Je ne reçois plus d'e-mails de notification

Bonjour,

je ne reçois plus les notifications mail lorsque quelqu'un complète le formulaire "Déclaration d'incident billettique" que j'ai créé.

Cela fonctionnait bien jusqu'à présent.

Le mail test fonctionne mais dès que je complète le formulaire je ne reçois aucun mail.

Pouvez-vous regarder svp ?

Merci

E Roy

Bonjour eroy740,

Merci de contacter l'assistance Jotform. Il est possible que l'envoi des emails de notification a été fait avec un peu de délai dans les dernières heures. Je vois cependant de mon coté que deux emails de notification ont bien été envoyés en ce jour du 27 juin 2024, qui correspondent aux deux dernières soumissions reçues. Permettez-moi de vous montrer comment vérifier.

1. Une fois connecté à votre compte, allez à la page Historique de votre compte
2.  Cliquez sur le menu Toutes les actions en haut à droite.
3. Sélectionnez E-mails.

Faites un essai et dites-nous comment ça se passe. 

Bonjour,

effectivement, dans l'historique Jotform il est indiqué que le mail a été envoyé. Cependant, je n'ai rien reçu sur mon adresse mail e.roy@communaute-paysbasque.fr, et rien reçu sur les 10 derniers jours.

Notre DSI m'indique ne rien avoir modifié et l'envoi d'un mail test dans Jotform (dans paramètres/mails) fonctionne.

Est-ce possible que l'envoi de la notification soit bloquée à cause d'un paramètre ? (boite réception pleine ? Erreur de paramétrage?)

Cela est bloquant pour notre organisation

Merci

Cher eroy740,

Votre adresse email ne figure pas dans notre liste de rebond. Si tel avait été le cas, les emails n'auraient pas été indiqués comme envoyés.

Il est possible qu'ils ont été classés comme SPAM. S'ils ne sont pas dans votre dossier SPAM, il faudrait whitelister les noms de domaines et les IPs de Jotform au niveau de votre serveur d'email, chez OVH semble t-il.

Une autre solution serait de faire l'envoi au moyen de votre propre serveur SMTP.

N'hésitez pas à revenir vers nous si vous avez encore besoin d'aide. 

Bonjour,

Après analyse, notre DSI m'indique que le lien URL que vous mettez est sujet d'hameçonnage.

Le lien est le suivant:

Il faudrait que vous puissiez régler le problème de ce lien qui est vu comme hameçonnage par Microsoft ou alors que ce lien est dans les mails qui nous est adressé.

merci de votre retour

Cdt,

Bonjour,

sans réponse de votre part, je vous relance,

cordialement,

elodie roy

Hi Roy,

Thanks for reaching out to Jotform Support. Unfortunately, our French Support agents are busy helping other Jotform users at the moment. 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, keep in mind that you'd have to wait until they're available again.

Now, let me help you with your question. I've reviewed your account & email logs, after that I can confirm that a notification email has been sent to your email ID: e.roy@communaute-paysbasque.fr. Additionally, I can confirm that your email ID neither is in Bounce list nor in Unsubscribe list. Checking email logs are really easy, let me show you how:

• Login to your Jotform account.
• Click on your Avatar/Profile picture in the top right corner and select Settings.

• In the page that opens on the screen, click on History from the left side.

• Click on All Actions next to date filter & set the action filter to the Emails.

We also have a guide about How to View Your Form Email Logs that you can check out. If still you haven't received notification email, we recommend you to check out the spam/junk folder in your mailbox? Additionally, you can also add Jotform default email address in your contact list & can ask your mail provider to whitelist Jotform IP addresses and domains. This guide will provide you more details about IP address and default email addresses. We also have a guide about Why Am I Not Receiving Email Notifications that you can check out.

Give it a try and let us know if you have any other questions.

Good morning,

After analysis, our IT department tells me that the URL link you provided is subject to phishing.

The link is as follows:

hello, I no longer receive email notifications Image 1 Screenshot 20

You should be able to resolve the problem of this link which is seen as phishing by Microsoft or that this link is in the emails sent to us.

Thank you for your comeback

E. ROY

Hi Roy,

I checked the URL that's shown on your screenshot, and it's the link to your Jotform Tables for your Déclaration d'incident billettique TXIK TXAK form, where all the form's submission data is located. Since your IT department informed you that the URL is flagged as Phishing, can you confirm if you also stopped receiving notification emails for your other forms?

Also, can we do a test submission on your Déclaration d'incident billettique TXIK TXAK form, and see if you still don't get any notification emails?

As soon as we hear back from you, we can move forward with this.

Hi,

I have just done a test with the 2nd form (https://eu.jotform.com/231424179329054) and I am receiving the notification emails.

I retested with the Déclaration d'incident billettique TXIK TXAK (jotform.com) form and I still receive nothing. It is therefore only for this form that the problem exists. FYI, I received notifications without problem before



Hi Roy,

To narrow down on the issue, can you remove the Notification Email from the affected form and add it again? Once done, we'd like to ask for your permission to add our Support Email as one of the Notification Email's recipients, and then to do an actual test on your live form. Once done re-adding the Notification Email, just get back to us with your permission to do a submission test, and we can move forward with this.

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

Ok I just removed the notification email and add it then.

I've made a new test and it doesn't work.

You can add you Support Email as one of the Notification Email's for a test, no problem.

Do I have to add the support email as a recipient? If yes, what email should I add?

Hi Roy,

I’ll need a bit of time to look into this. I’ll get back to you as soon as I can.

Thanks for your patience and understanding, we appreciate it.

Hi Roy,

I made a test submission on your form while adding my support email as the recipient email, and I was able to receive the Notification Email. Take a look at the screenshot below:

I highly suggest setting up SMTP for the affected form. Let me show you how to do that:

1. On your My Forms page, click on your Profile Picture/Avatar from the navigation menu.
2. Select Settings from the menu.
3. Under the Sender Emails section, click on the Add Sender Email button.
4. Enter the SMTP details as follows:

• Email Address: Your email address.
• Host Name: The hostname provided by your hosting provider.
• Port: 587 or 465.
• Username: Your email address. Unless the hosting provider specifies a unique username, this should be the same as the email address.
• Password: The password for the given email address/username.
• Security Protocol: TLS or SSL.

If everything’s filled, click the Test Email button to confirm the SMTP works. If it works, click the Save Email button to finish the setup. Otherwise, correct the details.

Once done setting up SMTP, you can now select your email address as the Sender Email in the Notification Email Settings. Here's how to do that:

1. In Form Builder, click on Settings in the orange navigation bar.
2. Go to Emails.
3. Hover your mouse over Notification 1, and click on the pencil icon.
4. Go to the Advanced tab, and select your custom sender email from the Sender Email dropdown.

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