05/21/2014: IMPORTANT UPDATE
We've learned the issue described below is affecting other mail providers beyond Yahoo. If you are not receiving email notifications of a new form submission and have confirmed it's not in your Spam folder, please try applying the recommended fix below.
A problem has been discovered that prevents clients using a Yahoo email address from receiving a copy of form submissions or a notification of any kind from the Form Sentry system. We've discovered that this is due to some new anti-spam changes that Yahoo (and other email providers) recently made to their policies and mail system. Please understand that this is not effecting just FormSentry but mailing lists and form processors all over the internet.
How to fix it...
To work around the problem, you just need to tweak your form's email settings so submissions are sent from an address that exists on the Form Sentry server instead of being set to your user's email address (which is what's causing Yahoo and others to reject it, as they think the message is being spoofed). The 'Why This Works' section further below provides a more detailed explanation that I recommend reading.
The change is very easy to apply and can be done by following the steps below:
- Login to your Form Sentry dashboard
(If you don't know the login, check your 'Account Information' email. If it's not there or doesn't work, open a support ticket to have it reset)
- Click on the name of the list being affected to expand sub-menu options
(Your main booking form sub-menu is probably already expanded by default)
- Click on the "Emails" link below the form title
(This will take you to the Email Settings area, which is where you specify the address notifications are sent to)
- Click on "More Options" under your email address
(Within the first section that reads "Send Notification Emails to My Inbox")
- Select "firstname.lastname@example.org" or "email@example.com" from the drop down next to "From Email Address"
(which email you see will depend on which domain your form is hosted on)
- Click "Save Changes" at the top
(You'll be redirected to the dashboard page after the save is complete)
- If you have more than one form in use...
Repeat steps 2 through 6 to make sure the work around is in place for all of them. Also, if you have a notification also being sent to visitors when they submit a form, it's recommended you apply the same fix above for that email they receive. This is done by following the same steps above, but instead of the 'more options' link in the first section, click the one in the second block, which reads "Send Confirmation Email to User"
Why This Works (the technical jargon):
The change on Yahoo (and other mail providers) is an anti-spoofing policy. They're rejecting mail that use a 'From' email address that's different from the actual mail server the message itself was sent sent from, as this is a very popular method employed by most spammers. Unfortunately, setting a custom 'From' address that is different from the originating mail server is also a very common method used by safe and legitimate form processors, as it allows you to hit 'reply' on a form submission and have the email default to whatever address the user provided in the form.
The reason the above fix works is because setting the 'From' email to an address that exists on the Form Sentry server allows Yahoo and other providers to know that the message isn't being spoofed by a malicious 3rd party. Unfortunately, a downside of this fix is that you'll need to manually enter the user's email address when you hit reply on a submission, as it will default to the Form Sentry email address instead of the one provided by your visitor (this is also covered below under 'What You Also Need to Know').
What You Also Need to Know:
One unfortunate consequence of this fix is that hitting 'reply' to a form submission you receive will send your response to Form Sentry instead of the email your client provided. To work around this, just be sure to replace the Form Sentry email in the 'To' field to the the email to the address your user provided. If a reply is accidentally sent to the Form Sentry system, you should receive an error message back about needing to re-send your message to the correct person, but it's best to try and avoid this...as it's common for those types of bounce back messages to be delivered to spam because it's a system generated message.
Preventing Form Submissions or Notifications from going to Spam:
If you've applied the fix and find that submissions are being delivered to your spam folder, add 'firstname.lastname@example.org' or 'email@example.com' to the contacts area of your email provider (or manually white list the address if you have that option in your mail client). This should cut down on instances of submissions being flagged as junk, as it's coming from an email address you've specifically white-listed or added to contacts. If you're not sure which email to white list, just look at the URL of your form to see if you're on the .com or .net domain.
How to View/Recover Missed Forms
If you suspect that there are form submissions you never received because of the problem described above, you can login any time to your Form Sentry dashboard and click the 'Entries' link in the sub-menu below your form title. This will take you to a page that shows copies of all submissions successfully filled out in the last 30 days. If there is a submission you see here that was never delivered to your inbox, click on it to go to the entry details page and then use the 'Email' link to re-send that submission to your email address. The database copies are saved for 30 days in your Form Sentry account. After 30 days (from the date the form was filled out), the data is erased from the database for security reasons.
If you have any questions or problems with the steps above, please submit a support ticket by emailing firstname.lastname@example.org