Jotform Bounce List

Question

My hotmail email keeps getting put on Jotform's bounce list so I can't receive notification emails when a client fills out a form.

I've removed the email several times from the bounce list and as soon as I send a test email, it gets put back on. Jotform says my ISP is blocking the emails, despite jotform being on my safe senders list and not in my block list.

I believe they're right as I attempted to send a notification through jotform to my other hotmail account and it was never received, but sending the notifications through to a gmail account works no problem. I tried forwarding other info via email from jotform and that's also not coming through to my hotmail accounts.

Emails are not showing up in my hotmail junk folders, they're simply not coming through at all. My junk mail settings are at the minimal setting.

I was having no problem receiving jotform notification emails to my hotmail account up until today. I'm receiving emails from other senders with no issues as far as I know.

I need to fix this ASAP. Thank you.

Answer 1

Hi Tara Dupuis,

Welcome to Microsoft Q&A.

If Jotform re-adds your Hotmail/Outlook.com address to their bounce list immediately and you never see the messages in Inbox or Junk, that typically indicates the messages are being rejected during delivery (SMTP) before they reach your mailbox. In that case, Safe Senders/Junk settings won’t help because the message isn’t being delivered.

Here are the next best steps:

1) Get the exact bounce/NDR details from Jotform (most important)

Ask Jotform for the full bounce log from a test send, including the SMTP error code (for example 550 5.7.x / 451 4.7.x) and the message text. That code tells us whether this is a temporary throttle, policy block, or sender reputation/authentication issue.

2) If the NDR mentions a blocked sending IP

Jotform (as the sender) can use Microsoft’s Anti-Spam IP Delist Portal to request delisting of the sending IP listed in the NDR: https://sender.office.com 

Note: As the recipient, you may not have the sending IP; Jotform will need to perform this step.

3) Alternative approach you can control: Use a custom authenticated sender (SMTP)

To avoid reliance on Jotform’s shared sending infrastructure, configure Jotform notifications to send through your own authenticated SMTP/custom sender (or temporarily route notifications to Gmail until delivery stabilizes). This is often the fastest way to stop repeat bounces.

Note: If you have two-step verification enabled and the SMTP client doesn’t support it, you may need to create and use an app password instead of your normal password.

For reference: How to get and use app passwords

Share the exact NDR back here

Once you have the SMTP code/text from Jotform, please reply with it (remember to remove personal info). We can then confirm the most likely cause and the most direct fix.

Please let me know if this proves useful to you, or if you would like further assistance.

I'm looking forward to your reply.

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Answer 2

It sounds like your Hotmail email is being incorrectly flagged as a bounce by Jotform, which can happen if your ISP is blocking the emails or if there are issues with the email configuration. Here are some steps you can take to troubleshoot and potentially resolve the issue:

1. Check with Your ISP: Since Jotform mentioned that your ISP might be blocking the emails, it may be helpful to contact them to see if there are any restrictions or issues on their end.
2. Review Email Settings: Ensure that your Hotmail account settings are configured to allow emails from Jotform. Even if Jotform is on your safe senders list, double-check that there are no other filters or settings that might be affecting email delivery.
3. Use the Delist Portal: If you believe your email address is being blocked incorrectly, you can try using the delist portal provided by Microsoft to request removal from any potential blocked lists.
4. Test with Other Email Providers: Since you mentioned that emails are being received on your Gmail account, continue testing with different email providers to isolate the issue to your Hotmail account.
5. Check for Non-Delivery Reports (NDRs): If you receive any NDRs when trying to send emails from Jotform, review the error messages for clues on why the emails are being blocked.
6. Contact Jotform Support: If the issue persists, reaching out to Jotform support may provide additional insights or solutions specific to their service.

By following these steps, you may be able to identify the cause of the issue and restore email notifications from Jotform to your Hotmail account.

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References:

• External senders - Troubleshoot email sent to Microsoft 365
• Email notifications from sharing events aren't delivered to recipients