission limit for the month and the form has not accidentally been inactivated (I'm the only one with access to the jotform).

Is there another reason why this might be happening that we can fix to avoid it happening when I'm not available to fix it so quickly on behalf of my team (ie when I'm on vacation, etc)?

Current page: https://www.healthsuite110.com/refill-requests.html

In Jotform the old page is "Prescription Refill Requests" and the new page just adds an asterisk "Prescription Refill Requests*" so I can tell which one is live.

Thanks for your help!

Kylie Vannaman MD

Hi Kylie Vannaman MD,

Thanks for reaching out to Jotform Support. I'm an AI assistant. I'll support you as best I can until one of our support agents steps in.

You mentioned that your refill request form stopped accepting submissions despite not exceeding the submission limit and the form not being inactivated. There are a few other reasons this might happen:

• Form Over Quota: Even if you haven't exceeded the submission limit, other limits such as upload space or payment submissions might cause the form to stop accepting entries. Check your account usage to ensure no other limits are reached.
• Form Suspension: If the form violates Jotform's Terms of Use, it could be suspended, causing it to stop accepting submissions. Review your form's compliance with the terms.
• Unique Submission Settings: If the form is set to allow only one entry per user, users might be blocked from submitting multiple times.
• Network or Server Issues: Temporary network problems or server disconnections can interrupt form submissions.
• Caching Issues: Sometimes an old cache of the form can cause problems. Clearing your form cache might help.

To avoid disruption when you are unavailable, consider these steps:

• Monitor Account Usage: Regularly check your submission and storage limits in your account settings.
• Enable Notifications: Set up email alerts for when limits are approaching or if the form status changes.
• Assign Backup Access: If possible, grant trusted team members access to manage the form during your absence.
• Clear Cache Periodically: Regularly clear the form cache to prevent caching issues.
• Keep Form Short: Minimize form length to reduce the chance of server disconnections due to inactivity.

If you want, I can guide you on how to check these settings or perform any of these actions.

Let us know if you have any other questions.

Hi Kylie,

Thanks for reaching out to Jotform Support. When I checked your account, I found that you have not reached any storage limits and your form is still accessible. Also, the email does not reach the recipient due to factors such as misconfigured settings, spam filters, or server delays. To prevent this from happening again, you can follow the instruction below:

• 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.
• Whitelisting Jotform IP Addresses and Domains.

You can improve email delivery by setting up an SMTP Sender Email in your account settings. Let me show you how:

1. On your Settings page, in the Sender Emails section, click on the Add Sender Email button.

2. In the window that opens, select Google and click on Continue.

3. In the next window that pops up, connect your Google Account.

4. After connecting your account, click on Send Test Email in the Google SMTP Configuration menu to check if it’s set up correctly, then click on Save and that's it.

Now, when setting up your Notification or Autoresponder emails, you'll be able to select your Google account as the sender:

If you change your Google password or permissions for Jotform, this setup will no longer be valid, and you’ll need to click on the Refresh button on your Settings page:

You might also want to check out these guides about How to Use Your Gmail Account as Your Email Sender via SMTP and Setting Up Email Notifications.

Give it a try and let us know if you need any help.