The troubleshooting steps for email delivery issues depend on the mechanism enabled by our customers to send out their emails.
Scenario 1. Where survey authors are using QuestionPro servers in combination with default "from address".Navigate to My Account >> Global Settings to confirm if you have the default QuestionPro servers enabled,
Confirm the from address being used,Navigate to the “Sent” tab and click on the numeric count of Undelivered/ Delivered status to check the full message provided by the recipient server. Based on the status received further troubleshooting can be performed by checking the email logs with the help of the support team.
An SPF record identifies the mail servers and domains that are allowed to send email on behalf of your domain.Depending on the data center you are on, please add the appropriate SPF record.
|Data center||New SPF record|
|US/LATAM||_spf.qp-mail.mx | _spf.questionpro.mx|
Domain Keys Identified Mail (DKIM) is an email authentication method designed to detect email spoofing. It allows the receiver to check that an email claimed to have come from a specific domain was indeed authorized by the owner of that domain. It is intended to prevent forged sender addresses in emails, a technique often used in phishing and email spam.Use the DKIM (DomainKeys Identified Mail) key feature to enable QuestionPro to sign outbound emails sent on your organization’s behalf. A valid signature provides recipients confidence that the email was handled by QuestionPro in a way authorized by your organization.
DMARC (Domain-based Message Authentication, Reporting and Conformance).Is an email authentication protocol. It is designed to give email domain owners the ability to protect their domain from unauthorized use, commonly known as email spoofing. DMARC Policies: Monitor Policy: P=none - The none policy only gives insight in who’s sending email on behalf of a domain and will not affect the deliverability. Quarantine policy: P=quarantine - The quarantine policy will already mitigate the impact of spoofing, but spoof emails will still be delivered to the receiver (in the spam folder) Reject Policy: P=reject - This policy makes sure that all incorrect setup emails (spoofing emails) will be deleted by the email receiver and not land in the inbox of the receiver.
For QuestionPro staff to help you with improving email delivery, following is the required information:
This feature is available with the following licenses :