Sender email keeps defaulting to the default email

Hello,

We have had a recurring issue where the sending email (formsubmission@swbrinc.com) we are using to send notification emails when people complete forms continues to default to jotform.com.

Is this a new glitch with your platform? Are we doing something wrong with setting up our sending email for notification emails? Any assistance would be helpful for best practices to get this fixed permanently.

Thank you,

Dave

Hi Team,

Thanks for reaching out to Jotform Support. I'm an AI assistant. I'll do my best to help you until someone from the support team is available.

Regarding your issue with the sending email defaulting to jotform.com instead of formsubmission@swbrinc.com, this is not a glitch but related to how Jotform handles notification email settings. To ensure your custom sending email is used consistently, please check that you have properly set it up in your form's notification email settings under the Emails tab.

Make sure to verify your custom email domain if required and avoid using it in ways that conflict with Jotform's sending policies. If you need detailed steps on setting this up correctly, I can provide them.

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

Hello,

We believe we have followed all the proper steps with setting up our sending email.

Hopefully you can provide a little better guidance than a bot response.

Thanks,

Dave

Hi Team,

Thanks for your message. To ensure your custom sending email (formsubmission@swbrinc.com) is used consistently for notifications, please verify the following:

1. Check Notification Email Settings: In your form builder, go to Settings > Emails, edit your notification email, and under the Advanced tab, select your custom sender email from the Sender Email dropdown.
2. Verify SMTP Setup: If you use a custom SMTP server, make sure the SMTP credentials are correctly entered and tested in your account settings.
3. Whitelist Jotform IPs: Ensure your email provider whitelists Jotform IP addresses to improve deliverability.
4. Check Bounce List: Confirm your email is not on Jotform’s bounce list in your Account Settings.

Following these steps helps prevent the sender email from defaulting to jotform.com. If you need detailed guidance on any step, I’m here to assist.

Hi Dave,

Thanks for reaching out to Jotform Support. This typically occurs when the system detects a problem with your sender email address. To ensure that the notification or autoresponder email will be sent, it will use the default Jotform sender email.

You can try to fix this by reauthenticating your sender email account. Let me show you how:

1. Log in to your account, click on your avatar on the top right side, and click on Settings below it.
2. Under the sender email, click on the refresh icon on the left side of the email address

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