Emails not sent

Buenos días,

Estamos experimentando anomalías a la hora de que se envíen los correos de auto respuesta y de confirmación, cuando se rellena un formulario no nos llega a nosotros la copia de el formulario ya firmado, anteriormente si funcionaba pero en el día de hoy han dejado de llegarnos los correos de auto respuesta

Hi Enrique,

Thanks for reaching out to Jotform Support. Our Spanish 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 Spanish, 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, can you try removing the existing Notification Email and Autoresponder Email and try creating new ones? 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 how it goes.

Hemos vuelto a crear y seguir los pasos pero sigue sin mandar los correos, se encuentra bien configurado el servidor smtp, de un momento a otro dejaron de funcionar las funciones de correo

Hi Enrique,

I checked your account and noticed that you have various forms. Is this issue occurring on all your forms, or just on one of them? If it is related to one form only, please share the Form URL with us. We have a guide about Where to Find Your Form URL that you can check out. Also, can you share a submission ID with which you had this issue? Locating the Submission ID is easy, let me show you how:

1. On My Forms, select your form and click on the Submissions button at the top of the page.
2. In Tables, click on the Column button in the upper right corner of the page.
3. In the dropdown, tick the Submission ID.
4. That's it, this way the Submission IDs column will be visible on your Tables.

Can you give us the permission to submit your form and to add our Email Address to your Notification Email so that we can test it? This will help us to better understand what is going on. And to further check the issue, we need to access your account but, we need you to change your account's settings. Here's how to do it:

1. Access your Account Security Page.
2. Scroll down to Jotform Support Access and set the toggle to ON.

Once done, please let us know, and we'll be able to access your account to investigate better your issue.

As soon as we hear back from you, we'll be able to move forward with this.

Buenos días, me dan problemas con el envío de correos de todos los formularios en los cuales esta habilitada esta opción, he activado la opción de jotform support access para que podáis revisarlo mas en profundidad.

Principalmente son los siguientes formularios los que me dan los problemas

https://form.jotform.com/242884018597368

https://form.jotform.com/242892020658358

Hi Enrique,

I checked your Form Email Logs and was able to see that no email was triggered for the last submissions. Can you let us know if your form is embedded on a website? If yes, can you share the website URL so we can check it? Also, could you give us the permission to make a submission on one of your forms?

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

Hola, no se encuentra en ninguna pagina pagina web, accedemos desde jotform directamente, y, si podéis probar a realizar envíos para confirmar si hubiese algún problema

Hi Enrique,

I tested your form with ID 242884018597368 and was able to replicate the issue. But, when I cloned your form and tested it, everything worked as expected. Can you please try once again to delete your Autoresponder Email and then add it again? Doing that is easy, let me show you how:

1. In Form Builder, in the blue navigation bar at the top of the page, click on Settings.
2. In the column on the left, click on the Emails tab.
3. Hover with your mouse on the Autoresponder Email and click the Gear icon, and then on Delete.
4. Finally, add a new Autoresponder Email.

If the issue persists, to isolate the issue and make sure that it is related with your SMTP. Consider changing the Sender Email of your Autoresponder Email with our default email (noreply@jotform.com). Doing that is easy, let me show you how:

1. In Form Builder, in the blue navigation bar at the top of the page, click on Settings.
2. In the column on the left, click on the Emails tab.
3. Hover with your mouse on the Autoresponder Email and click on the Pencil icon to edit it.
4. Click on the Advanced tab, then scroll down to Sender Email, then click on the dropdown menu and select the noreply@jotform.com email address. Then click on Save at the bottom.

If after testing your form again, you will be able to send the Autoresponder Emails, then the issue is with your SMPT. So consider resetting the SMTP on your Account and test once again your forms. Let me show you how:

1. Access your Account Settings.
2. Scroll down to Sender Emails section and then delete your SMTP.0
3. Finally, add it again.

We also have a guide about How to Set up SMTP for a Form that you can check out. If after resetting your SMTP, the issue persists, contact your Email Service Provider to solve this issue. Do note that when the sender email is set to be sent via SMTP, it is not being sent from our server but from the SMTP server. That is why you need to check the status of the emails with your IT/Admin or with your email service provider to see what happened to the email notifications and autoresponder emails sent through your form submissions.

Give it a try and reach out again if you have any other questions.

Hola,

Hemos probado todos los métodos que nos habéis comentado y no funcionan, hemos borrado y vuelto a poner los correos, hemos probado a usar tanto nuestro servidor de correo como el de por defecto vuestro y tampoco funciona, y además el servidor de correo nuestro funciona correctamente, es posible que haya algo mas que pueda esta afectando?

Hi Enrique_Cara,

Unfortunately I unsuccessfully investigated on my side, so I created a ticket and escalated this to our Developers. Although we don't know exactly when it'll be fixed, we’ll circle back to this thread when we have an update.

Thanks for your patience and understanding, we appreciate it.



Hi Enrique_Cara,

Our developers came back to me to say that the issue is fixed, you can send and receive emails as expected. Reach out again if you have any other questions.