Problème d'email de notification non reçu quand le formulaire est soumis

(I can write this request in english if needed, don't hesitate to ask)

Bonjour,

Je ne reçois plus les notifications sur mon email contact@helpsinistre.ch quand l'un de mes formulaires est soumis. Pourtant, les 3 formulaires en question ( 241424118804349, 241416295912053, 241462755302351 ) sont configurés à l'identique, et il n'y a pas eu de changement dans le menu "Paramètres > Emails" de chacun.

Ils sont configurés comme suit

• Un email de notification de noreply@jotform.com vers contact@helpsinistre.ch => ne fonctionne plus
• Un email de confirmation de contact@helpsinistre.ch vers l'email du client => fonctionnel

Dans les journaux d'activité de mon compte, je fais le même constat : il y a bien des logs pour l'email de confirmation à destination du client, mais rien pour l'email de notification destiné à mon adresse (cf. pièce jointe). Ce n'est donc pas un problème de spam ou de filtrage par ma messagerie, car l'email n'est même pas envoyé...

Mon email n'est pas non plus sur "bounce list" (cf. https://www.jotform.com/help/364-why-am-i-not-receiving-email-notifications/ )

Liens vers les formulaires en question :
https://eu.jotform.com/build/241424118804349/settings/emails
https://eu.jotform.com/build/241416295912053/settings/emails
https://eu.jotform.com/build/241462755302351/settings/emails

Pourriez vous m'aider à résoudre ce problème ?

Merci d'avance et bonne journée !

Hi Helpsinistre,

Our French Support agents are busy helping other Jotform users right now, so I'll try to help you in English using Google Translate, but you can reply in whichever language you feel comfortable using. Or, if you'd rather have support in French, let us know and we can have them do that. But, it might take a while until they're available again.

Now, coming back to your question, I’ve checked the email address contact@helpsinistre.ch and confirmed that it’s on our bounce list. This is likely why you're not receiving email notifications. To remove the email addresses from the bounce list, go to your account settings. Here’s how:

1. In your Account Settings page, scroll down to Bounce List.
2. Enter an email address and click on Check.

I’ve manually removed that email address from the bounce list. You can try sending the email now, and they should receive the notification. You also might want to check this guide as well about How to Prevent Email Bouncing Related Issues.

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

Thank you for your quick and effective answer.

I've seen the instructions for the bounce list, but sadly I cannot check my email or remove it from my account, the input field for bounce list check stays gray, and displays my account email address

Thank you also for the guide, I will check that and try to understand why my email ended up in the bounce list.

Regards,

Hi Helpsinistre,

When I checked the email addresses that you provided, I saw that they were not on the bounce list. I also cloned one of the affected forms, but it appeared to be working as expected. Check out this screencast below:

Usually, if we remove the Notification Email and then add it back, that solves the issue. Let me show you how to do that: 

1. In Form Builder, in the orange navigation bar at the top of the page, click on Settings.

2. In the menu on the left side of the page, click on Emails.

3. On the right side of the Notification field, click on the Trash Can icon, and delete the existing Notification Email.

Now that we've removed the old Notification Email, we'll just add a new one. Let's do it: 

1. While you're still under the Emails tab on the left side of the page in Form Builder, click on Add Email.

2. Next, select Notification Email.

3. Click on the Recipients tab and enter your email address in the Recipient Email field.

4. Now, just click on Save and you're done.

Now, you'll get a Notification Email every time a user fills out your form.

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