Autoresponder emails tied to conditional logic stopped sending

Good afternoon

The reply emails when a form is filled in are not being sent.

When a customer fills in the Saes Professional Services form, they receive a reply email according to the service they have selected and this email is no longer being sent. This function stopped working last week (Tuesday).

The same thing is happening with the Internal Services Request form: the form was configured so that when we selected an employee to perform the service, they would receive the information they had filled in by email, but this is not happening.

I've checked all the form's parameters and nothing has been changed, i.e. it's stopped working for no reason.

I'm sending the link to:

Internal request responses : Internal Service requests - Jotform Inbox (when filled in with the employee's name he should automatically receive an email)

Link to Saes Professional Services : SAES Professional Services - Jotform Inbox ( when the customer fills in the form, a reply email should be sent with the information that has been configured)

Hi Alessandra,

Thanks for using Jotform. I’ll need a bit of time to look into this and do some tests on my end. I’ll get back to you shortly.

Thanks for waiting Alessandra.

I cloned and tested your two forms and I was able to receive the autoresponder emails. Here's the autoresponder email I received from the cloned version of the "SAES Professional Services" form:

And here's from the cloned "Internal Service requests" form:

For the "SAES Professional Services" form, the emails there are tied to a conditional logic based on the selected form language and the answer from the "Qual destes serviços você teria interesse em saber maiores informações?" field. Can you share which options have you selected on the submission where the autoresponder email was not sent?

And for the "Internal Service requests" form, you have a conditional logic tied to the "Confirmed E-Mail" field that is used as the recipient for the email. This means that if the selected service is not equal to either "EOS" or "COS", the email field will be hidden from the form and the autoresponder will not be sent to anyone.

For those submission entries that didn't receive an email, can you verify if their answer for the "What service should be done?" field is not equal to "EOS" or "COS"? If so, then this is probably the cause why the email wasn't sent because the Email field was hidden and there was no recipient set.

Let us know if you have any other questions.

Hi Gilbert, how are you?

Thank you very much for the quick reply!

Regarding the problem with the internal request - I seem to have solved the problem according to the information you gave me.

Regarding the form - Saes Professional Services - If you select any language ( Portuguese, English, Spanish ) and select the service on the page " Which of these services would you be interested in knowing more about?* " as being Change of status or extension of status , jotform is not sending the reply email that should be automatic.

Can you help me solve this problem?

I've tested the other services and they seem to be working.

Hi saes.professionalservices, 

Thanks for getting back to us. I checked your email logs, and it shows that the conditional Autoresponder Email that you created is being sent if the user chooses 'Change of status or extension of status'. The email logs also shows that emails are also sent for the test submissions that you recently made. Check your spam or junk folder if you can't see the email on your inbox. If you're still unable to see the emails, let us know the submission ID, so we can check it further. You can also check your email logs within your account. Let me show you how you can do that:

1. Go to your History tab.
2. Specify the date.
3. Click the All Actions dropdown.
4. Select Emails.

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

Hello, good morning

Here are the numbers of some IDs (that I filled in and others that the customer filled in the form and did not receive the reply email):

5745971697125483286

5744926907514349852

5742531673531265871

5742336214711927533

5746531277122398640

(You could check any ID that s related to extension of status for the past 4 weeks and the response email was not sent).

When you fill in the form requesting information on extension of stay: Portuguese or Spanish - the reply email is sent.

When you fill in the form requesting information on extension of stay: regardless of the language, the reply email is not sent.

This problem has been happening for a few months now. Sometimes the client fills it in and receives the reply email and sometimes they don't. However, for some months now they have stopped receiving the reply email and we have been sending them manually.

Could you help me solve this problem?

Observation : We always have checked our spam/junk folder (that's a standard procedure ) and we have always request for our clients to do the same thing.

Hi Alessandra,

I was able to replicate the issue on my cloned form. After several tests and some research, it seems that the reason why the email is not being sent is because there are words in the email that are in our red flag words list such as "bank" and "password". These words are usually used by phishers in the emails they're sending to users so any emails that contain these words won't send.

On my cloned form, I removed these words from the autoresponder email tied to the condition for using English as the language and the "Tourist Stay Extension" option and I was able to receive the autoresponder email.

I've whitelisted your account so can you try doing a couple of test submissions again on the form where the language is English and select the "Tourist Stay Extension" option? Then, check if you'll then receive the autoresponder email.

If you're still not receiving it, you'll have to remove the offending words (bank and password) from the body of the email.

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

Thank you so much for the explanation!!

I changed the information where it appears bank and password and even so I still don't receive the reply email for extension of status in English. I did the test and was able to get it to work:

- the reply email for when the language is selected in Portuguese was sent,-

1.           The auto reply email for when the language is selected to English - still not being sent

I tried different email accounts ( rsaesm@gmail.com and saesprofessional.ricardo@gmail.com) and none of them worked for the auto-answer/reply in english

2.           The auto reply email for when the language is selected for Spanish - still not being sent

For change of status:

• 1.           it seems to be working now

I tried different email accounts ( rsaesm@gmail.com and saesprofessional.ricardo@gmail.com) and none of them worked for the auto-anwer/reply in English

I did several test today and it still did not work

I did exactly as you mentioned and removed " bank " and password and it seems to have for " change of status but not for extension of status.

Could you help solve this problem,please ?

Hi Alessandra,

Thanks for reaching out to us for help. I am currently investigating on your issue and need more time. I will get back to you shortly.

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

Hi Alessandra,

Thanks for getting back to us. I cloned and tested your form. I was able to receive the autoresponder emails for English and Spanish. Here are the screenshots:

Would you allow us to do a test submission on your actual form to see if the issue will reproduce?

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

Good morning

Please do it !

I 've been trying to fix it the wentire day yesterday and it didn't seem to work.

I just did a text again this morning and still did not get an auto answer reply

Hi Alessandra,

Alright, please give me a moment while I look into this and do some tests on my end. I'll get back to you shortly.

We appreciate your patience.

Thanks for waiting Alessandra.

I did a test submission on your form and I also didn't receive the email. Upon further checking, I saw that you're using a custom sender address saes.professionalservices@gmail.com for the "Extension of Stay- English" Autoresponder email. Can you go to that email's settings and under the Advanced tab, change the Sender Email to noreply@jotform.com? After changing the Sender Email, click Save.

Then, do a couple of test submissions again on the form and see if you'll receive the email. On my cloned form, I was able to receive the emails when the form language was set to English and Spanish. I'm also using our default email sender noreply@jotform.com.

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

Good afternoon, Gilbert.

I have no words to thank you enough for what you have done.

Thank you

and thank you for all your team.

Great Job