Custom Sender Email: Emails Failed

Dear Jotform Support Team,

I am writing to report a critical issue we are experiencing with our Jotform account. Since approximately 8:45 AM today, we have noticed that none of the emails generated by our forms are being sent.

Upon checking the account history, we have confirmed that all email sends are showing a "failed" status from that time onwards. This situation is significantly impacting our operations, as we rely on these notifications to follow up on our customers' requests.

We have verified our email settings and have not made any recent changes that could have caused this issue. We would appreciate it if you could investigate this matter with urgency and inform us of the cause of the problem and an estimated time for its resolution.

We are available to provide any additional information you may need.

Thank you in advance for your prompt attention and assistance.

Best regards,

Jean Mahecha

jean.mahecha@cng.edu

Colegio Nueva Granada

According to our logs, the emails were successfully sent to jean.mahecha@cng.edu. Please check your spam or junk folder. Consider whitelisting Jotform's sender email or domain to avoid future issues. Also, make sure your form's email fields and conditions are set up correctly. To prevent email bounce issues, please use valid, correctly formatted email addresses. Feel free to let me know if it’s still not working.

Dear Jotform Support Team,

I am writing to report a critical issue we are experiencing with our Jotform account. Since approximately 8:45 AM today, we have noticed that none of the emails generated by our forms are being sent.

Upon checking the account history, we have confirmed that all email sends are showing a "failed" status from that time onwards. This situation is significantly impacting our operations, as we rely on these notifications to follow up on our customers' requests.

We have verified our email settings and have not made any recent changes that could have caused this issue. We would appreciate it if you could investigate this matter with urgency and inform us of the cause of the problem and an estimated time for its resolution.

We are available to provide any additional information you may need.

Thank you in advance for your prompt attention and assistance.

Best regards,

Hi Integration,

Thank you for your detailed message regarding the email sending issue. We have checked our logs and confirmed that emails were successfully sent to jean.mahecha@cng.edu. Please verify your spam or junk folder and consider whitelisting Jotform's sender email or domain to prevent future delivery issues.

Additionally, please ensure that your form's email fields and conditions are correctly configured, and that all email addresses used are valid and properly formatted to avoid bounce backs.

If the problem persists, please provide any additional details or screenshots that might help us investigate further.

Best regards,
Jotform Support Team

the issue continue

Hi Integration,

Since the issue continues, we need some additional information to investigate further. Please provide the Form ID related to the email sending problem. If possible, also share details like the submission date or submission ID to help us locate the specific submissions showing the failed email status.

Once we have this information, we can proceed with a more detailed investigation to resolve the issue promptly.

Best regards,
Jotform Support Team

It happens with all forms

Hi Integration,

Thank you for the update. Since the issue is occurring with all forms, we will escalate this for a more comprehensive investigation on our end. We appreciate your patience while we look into this matter urgently.

We will keep you informed as soon as we have more information or a resolution.

Best regards,
Jotform Support Team

Thank you, I will be waiting for your response regarding this issue.

Hi Integration,

Thank you for your message. One of our Support Team members has now taken over this thread and will be assisting you further. I will no longer be responding to this issue.

Best regards,
Jotform Support Team

Hi Jean,

Thanks for reaching out to us for help. When I cloned and tested your form, everything worked the way it was supposed to. Take a look at the screenshot below to see my results:

After checking, I see that are using a custom sender email. Jotform does not use the Custom Sender Address, as some providers block it. I would recommend switching to noreply@jotform.com or to add an SMTP. Resolving this problem is easy: you need to remove your verified email address from the account settings. Verified emails do not have don’t have an edit icon, they can only be removed. 

You can easily 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.

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.