Emails

I am not receiving email responses even though I am a collaborator!

Adding a collaborator does not mean that they receive responses immediately. You need to add them as recipients in the form's settings.

What do I do in the event of an email bounce?

1. Check if the emails have full mail boxes and free up capacity immediately (e.g. by archiving old emails).

2. Add an email address with spare inbox capacity to your form’s email recipients, under Settings > Email Notifications.

3. Check if the form has been CLOSED under Settings. If so, make your form OPEN again.

4. Submit a test response on your OPEN form, and check that you receive it.

5. Retrieve the results from FormSG directly using the secret key.

How do I ensure my form responses will not bounce?

If your mailbox is full or your email address is no longer valid, form responses will bounce and be permanently lost. Here are some ways to prevent this:

1. Set up auto-archiving on your mailbox to ensure that your mailbox will never hit full capacity.

   You can set up auto-archiving in your Outlook by navigating to File > Options (left) > Advanced (left) > AutoArchive Settings (right). Run AutoArchive as often as you expect your mailbox to be full - if you expect high response volume, you can run AutoArchive every day.

2. Enter 2 or more email addresses where responses will be sent, for all your forms.

   You can find this setting by logging in to form.gov.sg, clicking on your form, navigating to Settings > Emails where responses will be sent.

3. If you are leaving your department, make sure to update “Emails where responses will be sent” so that form responses will go to a colleague after you leave.

What is the purpose of the JSON at the bottom of the email?

We provide the JSON for any custom automations admins wish to build (e.g. RPA, integrations to CRM systems) when receiving their email notifications.

There is currently no way to remove the JSON at the end of the email notifications.

If you wish to send email notifications to your form respondents without the JSON, you may explore sending email notifications, you may exploring setting it up in Plumber. (Guide to set up here)

Why are my form's email notifications not being sent out at all?

If you have manually keyed in email addresses under Settings > Email Notifications and notifications are not being received, there may be hidden or invalid characters in the email addresses. To fix this, try the following:

1. Delete the existing email addresses in your form's email settings.

2. Paste them into a plain text editor (e.g. Notepad) first, then copy from there and paste into the form. This strips out any hidden characters.

3. Submit a test response to verify that notifications are coming through.