Follow-Up Email is Not Sending Emails

Hi ​@Mel1 Thanks for stopping by the community! This might be an easy miss, but did you happen to click the publish button after making any changes on your form? 

Hi ​@Liz ! 

Yes I did. I also checked the trigger set to make sure it was on the end page where it will trigger the email notification. Double checked the emails that they were correct and they were. It looks like the email notifications stopped sending in mid-April as we have received complaints that they aren’t being notified when responses come through and they know someone took the quiz.  

I did a test where I duplicated the quiz again, redid the trigger + email follow up and it was able to send through the email notification today. Nothing else changed. If I have to duplicate the quizzes and manually add in the triggers, etc. all over again - that would be very time consuming. There’s over 100 quizzes launched that would need to be redone. 

Something odd I did notice with the new workflow update - it has changed the ending scene answer. 

The follow up email is also different now too. 

Hi ​@Liz, 

I checked this morning and now ALL of the quizzes I have are no longer sending out follow-up emails. I even started duplicating some quizzes yesterday but now none of them work! I know that when you duplicate you have to redo the trigger/action which is what I am doing but now it’s not sending at all. 

Is there a chat support with a human this can be sent to? I have a ticket but there’s been no movement and this is urgent. 

Thank you, ​@Mel1 ! I’m checking with our technical team on this, as I know they’ve spotted a few issues recently with follow-ups, and I’m wondering if that might be the case with this. I’ll report back shortly!

Hi again, ​@Mel1 ! It does look like this was related to an issue that they found, and I see that our support team reached out about this. If you’re still experiencing the issue, please let me know!

I am also experiencing follow-up issues. I’ll comment on this thread as I saw Typeform staff engage with it.

We have one Typeform, one with two exit pathways. Pathway A gets full email notifications, notifications through webhooks. Pathway B, which is set up EXACTLY the same as Pathway A, does not get any notifications upon submit -- at all.

I’ve re-did the forms, I’ve tried what is possible from the perspective of the end-user. No other resources or similar issues seem to be reported online, with the exception of this one perhaps.

​@Megan 

Here’s the reply I received from tech support on this: 

We recently experienced a technical issue that temporarily affected email notifications with conditional triggers, which may have impacted your setup. While that issue has since been resolved, your current trigger might still be affected.
 
Since your form only has one end screen, I recommend changing the trigger for your email notifications by selecting “Any full response” instead of using conditions, as visible here: Screenshot.
 
This should ensure that the emails are sent every time someone completes the form.
 
Please give this a try and let us know if the email notifications start coming through as expected.

Tech support took longer to reply so I ended up finding the solve to change it to just to any full response since I noticed the ending scene answer was different from what it was originally. Unfortunately that meant having to change triggers for over 100 quizzes :( not fun and and very stressful day for me!

Try the chat and wait to see if you can get an actual representative to talk to you about the problem - they may be able to escalate it faster.  

For future I recommend subscribing to https://status.typeform.com/ and it will email you when maintenance is happening and status updates. After this whole fiasco I am on high alert for these since you won’t get notified if your quizzes are effected or not until they all break.