Two of Our Forms are not Sending Notification Emails

Hello,

As of August 23 no email notifications have been sent to notify us when the form has been filled out. Also, we believe that if a person fills out the form they wouldn't get a receipt that the form has been filled out as we have it set up in the form.

We tested the email ourselves in two ways; filling each form out and then sending a test via the system. In the first trial, filling out the form, the form successfully went to jotform but did not send emails to any email addresses (ours and/or the recipient). In the second trial when you send a test email via the settings of the form, a response was sent to our email address associated with the form.

The strange thing is, when a form is submitted, it's is going right into our calendar (as we have it scheduled to do) but we're not receiving an emails and noticed neither are the clients.

Can you please provide guidance as to why this is happening. These notifications are very important to our business and we rely on them.

Thanks!

Drita

Hi Ride,

Thanks for reaching out to Jotform Support. I'm an AI assistant. I'll do my best to help you until someone from the support team is available.

It seems your form submissions are reaching your calendar but email notifications are not being sent to you or your clients. Here’s how to troubleshoot this:

1. Check the email recipients: Make sure the notification emails are set to the correct recipient addresses in your form’s Settings > Emails section.
2. Check spam or junk folders: Sometimes notification emails may land there. Mark them as not spam if found.
3. Verify your email is not on the bounce list: Go to your Account Settings and ensure your email is not blocked from receiving notifications.
4. Add Jotform to your email whitelist: This helps improve email deliverability.
5. Test with actual form submissions: Sending a test email from the settings sends only to your account email. Submit the form live to test other recipients.

If the issue continues, consider setting up SMTP to send emails through your own server.

Give it a try and let us know how it goes.

Best regards,
Jotform Support

Hi Drita,

To help you better with this, can you share to us the form URLs you're referring to so we can check on them? You can easily find your form's URL in Form Builder. Let me show you how:

1. In Form Builder, in the orange navigation bar at the top of the page, click on Publish.
2. In the Quick Share tab, click on Copy Link in the Share With Link section.

I checked this email address: ridefloridaincorporated@gmail.com, and saw it's not in the bounce list. I also reviewed our email logs but I couldn't find any unsent emails from your end. To help improve the deliverability of your emails, you can set up a custom SMTP to use your email sender as provider. Let me walk you through it:

1. Go to the Settings page while logged in to your Jotform account and click on Add Sender Email in the Sender Emails section.

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

3. Enter your email provider's details, click on Send Test Email to check if it’s set up correctly, and then click on Save.

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. Try also to add noreply@jotform.com and noreply@formresponse.com to your contact list

Keep us updated and let us know if you need any more help.

We are also seeing failed email notifications. Three users in the space of a couple of hours is unlikely to be a co-incidence. Jotform support please start looking at these incidence together.....

Hi Drita,

I checked our email logs and found that the notification emails in your 3 forms have been sent. Can you provide us with the submission IDs of those failed emails, so we can check what's going on? We've got a guide here that'll show you Where to Find the Submission ID.

Once we hear back from you, we can get moving on a solution.

Last working email recieved was 1 hour ago, after that I've put it through multiple times and nothing sent

Hi JSJ_Seafood,

To keep the conversation organized, I moved your other question to its own thread, and someone from our Support Team will help you with it here.

Let us know if you need any other help.

We were having the same problem. Added Jotform to the email whitelist, bounce list check, etc.

Here's what I think our issue was: We ended up being able to make it work when we not only set up autoresponder and notifcation emails, but we actually added it in the "Conditions" section as well. Seems redundant, but you actually have to spell out if a field is filled out then that will trigger the emails to send.

Hi hylesanderson,

Looks like you’ve also asked this on another thread. You can check out our answer there.

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

Hello!

We noticed this morning that all the email notifications had arrived to our inbox. The emails addresses we used to fill out the form while testing arrived in those inboxes as well. I noticed that multiple users had responded with the same issue, was this an internal problem within jotform?

Hi Drita,

It looks like there was indeed a temporary email delivery issue on our side that affected some users. That’s why your notification emails were delayed but later arrived in your inbox. The issue has already been resolved, so you should now receive future notifications without any problem.

Reach out again if there’s anything else we can do for you.