Emails Sent from Jotform Not Being Received on Recipient Platform

Hello Jotform Support,

I hope you're doing well.

I'm facing an issue where emails triggered from Jotform (such as approval or rejection notifications) are shown as "sent" in the Jotform email logs, but they are not being received on the recipient's email platform (specifically under the domain mail.world).

Could you please help me understand what could be causing this issue?

Is there any possibility that the emails are being blocked, filtered, or flagged due to missing SPF/DKIM records or something similar?

Also, please confirm:

• The sending domain/email being used for these emails
• Any specific IP addresses or domains we should whitelist on our mail server

Looking forward to your guidance on resolving this issue.

Thank you,

Hi,

Thanks for reaching out to Jotform Support. Let me help you with that:

When emails triggered from Jotform show as "sent" in the email logs but are not received on the recipient's platform, several factors could be involved:

• Check that the recipient email addresses are entered correctly in your notification settings.
• Verify if the emails might have landed in the recipient's spam or junk folder. Marking Jotform emails as "not spam" or creating filters can help prevent this.
• Ensure your email address is not on Jotform's bounce list, which stops emails from being sent to that address.
• Consider whitelisting Jotform IP addresses and domains on your mail server to improve email deliverability.

Regarding your specific questions:

• The sending domain/email used for these emails is typically Jotform's default sending domain unless you have set up a custom sender domain.
• To improve deliverability, you can whitelist Jotform's IP addresses and domains on your mail server. Detailed instructions are available in Jotform's help guides.

For more detailed troubleshooting and steps, you can refer to Jotform's guides on viewing email logs, removing emails from the bounce list, and whitelisting IP addresses.

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

Hi jotform911_jotform_Jotform,

Can you check if the emails were received in your spam or junk folder? Try whitelisting Jotform IP addresses and domains on your mail server, then test your form again. You can refer to our guide on Whitelisting Jotform IP Addresses and Domains for the full list. If the issue persists, we recommend setting up a custom SMTP email on your account and using it to send your notification emails. This often improves delivery reliability. 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.