Help
The things that stop a send, and how to reach a person
Most tickets are one of the answers below, and most of those are the product refusing to do something on purpose. If yours is not here, the form at the bottom does not need an account.
Guides
One guide per feature, each at its own address, so a link to the SendGrid one lands on the SendGrid one.
- SPF, DKIM, DMARC and rDNS: what each one is forThe four DNS records behind a sending identity, what each one proves, and why a check says unknown rather than failed.
- Connecting SendGridSet up a SendGrid relay: the API key, domain authentication, the event webhook, and why click tracking is turned off.
- Connecting Amazon SESSet up SES: IAM credentials or SMTP, the sandbox, verified identities, and the bounce feedback loop.
- Connecting SMTP2GOSet up SMTP2GO: the API key or SMTP credentials, sender verification, and what it will not automate.
- Connecting any SMTP relayUse a relay this product has no card for: host, port, credentials, TLS, and what you give up.
- Connecting GoDaddy to publish DNSLet this product publish a sending identity's DNS records instead of copying a 250-character DKIM value by hand.
- Connecting SalesforceSync contacts and leads from Salesforce, and what this product refuses to let a sync overwrite.
- Connecting HubSpotSync contacts from HubSpot, choose which lists come across, and keep consent state from being overwritten.
Common answers
- Pre-flight will not let my send go out
That is the intended behaviour, and the finding tells you what to change. Pre-flight refuses a send outright for a small number of reasons: the audience has nobody deliverable in it, there is no from-address, the subject is empty, the template has no body or fails to render, a merge tag nobody filled in would go out as a literal, or the connector is inactive or unconfigured.
Everything else is a warning and does not block -- including a from-domain the relay is not configured to sign, and a message with no visible unsubscribe link. Both are worth fixing and neither is ours to refuse on your behalf. The loudest warning fires when more than a quarter of the audience is already suppressed: that is what an old or bought list looks like from the inside, and sending to the rest is safe.
Every finding carries one line saying what to do about it. If you have one that does not, that is a defect and we want the ticket.
- My SPF says unknown rather than failed. Which is it?
- My daily limit is lower than the quota my relay gives me
- Somebody was suppressed by mistake. Can you undo it?
- A CRM sync is not updating a contact's status
- Can I use the API on the free plan?
- How do I get my data out?
- I raised a ticket and got no confirmation email
Terms and privacy
What we will and will not do with your data, and the rules of using the service. Both are short enough to read.
Raise a ticket
No account needed. You will get a reference on this page as soon as it is accepted -- it is the only handle either of us has on the ticket, so keep it.
Already have an account?
Sign in first. A ticket raised from inside the account arrives with the organisation attached, which saves a round trip asking who you are.