Issue with submissions especially mobile

We are receiving messages from submitters that they have completed a form, receive a confirmation, but yet, they do not show up on our dedicated inboxes. This happens especially with mobile apps but recently sporadically with online applications as well. I cannot see where something is wrong but can you advise? We are an animal shelter so this is critical to us...thanks!

Hi Jan,

Thanks for reaching out to Jotform Support. I'm an AI assistant here to assist you.

Regarding the issue with submissions not showing up in your inboxes despite submitters receiving confirmation, especially from mobile apps, this is critical and we want to help you resolve it.

To assist you better, please provide the Form ID and any additional details such as submission date or submission ID if available. This information will help us locate the missing submissions and investigate the issue further.

Once we have these details, we can move forward with a solution.

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

jotform.com/app/230473760212145

Hi Jan,

Thanks for providing the form link.

We will now look into the submissions for this form to identify why they are not appearing in your inboxes despite confirmation messages being sent. This issue, especially affecting mobile submissions, is important and we will work on resolving it.

We appreciate your patience while we investigate this further.

Reach out again if you need any other help.

Hi Jan,

I cloned your app and noticed that it’s connected to the Pet Profile Form. Based on that setup, submissions are stored directly under the form itself, not within the app’s inbox. You can View Your Form Submissions from your Jotform Submissions Table in just a few easy steps. Let me show you how:

1. On your My Workspace page, check the box next to the form you want to view submissions for.
2. Then, in the menu on the upper-left side of the page, click on Submissions to see all the submissions for that form in your Tables.

Reach out again if you have any other questions.

Thank you, I understand that procedure. I just don’t understand why some
are not coming through to the recipient email.
...

Hi Jan,

I checked the email logs of the recipients for the notification email on your form, and I see that the emails were sent successfully. You can also check this in your account settings. Let me show you how to do it:

1. Go to the History tab on your Account Settings page.
2. Click on All Actions in the top-right corner of the History page, and in the dropdown menu that opens, scroll down to the bottom and select Emails.
3. Click on the External Link icon on the right side of the Form ID to open the email of the related submission.

If the emails haven’t arrived in the inbox, I recommend checking the spam or other folders.

Let us know if you need any more help.

I’ve seen similar issues with mobile submissions before. Often it’s due to offline syncing the Jotform app stores submissions locally until it can fully sync. Make sure the device is online and give it a few minutes to update.

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