We have identified a bug in some email programs that ignores the “Reply-To” contact and requires the couple’s email address to be manually entered.
For members using the affected email programs, clicking reply on a couple’s “Contact JP” message sends their response to firstname.lastname@example.org instead of to the client’s email address. This issue is only impacting a small number of members and is generated by these member’s email program.
The good news is these emails are not lost. Since they go to email@example.com we can (and do) forward these messages back to the impacted JPus members.
If you receive a forwarded reply from us, please follow the suggested steps listed in the solution below.
Current systems known to be impacted by this issue:
- – AOL Mobile Phone App
Note: This issue appears to only impact members that are using the AOL mobile phone app. This issue is not present when using either of the following methods:
a) Web browser (mail.aol.com).
b) Third-party app or program (ex. iPhone or Android mail app, Outlook, Windows Live, etc.) For instruction following the link below.
Instructions for adding an AOL Mail email account to common email apps.
- Yahoo Mobile Phone App
This error is generated by the replying email program, so we may not be able to resolve this completely for all applications, browsers, and operating systems.
Solution – A Workaround:
For members using impacted email program or mobile app, please follow one of these solutions:
- When replying please Copy and Paste the contact’s email address directly into the “To” box of your reply. The correct email address is located in the body of the original email message.
- Clicking the contact’s email address starts a new message.For most email clients, the contact’s email will be an active link. Clicking this link will start a new message addressed to the client contact.Note: This solution does not work like a standard reply. The body of the new message will NOT include a copy of the original message and the new message will NOT be included in the original email chain. But it WILL insure the proper email address is in the “To:” box.
- You can also use a different email program to reply to these messages. If you are using a phone app version of your mail service and are experiencing this issue, we advise replying through the webmail (via web browser) version of your email service or a third-party program or app (ex. iPhone or Android mail app, Outlook, Windows Live, etc.)
We also suggest the following steps for members experiencing this bug:
- A current or future update to the affected program may resolve this issue permanently. Therefore, it is important to make sure your system and applications are up-to-date. This includes your operating system on your computer or device (ex. Windows, Mac, iPhone, Android), email Client/Program (examples include Apple Mail, Outlook/Outlook Express, and Opera. Phone email client examples include apps for Gmail, AOL, and Yahoo.)
- Review your mail client’s sending and replying settings to ensure they are correctly configured.
We are continuing to explore options on our end to make it easier for the impacted members.
If you are a member impacted by this issue, we will forward the affected reply to you along with a reminder about the suggested workaround. To prevent this from happening again and to guarantee prompt delivery of your response, please Copy and Paste, the contact’s email address directly into the “To” box of your reply. You can also use a different email program or the webmail version of your email service to reply to these messages.
Why does this happen?
When you receive a contact through the “Contact JP” form located on your public profile, an email is generated and sent through our system. This email contains a header that tells your email service who sent the email (firstname.lastname@example.org) and who to reply to (client contact).
Example of email header generated by “Contact JP” form:
From: contacts_name <email@example.com>
Reply-to: contacts_name <firstname.lastname@example.org>
Typically, a reply should go to the email address listed in the Reply-To area of these headers. In this case, it is the client contacting a member through the form. However, how this is handled is at the discretion of the replying email program (e.g. AOL, Yahoo). Some email programs ignore the “Reply-To” and send to the “From” email address instead.
An email program can ignore the “Reply-To” address for several reasons. The primary reason is an attempt to protect the email user and recipient from an attempt to use the system maliciously. Since the “From” and “Reply-To” email addresses of system generated emails are often different, this may trigger a security protocol through the service, even when there is no danger present. Other reasons can include “bugs” in the email program; misconfigured software settings; and outdated programs/applications, operating systems, or web browsers.
If you are a member experiencing this issue, please use the workaround outlined earlier in this article.
Below are a few terms to help make this topic easier to understand.
Email Service Provider:
A company that provides email accounts and email servers to send, receive, accept and store email.
Examples of Email Service Providers Include:
- Email provided by an Internet Service Provider (ex. Verizon, Comcast, AT&T, etc.)
- Free and Premium Web Mail Services (ex. Yahoo!Mail, Google, Gmail, Microsoft Outlook, etc)
- Email provided with a web hosting package (ex. GoDaddy, HostGator, Network Solutions, etc.)
This is a software application that is installed or built-in on your computer or mobile device. This software retrieves email from the email service provider servers and allows you to read and send email from your computer or device. Email clients often store email messages on your computer or device allowing you to access these messages even when you are not connected to a internet service. When using email clients, the user will have to configure the program or application by providing login credentials (username and password) and may also have to provide POP or IMAP settings to access their email. Email clients are also known as email programs and email applications.
Examples of Email Clients Include:
- Apple Mail (default email client on Apple Mac including iMac and MacBooks)
- Default/Built-in Mail App for iphone or Android phone
- Outlook – Microsoft Office program
- AOL, Gmail, and Yahoo! Mobile Apps for iPhone or Android phones
Webmail/ Web-based Email:
This refers to accessing an email account through a web browser (ex. Internet Explorer, Firefox, Google Chrome, Safari). Messages you send and receive using webmail are stored on the mail server of your email provider and require access to the internet to view, reply, or compose new messages.
Examples of Webmail Include:
- Webmail provided by Internet Service or Hosting Package and accessed through a web browser