Custom Sender Email Reverts to Jotform Email Despite Successful Test

Even after testing it successfully, I can't use our email as the from: (sender), it keeps using the jotform email. It worked fine in the past.

You’ve successfully added your sender email address. Great job!

This email has been sent to test your SMTP configuration from Jotform. It includes an example PDF attachment to ensure that your system can also send files successfully.

Attachment Information

File Name: Test_SMTP_Attachment.pdf

Hi John,

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

It seems like you've successfully added your sender email and tested the SMTP configuration, but the emails are still being sent from the Jotform default email address. This issue can sometimes happen if the SMTP settings are not fully applied or if there is a caching issue.

Let me help you with that:

1. Double-check your SMTP settings: Ensure that all SMTP details (server, port, username, password, and encryption) are correctly entered.
2. Clear your browser cache: Sometimes cached data can cause the old settings to persist.
3. Try re-adding the sender email: Remove the current sender email and add it again to refresh the configuration.

If the problem persists, you might want to consider setting up a custom SMTP to improve email deliverability and ensure your sender email is used properly.

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

Hi John,

Your SMTP has defaulted to noreply@jotform.com because the configuration could not be verified on our system, or a change was made to your email that caused the custom sender email to be disconnected. In such cases, Jotform automatically switches the sender email to noreply@jotform.com to ensure that notifications are still delivered.

To resolve this, you’ll need to reconfigure your SMTP settings in your Jotform account. Once configured correctly, your custom sender email will work again. Let me show you how:

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.

Now you should select your custom SMTP in your email properties under email settings in Form Builder, and if you’re using Workflow Builder, do the same there. Check below to see how it looks in Form Builder:

And here’s how it looks in Workflow Builder:

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

You didn't see the successful SMTP test I posted? It told me I successfully added my email, yet it won't save to use it on the form.

Hi John,

Keep in mind that support forum doesn't support file attachment. Could you taking a screenshot instead? A screenshot or recording of what’s happening would help us figure this out. You can use Loom or upload to Google Drive or Dropbox, then send us the link. We’ve also got a guide explaining how to send us a screenshot.

To check this issue further, could you confirm if you’re referring to this form? Also, could you try setting it up again, as reconfiguring may help refresh the connection. You can also use the SMTP Test Tool from GMass to verify if the SMTP on your account is working as expected. Make sure to update your password after testing.

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