Contracts not being emailed to members

Hello Jotform Support

We have three members who have not received contracts today. I'm unable to send them through to them from our system as we also have not received them. I have tried sending them from the Jotform platform but they are not going anywhere, I'm also unable to download them.

They are all from 25 August

Rainwise on the SA Contract template

https://www.jotform.com/tables/201907126173046

Venetian Pools on the VIC Contract template

https://www.jotform.com/tables/202790528472863

and

Complete Pools on the QLD contract template.

https://www.jotform.com/tables/202391244602850

Would you please advise what the issue is and when we can anticipate rectification?

Thank you

Suzy

Hi SPASA,

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.

Regarding the issue with contracts not being emailed or downloadable from your specified templates, please check the following:

• Verify the email notification recipients are correctly set in your forms.
• Check your spam or junk folders for the emails.
• Ensure your email is not on Jotform's bounce list in your account settings.
• Review your form email logs in Account History to see the delivery status of these emails.

If these steps do not resolve the issue, it may require further investigation by the support team.

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

Hi SPASAAU,

I checked the email logs and can confirm that the notification emails have been sent from these forms, and the recipients are not on our bounce list. Are you referring to the Autoresponder emails instead? Could you share the specific email addresses in question so we can check from our end?

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

What is the difference between a notification email and an autoresponder email?

The members have not received their contracts once they have been completed.

Emails for non-recipients are:

admin@evokepools.com.au

admin@completepoolsqueensland.com.au

nick@venetianpools.com.au

support@rainwise.com.au

Would you please push their contracts out to them as a matter of urgency.

Thank you

Hi SPASAAU,

Autoresponder emails are emails your customers get emails about their submissions after they fill out the form and the Notification Emails are emails you received if someone filled and submitted your form. I checked the email addresses you have provided and can see that the emails were sent successfully. They may check their Spam or Trash folder to see if it is there. You can also check your account email history and see if the emails are getting sent. Let me show you how:

1. In My Workspace page, click your Avatar on the top right.
2. Click on Settings.
3. Go to History on the left menu.

This should show you if the emails are getting sent. You can also follow this guide on How to View Your Form Email Logs.

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

Thank you for your response - however, the emails were not delivered to our members. I know that because we never received copies of them either. They do not suddenly divert themselves into the junk mail folders.

Today I am able to download these contracts, which I could not do yesterday, and I hope I have been able to forward them to them.

It would be great if when there is an issue with the platform that Jotform owned the issue instead of trying to divert the focus

Hi Suzy,

To clarify, when someone completes your form, Jotform sends two different types of emails. The first ones are Notification emails sent to you or your team, and the other are Autoresponder emails sent to the member who filled out the form, in this case, the contract.

If neither you nor your members received them, it may have been due to a temporary email delivery delay, a block from the recipient’s email server, or filters that silently reject or quarantine attachments without showing up in the junk folder. That would also explain why you couldn’t download the contracts yesterday but were able to today. Here are a few steps you can take to make sure your members receive their contracts reliably:

1. Resend contracts from Tables by setting up a Send Email Action Button column. This will push the contract again to your members without needing them to resubmit.
2. Whitelist Jotform’s Sender Domains by asking your IT team or email provider to whitelist the listed sender domains. This ensures your emails aren’t silently blocked.
3. Add a Backup Recipient. In your Autoresponder settings, you can BCC or CC your own address. That way, you’ll always get a copy alongside your members.
4. Use a file download as a Backup. Since you’re now able to download the contracts, keeping a manual backup download ensures you can forward them quickly if email delivery stalls again.

Give it a try and let us know if you have any other questions.