SMTP: Some Notification Emails are missing

We kwamen erachter dat niet alle inzendingen die wij zien in de tabel in Jotform daadwerkelijk worden gestuurd naar het mailadres dat eraan hangt. Wat kan hier aan de hand zijn?

Hi Communicatie_NPO,

Thanks for reaching out to Jotform Support. Unfortunately, our Dutch 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 Dutch, 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, coming back to your question, can you confirm if you are referring to this form? If so, can you check the missing email in your Spam folder? If the emails are still missing? Can you provide the submission IDs of the affected ones? Here's our guide on Where to Find the Submission ID.

Let us know if there’s anything else we can help you with. 

Hi Rose,

Yes, that is the form. The mails are not in the spa folder.

Here are a few of the ID's:

• 5905357600491631201
• 5905312902025013775
• 5905312804561723488
• 5905312233423349136
• 5905311294912829211

Thank you for looking into it!

Hi Communicatie_NPO,

Thanks for getting back to us. I checked your form and I don't see any email conditions that may stop the emails from sending. Also, the recipient of the email which is service@npo.nl is not on our bounce list. If you're experiencing intermittent email issues, I would suggest that you remove the existing email template and generate a new one. Let me show you how:

1. In Form Builder, in the orange navigation bar at the top of the page, click on Settings.
2. Click on Emails on the left side of the page.
3. Hover your mouse over the notification email and click on the Trash Bin icon to delete it.
4. Confirm the deletion.
5. Click on the Add email button and choose Notification Email.
6. Click on the Save button.

If the issue persists after creating a new email, you can use your own email server to send your form emails by setting up your email SMTP. Let me show you how:

1. Click on your Avatar which is located in the upper right side of the page.
2. Click on Settings.
3. Click on the Add Sender Email button.
4. Set up the SMTP credentials that you'll get from your email provider.
5. After the SMTP of the new email has been set up, open the Form Builder and open the email settings. you will see the email available on the dropdown when setting up the sender email on your autoresponder or notification emails.

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

Hello,

We did the above suggestions, but unfortunately still have this issue. Do you have any idea what else it could be?

Naduah

Hi Naduah,

I checked your form with ID 240153667223351 and was able to see that you are using your SMTP to send Notification Emails. Please note that when the sender email of an email alert in a form is set to be sent via SMTP, it is not being sent from our server but from the SMTP server. So, I would suggest that you check the status of the emails with your IT/Admin or with your email service provider to see what happened to the email notifications sent through your form submissions.

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

1. In Form Builder, in the orange navigation bar at the top of the page, click on Settings.
2. In the column on the left, click on the Emails tab.
3. Next, hover with your mouse on the Notification Email and click on the Pencil icon to edit it.
4. Click on the Advanced Tab, scroll down to Sender Email and in the dropdown menu select noreply@jotform.com.
5. Finally, click on Save at the bottom and test your form again.

If after testing your form again, you will be able to receive the Notification Email, then the issue is with your SMTP.

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