There are many factors that determine whether your emails are going to the spam folder or hitting inboxes consistently. On this page we provide details on setting up and troubleshooting inbox delivery.

There is a distinction between emails sent and delivered to inboxes. We - and other email providers - can only report on emails sent and if the email bounced. If there was no bounce then we know the email was sent but whether it's in an inbox, spam folder or elsewhere is not possible to report on.

Internal issue only?

Before troubleshooting you need to determine if the issue affects internal emails only or external emails as well. To do this, send tests to both internal and external emails. For example send tests to @yourdomain.com and also to @gmail.com and other external domains. If external emails arrive in inboxes then the issue is with your internal email setup and doesn't affect how your contacts receive emails from you.

If delivery only affects internal emails, follow the steps described on the Internal email delivery troubleshooting page

If emails don't arrive to external emails, follow the steps below to troubleshoot:

STEP 1: Is domain authentication configured?

Ensuring that under-the-hood settings are correctly configured is a prerequisite to inbox delivery. We take care and automate every setting we have control over but setting up domain authentication (called DKIM or DomainKeys Identified Mail in technical terms) needs to be completed by you. It's a one time configuration requirement. Spam filters and fraud detection software especially look for this setting.

You can read more about how DKIM works, why it's important and and how to set it up.

STEP 2: Emails aren't received at all

Even after DKIM is configured, your emails may not be sent due to

  • too many bounces (invalid email)

  • no consent (unsubscribed or expired)

  • unverified (double opt in not completed).

In this article you can learn how to troubleshoot when sent emails are missing.

STEP 3: Emails are in the spam or junk mail folder

In this case emails are sent, there is no bounce, but instead of the inbox they land in the spam folder. There are steps you can take to aid with straight to inbox delivery.

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