The form is submitted, all data is saved in onOffice, but the email notification either doesn’t arrive or is sent to the wrong person. Here are the most common causes — sorted by email type.
By far the most common cause. Our automated emails end up in the spam folder with some email providers.
Solution:
noreply@propform.io as “Not spam”propform.io as importantIf you entered your own email address under “Email notification” in the form settings, check it for typos.
If the uploaded files together are larger than 25 MB, propform will send the email without attachments. The email will still arrive, however. Check your inbox again.
> 📎 You can then only find larger files directly in the relevant onOffice record.
Some corporate spam filters block emails that are identified as “transactional” or “automated”. Speak to your IT administrator and whitelist the domain propform.io.
This typically occurs when the recipient’s email address does not exist as the primary address in onOffice, but as a secondary or tertiary email address within another record.
What propform does: If the email does not exist as a primary address, propform automatically creates a new address record with this email so that the message reaches the correct person.
Consequence: You may have an unexpected new address record in onOffice. This is intentional.
📖 More on recipient logic: Email in propform
The propform API user needs permission to send emails via the onOffice API.
Solution: Check API permissions — see onOffice API user permissions.
If you have selected an onOffice email template in the form settings, check whether the API user is permitted to access the template — record permissions may prevent this.
📖 More on record permissions: My form is not writing any data
A working outbox must be configured in onOffice for the relevant users. If this is missing, onOffice will not send the email.
Please email us at hello@propform.io with the following information: