E-mail confirmations not sending

Hello,

I've had some parents contact me that they have not received a cofnriamtio email after registering. I've confirmed that their registations did come through.

I did a "test" send, and it came to me. Then I did a test submission, and did not receive a confirmation.

Can you help me with this?

Hi Janie,

I'm an AI assistant. I'll do my best to help you until someone from the support team is available.

Regarding the issue with confirmation emails not sending after registration, here are some key points to check:

• Make sure the email confirmation (autoresponder) is properly set up in your form's Emails settings.
• Check the recipients' email addresses for accuracy and confirm they are not on Jotform's bounce list.
• Ask users to check their spam or junk folders and mark Jotform emails as not spam.
• Consider adding noreply@jotform.com and noreply@formresponse.com to your contacts or whitelist Jotform's IP addresses to improve deliverability.
• Remember that using the "Test Email" button sends emails only to your account email. To fully test, submit the form live and check if confirmation emails are received.

These steps usually resolve most email confirmation issues. If the problem continues, reviewing your form's email settings or setting up SMTP might help.

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

I've done all the things suggested, including submitting a live form myself. These parents have sumbitted many jotforms (I used them for everything!) so they know what to look for.

Hi Janie,

I checked your form, and It looks like you're using a verified email address sender. Keep in mind that verified sender type sender email address is no longer an option. These email actions were damaging to our domain/IP reputation as users were not verified to send emails on behalf of their domains.

Considering the form in question was created years ago, you must have set that current sender email before that feature was disabled. Unfortunately, email issues associated with verified sender type email address is out of our scope. It might have stopped working for your form just recently. 

Now, for a more reliable email communication, since you're using a Gmail address, we strongly suggest setting up a Gmail SMTP and use it as the sender. Let me walk you through it:

1. On your Settings page, in the Sender Emails section, click on the Add Sender Email button.

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

3. In the next window that pops up, connect your Google Account.

4. After connecting your account, click on Send Test Email in the Google SMTP Configuration menu to check if it’s set up correctly, then click on Save and that's it.

Now, when setting up your Notification or Autoresponder emails, you'll be able to select your Google account as the sender:

If you change your Google password or permissions for Jotform, this setup will no longer be valid, and you’ll need to click on the Refresh button on your Settings page:

You might also want to check out these guides about How to Use Your Gmail Account as Your Email Sender via SMTP and Setting Up Email Notifications.

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

Thank you for this help. Yes I set up this form a few years ago.
I did steps 1 - 4. I clicked on Send test email, but have not received an email.
I do not use a google account to sign in, I have a different sign-in id. Does this matter when connecting the google account?
...

Hi Janie,

It appears that you are still using the verified email address sender and have not added it via SMTP. You would know if it's added via SMTP if it has the Google logo beside it, similar to what is shown below:

I suggest you delete the verified email address sender first and then add it via SMTP. Let me show you how:

1. Click on your avatar on the top right side and click on your name.
2. On the right panel, click on Settings.
3. Click on the trash icon on the right side of the email.

Currently, you have c*****c**********@g***l.com and i****b*******@g***l.com so make sure to delete them. After that, follow the steps above on how to add your Google email via SMTP.

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