Emails not getting delivered

Hi. This is happening again, and Im not getting my submitted forms delivered to my email ?

Hi Excelda,

Thanks for reaching out to Jotform Support. I checked your email address, and it's not on the bounce list. Can you tell us which form did not send the emails? Also, you can monitor if the emails are getting sent in your account history. Let me show you how:

1. On your My Forms page, hover your mouse over your Avatar and click on Settings.
2. In the list that pops up, scroll down and click on History.
3. In the All Actions dropdown menu, scroll down to the bottom and click on Emails.
4. Click on the New Window icon on the left side of the Form ID to open the email of the related submission.

Let us know if you need any more help.

I’m familiar with how to access the consent forms on the platform, but I cannot give everyone in my business access to this platform and all my clients' email addresses. It's crucial that, when a consent form is submitted, it’s delivered to a specific email address so my team can access it.

Unfortunately, the forms are consistently failing to deliver to two separate email addresses each month, which is extremely frustrating and impacting my business.

If this issue cannot be resolved promptly, I will need to know how to go about getting a refund and canceling the service, as it's not meeting my needs.

Please advise on the next steps.

Hi Excelda,

Is this happening on a specific form or all of your forms? If it's only happening on a specific form, can you share to us the link of the affected form so we can check? You may also try setting up SMTP as this normally fixes email delays and bouncing issues, as the emails will be sent through your email server. Let me show you how:

1. Click here to sign in to your Google Account and access the App Passwords.

2. On the page that opens, click on the input field and enter a custom name for your new app password. For example, Jotform.

3. Now, click on the Create button.

4. Copy and save the password to your computer, and click on Done.

It is very important that you save the password to your computer so you can use it again later. If you don't save it, you'll have to generate a new one again because Google doesn't let users view their passwords after they click the Done button.

Now, to add the Sender email:

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.

With regard to cancelling your subscription, you can check this guide. However, we are no longer able to process a refund as the last payment is already beyond 30 days and is no longer eligible for refund as stated in our Terms of use.

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