Kan sommige e-mailmeldingen niet ontvangen

Beste,

Wij hebben Jotform gebruikt om onder andere een service formulier aan te maken die we op onze website geïmplementeerd hebben. Wij hebben het zo ingesteld dat alle aanvragen naar 2 bepaalde e-mailadressen verstuurd worden. Dat lijkt/leek prima te werken.

Ik kreeg zonet een mailtje van een klant die bevestigde het formulier te hebben ingevuld, echter zag ik maar niets verschijnen in mijn mailbox. Ik ben dan naar Jotform gaan kijken en zie hem in de inzendingen wel staan...

Dit is heel lastig, want die inzendingen worden nooit bekeken en wij vertrouwen enkel op de e-mails die binnenkomen.

Hoe kan het dat er af en toe eentje uit de boot valt?

Het voorbeeld waarover ik het heb, gaat over een inzending van vandaag 27/6 formulier Klantenservice - (nummer 84).

Onze e-mails hebben we telkens genummerd met EKLA/240x waarbij x dan overeenstemt met nummer inzending.

Ik heb nu even in mijn mailbox gekeken en daar zie ik plots gaten bij o.a. volgende nummers

79 - 73 - 68 - 56 - 52 - en nog 7 andere ...

Kan iemand mij aub vertellen wat er daar misgaat en wat ik moet doen om er zeker van te zijn dat ik erop kan vertrouwen dat elke inzending binnenkomt ...

Alvast dank

Hi Alexia,

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 going back to your question, can you provide us the link of your form so we can clone and see if we can replicate the issue? Sometimes email address block Jotform emails. When too many emails come from the same address, email providers can take this action to block messages.

You might want to check out this guide about Why You're Not Receiving Email Notifications. I also recommend you to Whitelist Jotform IP Addresses and Domains.

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

HI Angelica,

Thanks for your reply. Does this helps? https://eu.jotform.com/build/232321669181051

Hi Alexia,

To clarify the issue, are you not receiving the notification email? When I cloned and tested your form, everything worked the way it was supposed to. Take a look at the screenshot below to see my results:

I also found out that you numbered each email with EKLA/240x in the email:

Are you not receiving some of them? Can you check your Spam/Junk folder and see if the email is there? As for the other submission, it's possible that there's just a delay in sending the notification email. I suggest removing the Notification Email from your form and adding it again. 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 Email.
4.  While you're still under the Emails tab on the left side of the page in Form Builder, click on Add an Email.
5.  Next, select Notification Email.

If you know the number of the email you did not receive, you can see from the Account History Logs whether that email was actually sent. Let me show you how:

1.  On your My Forms page, hover your mouse over your Avatar and click Settings.
2.  In the list that pops up, scroll down and click on History.

We also recommend adding noreply@jotform.com  to your mailbox's contact list to prevent it from blocking emails from Jotform. Another way is to Whitelist Jotform domains and IPs in your web/email host to ensure that all the emails sent to you will be received successfully. Can you try it again and see how it goes? If you run into the same issue again, let us know, and we'll do some more testing to see what's going on. 

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