Emails de rappel ne sont plus reçus

Bonjour,

Nous avons un formulaire (nommé "Feuille de Temps") qui est configuré avec 3 Emails de Rappels (pour un total de 26 destinataires) envoyés une fois par semaine.

Cela fait maintenant 2 semaines qu'aucun des 26 destinataires n'a reçu l'email de rappel.

Est-il possible de corriger cette situation ?

Hi Sophie,

Thanks for reaching out to Jotform Support. 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 checked your form and saw that the Reminder Emails you on your form were set up correctly. I also checked every single email address, and none of them are in our Bounce List. When I checked the email logs of some of the email addresses, I saw that there was a Reminder Email sent yesterday, June 24th, 2024. Take a look at the screenshot below:

Can you check your Spam/Junk folder and see if the emails are there? I've also cleared your form caches from the backend to fix any cache-related issues.

If they're not, I suggest removing the Reminder Emails from your form, and add them back, as this usually fixes this type of issue. Let me show you how to do that:

1. In Form Builder, click on Publish in the orange navigation bar at the top part of the page.
2. Select Email from the left-side menu.
3. Select Schedule a Reminder Email.
4. Hover your mouse over each of the Reminder Email template, and click on the trash bin icon to remove.
5. Click on the Create a Reminder Email button to add them again.

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

Hello and thank you for your reply.

I deleted all Email Reminders and recreated them from scratch. The issue persists. No emails are received.

I checked the Spam/Junk folders but nothing.

One of the recipients is my IT consultant who has a Microsoft 365 email address. He checked the Admin Exchange delivery logs and nothing coming from Jotform.

Thank you!

Hi Sophie,

I see the same issue being reported by other users, so I created a ticket and escalated this to our Developer team. Although we don't know exactly when the issue will be fixed, we’ll circle back to this thread when we have an update.

Thanks for your patience and understanding, we appreciate it.

Thank you for your reply.

Hopefully, it gets resolved quickly since this feature is the main reason why we purchased a paid plan with you.

Without that feature, we're paying for something that doesn't satisfy our needs.

Please let me know when you have any updates. Also, I would appreciate it if you could look into any compensation you may give to compensate for the extra effort we currently have to provide to work around this issue.

Thanks!

Hi Sophie,

As soon as we have an update from our Developers, we'll surely let you know. As for the compensation, I'm afraid we are unable to compensate for the inability to use our services due to form issues. Kindly refer to our Terms of Use, under section 12: Form Availability. Jotform makes no warranty that forms provided by the Services will be available 100% of the time or that they will be error free.

Let us know if there’s anything else we can do for you.