Autoresponder email reverts back to template

hello - I have tried to create a custom auto responder email, but every time I go to test or refresh something it changes to the original email and erases mine.

I have turned off "update email" in advanced settings, replaced my email as the sender, and went through the SMTP settings to where the sender email is coming from my email, not the jot form email.

Hi Chenoa,

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.

It sounds like your custom autoresponder email keeps reverting to the original template despite turning off "Update Email" in the advanced settings and adjusting the sender email. Here’s how to ensure your custom autoresponder email stays saved:

1. Go to Settings in your Form Builder and select the Emails tab.
2. Edit your autoresponder email by clicking the pencil icon next to it.
3. In the Advanced tab, confirm that "Update Email" is toggled off to prevent automatic template overrides.
4. Customize your email content under the Email tab, making sure to save your changes.
5. Check your SMTP settings under the Advanced tab to ensure the sender email is correctly set to your email address.

Also, preview your form in a new tab and submit it to test the autoresponder. The Test Email button only sends to your Jotform account email, so testing via actual submission is more reliable.

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

I have done all of those things, multiple times, and it still resets

Hi Chenoa,

Since you've already tried those steps and the autoresponder email still resets, I recommend clearing your browser cache or trying a different browser to rule out any caching issues. Also, ensure you save the changes before navigating away from the email editor.

If the issue persists, it might be related to a bug or account-specific setting that requires further investigation.

Hi Chenoa,

Can you try removing the Autoresponder email and adding it again? This often resolves issues like the one you're experiencing.

If the issue persists, I suggest removing your custom sender email and testing it again. When using your Gmail account as your email sender via SMTP, Google now asks you to confirm that you enable access for less secure applications. Let me show you how to set it up:

1. Go to Your Google Account Security page. Select the correct account if you have multiple Gmail accounts logged in on the same browser.

2. Click on Recent Security Activity:

3. Check to see if you have the same notification that says Suspicious Attempt to Sign in From a Less Secure App. Click on that.

4. On the next page, you'll see that it's blocked, but you'll be prompted to change your reply. To do that, click on Change Reply.

5. Click on Yes, it was me:

Now, go back to your SMTP settings, and Test it. If this fails, change your password, and that should do it.

Let us know if you need any more help.

Hello - I did all of those things, deleted the auto responder email and re tested. Deleted my custom email and set that all up again. Checked my security account settings. Also cleared the cache, and any time that I change the email, it goes back to the default after refreshing the page (and I hit save on all of the settings).

Hi Chenoa,

We'd like to understand the issue more, and although it was clear based only on our description, can you share a screen recording showing that it reverts to the default email template? You can save it to your Google Drive and share the link with us. Make sure that anyone with the link can access it.

Once we hear back from you, we'll be able to move forward with a solution.