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My sender's email is not being accepted or emails are not firing/landing
My sender's email is not being accepted or emails are not firing/landing

Troubleshooting Sender Policy Framework (SPF) record issues

Sonya avatar
Written by Sonya
Updated over a week ago

Common SPF set up issues

To set up a Sender's Email, you must first set up a Sender Policy Framework (SPF) in your Domain Name Service (DNS). 

If you're having trouble setting up your Sender's Email, here's a few possible reasons: 

  • You're using a public email service provider (such as Gmail, Yahoo, etc.) - These do not work. The sender's email must be tied to a domain that you own. 

  • You're setting up the record incorrectly by either attaching or leaving out the v=spf1  or ?all  at the end of your record. 

  • If you already have the above in place, you must only insert into the existing SPF record that's in place. 

  • Your SPF record should be a TXT record with the Host set to "@"

  • If you're using WIX, leave the host name blank.

  • If your DNS has a different/non-standard way of setting an SPF record, we advise consulting with your DNS provider for details.

Using DMARC?

A possible solution is to send emails from a subdomain (e.g., create the appropriate SPF record, and then create a more relaxed DMARC record, specifically for that subdomain.

For example:

Emails not firing/landing

If your emails are not firing, this may be due to one of the following:

  • SPF record is incorrectly set - Refer to the above section for possible solutions.

  • Email is being pre-sorted by user's email service - The email is firing, but is being sorted in a different section of the inbox. We advise checking "All Mail" and other folders, to see if messages landed somewhere unexpected. We advise using the inbox's built-in search functionalities to locate messages.

If none of the above instances apply to you, you can contact our support team for further support. Please let us know the email you expected a message at so our team can conduct an investigation into the matter.

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