The Hide Emptry Fields feature does not work when autoresponders are received

When a form is submitted, and an automated e-mail goes back to the submitter, I want it to show the submission but hide the fields that they haven't entered anything in. I have selected 'Hide Empty Fields' however all the empty fields still show. See attached images.

Hi Johnson,

Thanks for reaching out to Jotform Support. I cloned your form and replicated the same issue. The solution is very simple, you need to create a new Autoresponder Email and remove the previous one, which solves the issue. Let me help you 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 Autoresponder field, click on the Trash Can icon, and delete the existing Autoresponder Email.
4. While you're still under the Emails tab, click on Add Email, then select Autoresponder Email.
5. Click on Save and you're done.

Now, you'll get the correct submitted fields in the Autoresponder Email every time a user fills out your form:

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

Hi Mahmoud,

I have deleted and then created a new Auto-respond e-mail, and I'm still having the same issue.

Are you able to see what else may be causing the issue?

Hello Johnson,

Since we cannot replicate this using a cloned form, will you allow us to test the original form? Don't worry, no form submissions will be affected and we will not touch any form fields. What we are going to do is add a new Autoresponder Email for us to test before we make test submissions. We will also not delete any existing Autoresponder Emails you created just the ones we created for testing.

I’ve cleared the cache of your forms on our backend system for additional precautions. You can also clear the cache of your forms by following this guide on how to clear your forms cache. I suggest clearing the cache and cookies of the browser you use most of the time. Below are the guides on how you can do it:

Clear Cache – Google Chrome

Clear Cache – Mozilla Firefox

Clear History – Safari

You can also check if doing the above will fix the error in form emails.

We will continue our investigation as soon as we receive your response.

Hi Kris,

I have cleared the cache as suggested and unfortunately, I'm still getting the same results.

Please feel free to test the original form.

Hi JohnsonTiles,

I created a new autoresponder for testing purposes, and unfilled fields were not displayed in the autoresponder.

You might want to keep the new autoresponder I created and delete the original one you have. Also, consider testing the form yourself before using it.

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

Hi Christy,

I tested it and it worked, thank-you very much!

I'm unsure of what I was doing wrong, but nonetheless, thankyou again!