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We recently had to change the email address for the organization.  I updated the email to which online form alerts are to be sent.  But it is not working.  No alerts/emails are being sent, when a form is submitted.  The applicant is receiving the auto response (thank you for applying...).  But no email is being sent to us.  Help!    I have gone into the list of questions about online forms, submitted forms, but the links to the user guide suggested in the answers no longer work.  

  1. Chris Eddinger

    I just had this issue too. The best way to correct it is to, go in and set an "Alert email" for each form. you can use multiple emails if needed for each form, so far this has helped keep the submitted forms coming to my email.  If you not sure how to do this: Go to features, select online forms, then from that list you will need to use the edit this form icon on the left. One the next page you will see where to enter "Alert email address" for that form. 

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5 answers

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    Patty,

    Chris has given very good general guidance in this situation.  However, as this is account specific issue, we would encourage you to open a support ticket and include the email(s) that are affected so we can help troubleshoot your specific account and email(s).


    https://rescuegroups.org/support/


    Sincerely,

    Karen


    1. Patty Meehan

      I did.   I did a support ticket early this morning, when I discovered the problem.  

    2. Patty Meehan

      Karen, someone named Levi responded to my support ticket yesterday evening.  However his question to me leads me to think he didn't understand the issue.  From his question to me, I think he thinks I am not receiving emails period (His question to me was not very clear.)  I responded to him.  Three times over the course of the evening.  No response.  What to do??   I really need to get this issue fixed.  We have a LOT of journal reminders (vet appointments, and the like) for which we depend on RG to send us those reminders.  And of course the applications.  

    3. Karen Thomas [RG]

      Patty,

      I have responded to your concerns in your ticket.

      Sincerely,

      Karen

    4. Patty Meehan

      Karen, I responded to you yesterday on the support ticket.  Please see my response.  Thank you. 

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    Not sure how long, maybe a few hours, double check yours dashboard settings too under "my settings" , and make sure those have not changed. See below. 

    Email Alerts Settings


































    1. Patty Meehan

      All of the setting are set to Email Me.  Nothing changed except the email address. 

    2. Chris Eddinger

      Ok, make sure to also check under your Organization contact information, which is found under your account administration. There maybe a chance that   "Prevent organization's email address from showing on website"  was changed to Yes, if so then that could also be your issue. 

    3. Patty Meehan

      Checked that too.  It's good there.  "No" is checked.  I have always received online forms and journal reminders with no problem, till we changed email addresses.  That's the only thing that changed.  (Thank you for your input and help.  It is helping me at least know that I am checking in all the right places.  I sincerely appreciate your input. )

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    How long did it take before you started receiving forms at the email address?  I entered it as you instructed, and i submitted a form as a test.  Nothing.  

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      Patty,

      Have not had an issue with journal entries, sorry. But would suggest that you check to make sure that your users have "journal user or admin" check are one of their security roles on their accounts, this may help with that problem.  

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        Thank you, Chris!   Done.  Paws crossed.  

        I also discovered that journal reminders are not being sent.  Have you had any issues with this?

        Patty

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