Why is AT&T blocking emails from Jotform? How do we fix this?

Hello @Printninja, we're happy to help with some troubleshooting steps to resolve your Email experience.

Check on the settings of your firewall, antivirus programs, and anti-spyware software. They can cause a conflict with email programs and web browsers. Disable them one at a time and try to access your email. Don't forget to turn them back on once you know they aren’t causing the problem. In addition, try the below steps if you are unable to receive certain emails. 

• Make sure you’re using the correct recipient email address. If you aren’t, you may get error messages like Failed Delivery or Problem Found - Message Not Sent.
• Sign out of your email account, and then sign back in.
• Check your spam folder for missing messages.
• Review your settings. Select the gear icon, then check:
  • Blocked addresses: Make sure you aren’t blocking addresses you want to get email from.
  • Filters: Check that emails are going to the correct folder.
• Verify that your browser accepts cookies. Then, clear your cookies and cache. You’ll find this info in your browser's Preferences, Settings, or Options menu.
• Enable JavaScript, and make sure it’s up to date. You’ll find it in your browser settings or options.
• Disable browser tools or add-ons to see if they’re causing issues with email access.
• Enable Adobe Flash Player, and make sure it’s updated.

Once you have checked your email settings and connectivity. You can find additional troubleshooting steps on our Email help page. If it is only one email that you are not receiving emails from, we encourage you to check the receipent information Jotform has on file. Let us know if you have any questions. Thank you for contacting AT&T Community Forums.

Alasani, AT&T Community Specialist 

Check on the settings of your firewall, antivirus programs, and anti-spyware software. 

- I do not use a firewall, or any anti-virus or anti-spyware programs. This has nothing to do with my computer. 

Make sure you’re using the correct recipient email address. If you aren’t, you may get error messages like Failed Delivery or Problem Found - Message Not Sent.

- Absurd suggestion. The email address is correct.

Sign out of your email account, and then sign back in.

- Another ridiculous suggestion. The issue has been ongoing for years.

Check your spam folder for missing messages.

- My spam folder is empty.

Review your settings. Select the gear icon, then check:
Blocked addresses: Make sure you aren’t blocking addresses you want to get email from.
Filters: Check that emails are going to the correct folder.

- None of Jotform's email addresses are blocked, and I am not filtering them.

Verify that your browser accepts cookies. Then, clear your cookies and cache. You’ll find this info in your browser's Preferences, Settings, or Options menu.

- This has nothing to do with being able to receive email in the browser. I have Microsoft Outlook configured to download my att.net emails directly from the att mail server.

Enable JavaScript, and make sure it’s up to date. You’ll find it in your browser settings or options.

- JavaScript is enabled, and having it disabled would not prevent emails from arriving.

Disable browser tools or add-ons to see if they’re causing issues with email access.

- The issue is independent of the web browser.

Enable Adobe Flash Player, and make sure it’s updated.

Adobe Flash was deprecated on December 31, 2020

Please escalate this question to a senior support agent/specialist who actually knows how to solve email delivery problems. I don't need a bunch of useless canned suggestions. If the problem could be fixed on my end, I would have done it a long time ago, and not have created this post.

Thank you for reaching back out @Printninja.

This trend has been escalated. Our engineering team is aware of this and is actively working on a resolution. We don't have an estimated time frame for the resolution right now, but you can check in with us at a later time for an update.

If you need help with anything else, don't hesitate to reach back out and let us know. Thank you for visiting the AT&T Community Forums.

Alasani, AT&T Community Specialist 

@tonydi  Believe it or not, I just became aware of the existence of this forum about a week ago.

So you've never had the "pleasure" of calling in and spending hours on the phone getting passed around, only to get zero results?

If Jotform blames AT&T (well, Yahoo actually), did they provide anything that shows why, bounce notices, etc?  That could be helpful information.

It's weird that this is still happening two years down the road.  Normally a site might get on a block list but if they behave themselves they eventually earn their way back to unblocked.  Jotform doesn't appear to have been naughty in quite some time, doesn't appear on any block list and have a good reputation.

I'm actually surprised ATTHelp hasn't come back with their boilerplate answer which is to send an email to abuse_rbl@abuse-att.net and then a link to this page.

Most of the time that's just another black hole.  You can try that, or maybe post in the AT&T Business Community forums.  https://bizcommunity.att.com

@tonydi  I see you are well versed in dealing with the standard "outsourced-to-India/Pakistan/Philippines" customer support that most large corporations employ these days. 

Jotform did blame AT&T. I already emailed AT&T at abuse_rbl@abuse-att.net  and got the standard "we apologize and we'll look into the problem" response.

I've checked Jotform's email ([email scrubbed]) deliverability on mxtoolbox.com and it appears to be good.

The odd thing is, I have email accounts @yahoo.com and those accounts receive email from Jotform. My att.net email is the ONLY email I have that is not receiving emails from Jotform. According to Jotform, they're not bouncing back, either. It seems they're just "lost in cyberspace."

Jotform's final suggestion was to use my own SMTP server instead of theirs. 

I'll try posting in bizcommunity.att.com (not that I'm optimistic.) 

Thanks for your suggestions. 

1. Go to the Banned Addresses page.
2. Select the email address you'd like to remove from the Banned Addresses list.
3. Highlight the address.
4. Select the Remove button and then select Save. This will remove it from your list of blocked senders, and you can receive email from that address again.

You blocked that address or that address is a malware for your PC.

1. Go to the Banned Addresses page.
2. Select the email address you'd like to remove from the Banned Addresses list.
3. Highlight the address.
4. Select the Remove button and then select Save. This will remove it from your list of blocked senders, and you can receive email from that address again.