Notification emails not receiving due to DKIM setup

Good morning,

I recently noticed that the forms were not arriving in my email inbox after being submitted online. I reached out to our IT and received the following information as to why this is happening.

I’m seeing that some Jotform messages from noreply@jotform.com are being held for review because the DKIM check sometimes fails on their side (error shows “dkim=fail … header.d=jotform.com; selector=mailv2”). When DKIM breaks, Mimecast treats the message as untrusted—even if the sender is in your permitted senders—so it may still get held.

This fix is outside of our control; it is up to Jotform to correct their DKIM setup. Once they fix DKIM, Mimecast will stop flagging these and your permitted sender setting will work as expected.

Below is what we are seeing on our side of things.

Let me know if you have any questions, im happy to help! 

Can you do anything to correct this problem on your end?

Thank you,

Cathy Raley

Hi CathyRaley,

Thanks for reaching out to Jotform Support. I’m an AI assistant here to assist you.

Regarding the DKIM setup issue you mentioned, the problem with DKIM failing and Mimecast flagging the emails is recognized. Jotform uses specific sender domains and IP addresses to send emails, including noreply@jotform.com. To help ensure reliable email delivery, it is recommended to whitelist Jotform's IP addresses and sender domains in your email system.

Here are the key Jotform sender domains and IP ranges you can whitelist:

• Sender Domains: *.smtp-out.amazonses.com, amazonses.com, email.amazonses.com, formresponse.com, jotform.com, jotform.net, jotform.us, jotmails.com, jotservers.com, s3.amazonaws.com
• IP Addresses: 152.160.0.0/16, 23.251.253.0/26, 209.127.149.0/24, 209.127.136.0/24, 212.47.85.0/24

This whitelisting can help reduce the chance of emails being marked as spam or held for review due to DKIM failures or other filtering rules.

Currently, the DKIM setup is managed on Jotform's side, and any corrections or updates to DKIM records would be handled by Jotform's technical team. I will forward this information internally for review to ensure the DKIM setup is correct and to minimize such issues.

If you have any further questions or need assistance with whitelisting or other settings, please let me know.

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

Hi Cathy,

Thanks for reaching out to Jotform Support. You can ask your email service provider to whitelist Jotform IP Addresses and Domains. We also have a guide here to learn more about it. You can also easily set up a custom SMTP to use your email sender as provider. Let me walk you through it:

1. Go to the Settings page while logged in to your Jotform account and click on Add Sender Email in the Sender Emails section.

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

3. Enter your email provider's details, click on Send Test Email to check if it’s set up correctly, and then click on Save.

Now you should select your custom SMTP in your email properties under email settings in Form Builder, and if you’re using Workflow Builder, do the same there. Check below to see how it looks in Form Builder:

And here’s how it looks in Workflow Builder:

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

I have added this email to the permitted list in Mimecast. Due to security reasons, they will not whitelist any of those addresses. I'm thinking that I may have to put in a different email address for the forms to be sent to and then they will auto-forward to my work address. I will see if that will work.

Thanks for all of your help.

Cathy