Troubleshooting internal email delivery - emails sent from @domain.com to @domain.com - requires different steps than external email delivery issues.

Internal delivery issues almost always stem from your mail server flagging messages as spoofing because the server does not recognize it as part of its network. This is a very common security measure to safeguard users against phishing / spoofing scams. Often a DKIM signature is sufficient to satisfy a server that an external message using the internal domain is legit, but it is entirely up to the receiving server to decide what rules to enforce.


As the troubleshooting is highly technical, you should involve your IT team.


Your contacts aren't affected

In the vast majority of cases your contacts will receive emails without issues (there are no external delivery issues) even if you don't receive internal emails. To check this, you should send tests to external emails. See below:

Rule out external delivery issues

Send test messages to several external email addresses to check if they arrive. For example if your email is something@domain.com then try sending tests to something@other-domain.com

If external emails don't arrive, see this article for troubleshooting.

Troubleshooting steps for internal delivery

Once you confirmed the issue is internal, follow these steps to troubleshoot:

As mail server configuration differs from one organization to the next, ultimately it's up to your IT team to determine the cause of the issues and make changes. Here re the most common steps to resolve internal delivery issues:

Make sure DKIM is configured for your sending domain. This step alone fixes most issues. Don't even try anything else until DKIM is in place.

If DKIM is configured and emails are still blocked or quarantined then whitelist our sending IPs.

You may also need to whitelist the sender address such as something@yourdomain.com

SPF records don't need to be changed in the majority of cases but depending on your mail server configuration you may need to add the Envoke sender envelope from email: include:lists.bettermail.ca.

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