We know how important sending emails is to your organization’s operations and how frustrating it can be when your emails aren’t being sent correctly from our platform, so we’ve put together a comprehensive troubleshooting guide to help you resolve email delivery issues sooner rather than later.

The Basics

• All emails sent from our platform are sent through the Sendgrid service.
• All emails sent from our platform will come from the public IP 167.89.59.142 – This is important if you need to whitelist this IP on your company firewall.

The rest of this article will list things you can check to ensure that you have correctly configured your domain and settings for sending emails from our platform, as well as a few simple rules you should follow to improve email deliverability.

Check the FROM Email address on your Email Connector

The From email address on your email connector must be from a web domain with a valid SPF record that includes SendGrid as a permitted sender service.

Don’t have the Sender email address be the same as the To email address!

So, for example, if you’ve set a Default Sender on your Organisation Setup page to noreply@companyname.com, you must ensure that you have an SPF entry for the domain companyname.com and that the record includes the required sendgrid.net permission set.

Update all your form email connectors to have the “Default Sender” selected under the “Email Sent From” property, as shown below.

The above steps will ensure that emails the connector sends have a From address that uses a domain with a valid SPF record for SendGrid and that both basic deliverability rules are kept intact.

If you continue seeing email delivery issues thereafter, let us know.