Why are my clients not receiving my emails?

  • Updated

There are a couple of things to check if your client is having trouble receiving your emails.

Have you verified your email address?

If you are still seeing a banner in your account requesting that you verify your email address, you will not be able to successfully send outgoing messages from your ShootProof account. If you have trouble receiving the verification email, please contact us at support@shootproof.com .

Are you using a service hosted email?


If your contact email address ends in @gmail, @yahoo, etc. your outbound emails will be received by your clients from no-reply@shootproof.com. This is because 3rd party services will not allow our system to send an email on their behalf. If your client is having trouble, try having them add no-reply@shootproof.com to their approved contacts.

Is your domains DMARC policy set to reject or quarantine the emails you send?

DMARC stands for “Domain-based Message Authentication, Reporting & Conformance” and is an added layer of security within your domain settings that tells email recipients what to do with your emails.  It works to make sure email recipients know that an email is coming directly from the email address owner. Although DMARC records are typically not required for any domain, they are beginning to show up by default when you use a custom domain. If the emails you are sending keep bouncing back or ending up in spam folders, this is likely the culprit and you can use the information below to make sure your emails show up to your clients correctly.

With the way that ShootProof sends emails on your behalf, a DMARC policy will cause email services to notice that your emails aren't coming directly from you. Other email systems will reject or quarantine your emails if your DMARC policy is telling them to do so. You can control happens to your emails by updating your DMARC policy to tell them not to reject or quarantine your emails when they are not sent directly by you.

If you already have a DMARC record, make sure that 'p=none' as shown below.

v=DMARC1; p=none;

If 'p=quarantine' then emails you send to your clients will end up in their spam or junk mail folders and if 'p=reject' then the emails you send to your clients will bounce back to you and not be delivered.

Since these settings will look different with each domain hosting service, you'll want to reach out directly to your domain host (eg. GoDaddy, BlueHost, Google Domains, etc) to have them guide you through updating your DMARC settings.

 Are you using an email domain hosted through your website provider (eg. info@yourdomain.com)?

Adding a Sender Policy Framework (SPF) record to your DNS configuration may help prevent your emails from ending up in your clients’ spam folders.

We recommend carefully checking all services which send email on your behalf. For example, this might include Google Apps, Microsoft 365, SendGrid, Tave, or other services. Please understand that your situation is unique to your business and setting this up incorrectly may impact email delivery. If in doubt, please consult with your domain hosts support team or an IT professional.

If you already have an SPF record published, add:

include:spf.shootproof.com

If you do not already have an SPF record published, we recommend adding the following string as a TXT record type entry with your DNS provider:

v=spf1 mx include:spf.shootproof.com -all

 

Please keep in mind that you will need to also include any other services you are using to deliver email with your domain hosted address. Without properly including all the services you may create issues with your email delivery. 

 

For more information, here are links specifying how to configure SPF records on popular DNS hosting providers:

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