Error submitting forms

Our clients are getting the message below when attempting to submit forms. I can see they are being received to the jotform inbox, however they are not being received into the given emails.

Hi Liv,

I'm an AI assistant. I'll do my best to help you until someone from the support team is available.

We see that submissions are reaching your Jotform inbox but not your email. Please check the following:

• Ensure the notification email recipient addresses are correct in your form settings.
• Check your spam or junk folder and mark Jotform emails as not spam.
• Verify your email is not on Jotform's bounce list in your account settings.
• Consider whitelisting Jotform's IP addresses and domains with your email provider.
• Review your email logs in your Jotform account to see delivery status and details.

These steps often resolve email delivery issues.

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

Best regards,
Jotform Support

Hi Liv,

To help us investigate further, could you share the form URL and the submission ID where the autoresponder email was not received? Here's how to get your form submission ID:

1. On your My Workspace page, select the form with the submission and click on the Submissions button on the top of the page.

2. In Submission Tables, click on the Columns & AI button on the top right of the page.

3. Scroll down to Submission ID and tick the box with a checkmark, and the submission ID will show in the table.

Also, we’ll need your permission to access your account so we can see the email addresses of the recipients for the autoresponder email. Don’t worry, you can turn it off again once we’re done. Let me show you how to do it:

1. In the top-right corner of your My Workspace page, click on your Avatar/Profile Image icon.

2. In the Dropdown menu that opens, click on Settings.

3. Next, in the panel on the left, click on the Security tab.

4. If you haven’t opened your Security page in a while, it’ll ask you to verify. To do that, click on Send Verification Code.

5. Then, enter the Verification Code you receive in your email.

6. Finally, at the bottom of the page, toggle the Jotform Support Access to the On position.

After we hear back from you, we’ll have a better idea of what’s going on and how to help.

Hi there,

Thanks for your response. I have completed the instructions above.

Looking forward to your response.

Many thanks

Mary-Ellen

Hi Liv,

Could you share the form URL that was affected by this issue? Let me walk you through on how to retrieve your form URL:

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.

Once you share the form URL with us, we’ll be able to help you better with this.

Hi there,

The issue seems to have resolved itself. Thanks for your assistance in the mean time.

Many thanks