Form Responses Aren't Forwarding

Hello,

Our responses that we are supposed to be receiving through Jotform aren't going to our email anymore. It's not on a bounce list either.

Hi colorvibe,

Thanks for reaching out to Jotform Support. Are you referring to the form named Water Lantern Festival - Contact Form? If yes, then I cloned your form and tested it to see if I could replicate the issue, but everything was working properly. Check out the screencast and screenshot below to see my results:

Can you try it again and see how it goes? If you run into the same issue again, let us know, and we'll do some more testing to see what's going on. If this is not the form that you are referring to, can you provide us with the correct Form URL so we can help you better? Here's how to do it:

1. In Form Builder, click on the Publish tab in the orange navigation bar at the top of the page.
2. Click on the Quick Share tab on the left side of the page.
3. Click the Copy Link button on the Quick Share window.

We also have a guide about Where to Find Your Form URL that you can check out.

After we hear back from you, we’ll have a better idea of what’s going on and how to help.

We are still not receiving the responses to our email. The form is
definitely working and we are receiving responses within Jotform but they
are not forwarding to our support@waterlanternfestival.com email.
*Lindsay Struthers*
VP of Research & Development
Water Lantern Festival
www.waterlanternfestival.com
...

Hi colorvibe,

I checked the email in our system and can confirm that it is on our bounce list. This is the reason why you are not receiving any email notifications. I have successfully removed the email addresses on our Bounce list. You should be able to receive email notifications now. I also suggest contacting your email service provider to whitelist Jotform IP Addresses and Domains to help prevent this issue. You can also check out this related guide on How to Prevent Email Bouncing Related Issues.

Reach out again if there’s anything else we can help you with.

Awesome! Thank you for looking into that. Can you also look at our Vendor
Request form?
*Lindsay Struthers*
VP of Research & Development
Water Lantern Festival
www.waterlanternfestival.com
...

Hi colorvibe,

I cloned your form and tested it to see if I could replicate the issue, but everything was working properly. Check out the screencast and screenshot below to see my results:

Can you elaborate more on your concern with your Vendor Request form? Can you share with us a screen recording of what’s happening so we can try to replicate it on our end? You can share the video recording on any public sharing platform like Google Drive or Dropbox, or you can simply use Loom to record the video and share the video link with us.

After we hear back from you, we’ll have a better idea of what’s going on and how to help.

It is working now! Thank you for fixing that for me!
*Lindsay Struthers*
VP of Research & Development
Water Lantern Festival
www.waterlanternfestival.com
...

Hello,
I just noticed that we are not receiving the responses to our email again.
The form is definitely working and we are receiving responses within
Jotform but they are not forwarding to our
support@waterlanternfestival.com email.
Are you able to help us with this again?
Thanks,
*Lindsay Struthers*
VP of Research & Development
Water Lantern Festival
www.waterlanternfestival.com
...

Hi colorvibe,

I checked your email in our email logs, and it appears that email has been sent from Jotform end. Can you try to check your trash or spam folder? Please check this guide for a possible reason why you're not receiving email notifications. Also, please whitelist Jotform domains and IPs in your web/email host to ensure that all the emails sent to you will be received successfully.

Give it a try and reach out again if you have any other questions.

They started coming in! There must have been a lag!
*Lindsay Struthers*
VP of Research & Development
Water Lantern Festival
www.waterlanternfestival.com
...

Hi colorvibe,

You can add your own email address as a custom sender's email via SMTP, so emails will be sent properly. Let me show you how:

1. On your My Forms page, click on your Avatar/Profile Image on the top-right side of the page.

2. Then, from the menu that opens, click on Settings.

3. Click on the Add Sender Email button.

4. Now, enter the information as you see below:

5. When you're finished, click on the Test Email button to make sure that everything is working. If it works, click on Save Email. If not, please check the details again and correct any errors.

You might also want to check out this guide about How to Use Your Gmail Account as Your Email Sender via SMTP and SMTP Setup for Free Email Addresses Like Hotmail, AOL, and Yahoo

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