Specific email is not receiving the approval request email

Hi there!

We’re encountering a recurring issue with one of our users. Whenever she submits a Jotform, neither the recipients nor the selected approvers receive any notification emails. We’ve reviewed the settings but can’t pinpoint why this problem only affects her. She (Arlene) created her own separate jotform that is not tied to this account.. her email is Arlene@passthesalt.com.

Could you please advise on how to resolve this issue? 

Thank you in advance for your assistance!

Hi Martha_Nashed,

Thanks for reaching out to Jotform Support. I understand the issue, but I’ll need a bit of time to work out a solution. I’ll get back to you shortly.

Thanks for your patience, we appreciate it.

Hi Martha_Nashed,

The email logs show that the approval request emails were sent to the email address, arlene@passthesalt.com. Can you ask them to check if the email is in the Spam Box? If not, you can contact your email service provider or set up your email server to accept emails coming from Jotform. Whitelisting Jotform can improve your email deliverability and help your messages reach the inbox. You can check this guide about Whitelisting Jotform IP Addresses and Domains for more information.

Reach out again if you need any other help.

Jeric,
Thank you for responding. We have checked our spam folders and Jotform is
already on our whitelist.
Best Regards,
Mike
mike krauss [he/him/his]
*salt* director of operations, finance manager
los angeles, ca
m. 714.658.6453
passthesalt.com
<http: />
...

Hi Mike,

If that's the case, I recommend setting your email as sender email via SMTP. This will use your email facility to send the email. 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 setting up SMTP in your form. 

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

Okay, we’ll try that and report back.
Mike
mike krauss [he/him/his]
*salt* director of operations, finance manager
los angeles, ca
m. 714.658.6453
passthesalt.com
<http: />
...