Sender & delivery (6)

When you receive following 'Undelivered Mail Returned to Sender' failure in your inbox when sending an e-mail it can have several causes, including your mail from being marked as SPAM by the receiving mail server. Please sent the entire message to us so we can take a close look at it and inform you what to do. In general, to prevent your outgoing email sent from out of SpinOffice to be marked as SPAM, we advise you to have our mail server added to the SPF records of your domain. Your domain hosting provider will be able to to this in the portal area of your domain.  Add our mail server to the DNS-zone of your domain in order to have email traffic from our servers to be accepted by your mail provider.  The record that should be added is: include:spf.spinoffice-crm.com The SPF records will look as follow: v=spf1 include:spf.spinoffice-crm.com -all When this is done, your sent email will no longer be marked as SPAM.

When you send emails, mailbox providers (such as Gmail, Outlook, AOL, and Yahoo) identify if emails are legitimate or are sent by a spammer or phisher. This includes emails sent from SpinOffice CRM. This is why setting up email authentication is important. There are three authentication standards used to verify a sender's identity. SPF, DKIM, and DMARC. Since February 2024, Gmail and Yahoo require DKIM and DMARC authentication to achieve delivery. Other mailbox providers already expect senders to authenticate their email traffic through SPF. With SpinOffice, we offer SPF and DKIM authentication. Therefore, we highly recommend all customers set up both for their sending domains. This is a one-time configuration step per domain name. SPF SPF (Sender Policy Framework) records are TXT records on your domain that authorize specific servers to send mail using your domain name. SPF is like a security guard for emails. It allows you (the sender) to publish a public record that lists what IPs can be sent from your domain. The record is created in the DNS as a TXT record for your domain. When a Mailbox Provider like Gmail receives a message using this domain, it can look at your public DNS record to see if the IP is permitted to send the campaign. In simple terms, SPF acts as a gatekeeper, ensuring only legitimate emails get through, keeping you and your subscribers safe from phishing scams. You can only create one SPF record for your domain name. If you have an existing SPF record, you will need to modify your current record instead of creating a new SPF record. To check if your domain has an SPF record, visit MX Toolbox. To set up SPF, please select the option below that applies to your domain: 1. Your domain does not have an SPF record: Log in to your DNS provider of your domain and locate your DNS record settings. Create a new TXT record and paste the following line in the text box: v=spf1 include:spf.spinoffice-crm.com -all Save the record. 2. Your domain already has an SPF record: Login to your DNS provider of your domain and locate your DNS record settings. Add the following text to the existing TXT record, before the closing -all tag: include:spf.spinoffice-crm.com Save the record. After you've made the required SPF changes, please wait 24 hours for the changes to propagate. DKIM DKIM (DomainKeys Identified Mail) is a digital signature that is added to outgoing email messages. This signature proves that the message was actually sent on behalf of the sender’s domain and has not been altered in transit. DKIM works using cryptographic keys: SpinOffice (via our mail infrastructure) adds a hidden DKIM signature to the email header. A public key is published in your domain’s DNS, allowing receiving mail servers to verify the authenticity of the message. DKIM helps prevent spoofing and phishing and enables mailbox providers such as Gmail, Microsoft, Yahoo, and iCloud to correctly assess the email reputation of your sending domain. Setting up DKIM for SpinOffice To correctly configure DKIM for SpinOffice, you must add two new TXT records to your domain’s DNS. Both records are required to ensure reliable email delivery. Step 1: Log in to your DNS provider Log in to the provider that manages your domain’s DNS (for example TransIP, Cloudflare, etc.). Step 2: Add the DKIM records Create two TXT-records with the following details: DKIM record 1 (key001) Type: TXT Name / Host: key001._domainkey (with some DNS providers, the domain name is added automatically) Value: v=DKIM1;h=sha256;k=rsa;p=MIIBIjANBgkqhkiG9w0BAQEFAAOCAQ8AMIIBCgKCAQEAn66jq1ZdodxCtp0ztrWZUCOJpa62KZGHHsekKfm7wediMTSLeQKdLhwWY5L4RqWP5dMJds1Ya8dDWfQJAuILM5f5cxm+pXDJ0C6we3pWlhcN7HoNZsmkVeASH1QTq8Ji8d7ngfaOHfe+SXs4yTJWbI11Rt7nIS1syAtKn4fw/NiKW4k2xb38fpT3MoVCYLBw5STwLVxKt0YA0QiSuIQfxGgruy7ldMuXCOo9rjwL1zw/1Br9W4IWd0H/BHctaIDRCkkDK1H/YJO82txnmLKYrASZbxzEQu+9rMdENNTMNJ5Ox6ptx0xN/sCTcRxkGugyoFeMB6o8BOZ7pDyY3b4CiQIDAQAB DKIM record 2 (key002) Type: TXT Name / Host: key002._domainkey Value: v=DKIM1;h=sha256;k=rsa;p=MIGfMA0GCSqGSIb3DQEBAQUAA4GNADCBiQKBgQCn1BbTAaEqGdv68mJsGTXw5n0dB/SxOj6VIrlNn06mEYvWrvhh+vFns8MReDFrvkqcVkKy/jvf5DaMph+qhzHxL0EiCrKCQOPKDPYEfFgsU+g8T7auyCzYUAxaas4K/Zffp81emUX8mmKzoVbe5kcvYqp7cF1NSLXVFV9meSGD8QIDAQAB ⚠️ Important Copy both DKIM values exactly as shown above Each value must be entered on a single line Do not modify the values and do not add extra spaces or line breaks TTL: Use the default value of your DNS provider (for example 300 or 3600 seconds). Step 3: Save the changes After saving, it may take several minutes (and in some cases longer) for the DNS changes to propagate worldwide. Step 4: Inform us about the domain Send an email to support@spinoffice-crm.com including the domain name(s) for which DKIM has been configured. We will then activate DKIM for your domain on our side. Step 5: DKIM active Once the domain has been linked to our DKIM mail server, all outgoing email messages will automatically be signed using DKIM. Note For most customers, no additional SPF changes are required, as our mail servers are already included in the existing SPF policy. Troubleshooting DKIM issues General issues If you receive the error “DKIM = did not pass” or “DKIM_PermError” when sending email, please contact support@spinoffice-crm.com and include a screenshot or the exact error message. If you recently added or modified the DKIM record, please note that DNS changes may take some time to become fully active. If you are unsure whether the DKIM record is configured correctly, contact support@spinoffice-crm.com and mention the affected domain. DKIM verification problems DKIM record does not match DKIM verification can fail if: the TXT record value does not exactly match characters are missing or extra characters were added the DKIM key was not copied completely Make sure the entire TXT record value exactly matches the DKIM key provided by SpinOffice and that it is entered as a single line. Spaces or linebreaks in TXT record Ensure that: there are no leading or trailing spaces the DKIM key is not split across multiple lines This often happens when copying and pasting the value. DKIM record not published Even if the record has been added correctly, it may not yet be visible in DNS. You can verify this using MX Toolbox: Lookup type: DKIM Lookup Domain / selector: key001._domainkey.jouwdomein.nl If the test result is green / successful, the DKIM record is correctly published and publicly accessible.

DKIM (DomainKeys Identified Mail) is a signature any sender can apply to their email messages. This signature makes clear that the message’s sender is the message’s sender and not a bad actor. You can use any domain as the signature. For example, a company called “Red Bananas” will sign their messages with the “redbananas.com” domain to confirm that the message was sent by “Red Bananas”. This is accomplished by inserting a hidden, cryptographic signature into your email header (SpinOffice will do this) and then placing a public key on your website’s DNS that verifies the authenticity of this signature. Essentially, when you set up a DKIM, you’re telling internet service providers (ISPs) that you are sending mail from an authorized system and that it is not spam or spoofing. Like other email authentication methods, DKIM lets senders associate a specific domain with their email messages. Records published on the DNS vouch for an email’s authenticity. However, DKIM has a unique way of doing this with an encrypted digital signature: A public key is published on the DNS text record. A private key is included in the email header. That private key is the encrypted digital signature, which should be unique to the sender and match what’s published on the DNS. When the two DKIM keys match, mailbox providers verify the identity of the sender and the message goes through to the inbox. If the key pair does not match or if there is no DKIM signature detected by the email provider, it’s more likely that the email will be rejected or filtered into the spam folder.   DKIM itself does not filter emails, but it helps the receiving mail servers decide how to best filter incoming messages. A successful DKIM verification means a reduced spam score for a message, and that’s why setting up DKIM authentication is so important for email deliverability. DKIM will help prevent spoofing and phishing of your domain, and an added benefit is that it allows Mailbox Providers such as Gmail, Microsoft, Yahoo, and AOL to track the email reputation of your sending domain. With SpinOffice, we already offer SPF authentication. But since today, we also offer DKIM. Therefore, we highly recommend all customers set up both for their sending domains. How to implement DKIM for SpinOffice? To set up DKIM with SpinOffice, you need to add two CNAME records in the DNS settings of your domain. Follow the How to Set up Email Domain Authentication (SPF and DKIM) instructions to perform this. DKIM is instantly applicable to SpinOffice.

Go to mxtoolbox.com/spf.aspx Enter your domain name (without www) Click on the orange "SPF Record Lookup" button. The following page is shown. (For example, we use the records of our domain) The green shaded area shows the current structure of your domain's SPF records. This will differ from the above image, but you can see in our example that the required SPF record include:spf.spinoffice-crm.com is included. Add that to the DNS zone of your domain. Does your SPF check result also show this line? Perfect, then you have successfully added the record!

It is a common misconception that email delivery is instantly completed after you hit "Send." Email is designed to be sent from mail server to mail server until it reaches the ultimate destination, with no guarantee on how long it will reside at each intermediary stop.  There are a few reasons why an email may be delayed, some of which are a delay by SpinOffice and some on the receiving email client's end. Delays on SpinOffice's end Delays on SpinOffice's end can be due to the following: Slow or overloaded mail servers This overload could be due to volume, combating spam, or other tasks. Reputation-based deferrals (giving us 4xx responses saying "rate limited") These are temporary errors, and our systems will try sending the message again. We continue to attempt to send these messages for up to 24 hours until the message is delivered. If a message is continuously deferred for 24 hours, we will discard it. Mailbox providers and Internet Service Providers have standards regarding how many connections we can have open to them They also have standards for how many messages per connection we can send simultaneously. There are times when volume exceeds these thresholds, which can cause the mail to be queued. Pre-send processing If there is a technical issue with sending the mailing, that can lead to delays. Examples can be a large mailing group or attachments, etc. Compliance campaign approval process All mailings go through an approval process. This ensures that your campaign is within our Terms of Service and meets industry standards. However, even seasoned users may find that their communications must go under a manual review.  Delays on the receiving side Delays on the receiving side can be due to the following: Slow or overloaded servers Again, this can be due to too much incoming mail, filtering/spam, or other tasks, or their server may need to be faster to process mail in general. The mailbox may be full Anti-Virus/Spam screening programs Mostly, these programs are quick and usually only delay from a few seconds to a minute. However, this process can take longer, as emails are screened in the order they are received, and the overall file size or attachments can cause delays. The send/receive cycle of the email program, Internet Service Providers, and or Mailbox providers Many providers have timed interval cycles for sending/receiving. The most common cycles are from a few seconds to 15 minutes. Please contact our Support Team if you still need help determining what may be causing a delay.

SpinOffice does not filter spam itself. Unwanted email is handled by your email provider (for example Microsoft, Google, or your own mail server), not within SpinOffice. Here's what that means for your inbox in SpinOffice: Messages your provider marks as spam and moves to a separate spam or junk folder are not retrieved by SpinOffice. Only the folders you sync (such as Inbox and Sent) come through. If unwanted mail does end up in your SpinOffice inbox, the best place to manage it is at the source, in your provider's spam settings. Whatever you mark as spam there will be kept out by SpinOffice from then on too. If you're getting a lot of unwanted mail, set your provider's spam filters more strictly. That filtering carries through to what SpinOffice retrieves