I'm unable to receive the email for the Jotform Sign on my Comcast email address

  • HavaneseRescueInc
    Asked on August 7, 2025 at 7:56 AM

    I am trying to test a My Sign Document. An initial test was sent. I have a couple of issues.

    1- I have three emails this document is being sent to to sign. One of these emails is to a Comcast email. I am not receiving an email to sign into my Comcast account. It's not in my junk folder. It indicates that it was sent with tracking. Why is that?

    2- I tried to send another test to sign. I wanted to use a non-Comcast email. I did use two of the Gmail email accounts that I had used in the previous test. These Gmail accounts did not receive a second email with a link to sign. They received an email but not like the first time around. I will attach a screenshot. Can a second My Sign Document not be signed by previous signer?

    Thank you for your help.

    Jotform Thread 29821901 Screenshot
    Page URL: https://www.jotform.com/sign/252176957510057#preview
  • Norwyn Enterprise Support
    Replied on August 7, 2025 at 8:14 AM

    Hello HavaneseRescueInc,

    Thanks for reaching out to Jotform Support. I understand that the email containing the Jotform Sign Document isn't showing anywhere in your Comcast email address. Can you confirm the details below to help us get to the bottom of the behavior?

    • Can you tell us the email address you're forwarding the invitation to? We'll check if the email address is on our bounce list.
    • Is the Comcast email able to receive other Jotform emails?

    I've split your other question to another thread to avoid potential confusion. We'll send a reply via that thread once any of us gets assigned to it.

    We highly appreciate your patience in the meantime.

  • HavaneseRescueInc
    Replied on August 11, 2025 at 10:23 AM

    I don't get any JotForm emails in this Comcast account. The email address is jabojenny@comcast.net

  • Yigit
    Replied on August 11, 2025 at 11:19 AM

    Hi HavaneseRescueInc,

    I checked our bounce/suppression list for jabojenny@comcast.net and can confirm it isn’t listed on our side.

    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.

    Im unable to receive the email for the Jotform Sign on my Comcast email address Image 1 Screenshot 60

    2. In the window that opens, select Custom and click on the Continue button.

    Im unable to receive the email for the Jotform Sign on my Comcast email address Image 2 Screenshot 71

    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.

    Im unable to receive the email for the Jotform Sign on my Comcast email address Image 3 Screenshot 82Now 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:

    Im unable to receive the email for the Jotform Sign on my Comcast email address Image 4 Screenshot 93And here’s how it looks in Workflow Builder:

    Im unable to receive the email for the Jotform Sign on my Comcast email address Image 5 Screenshot 104Give it a try and let us know if you need any help.

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