Troubleshooting Email Delivery Issues

  • Updated
  • Zingtree uses the highly reliable Mandrill service (from MailChimp) to send emails. However, there are times when an email doesn't arrive. This article will help with troubleshooting.


    1. Did the email get sent?

    Go to Account, Event Log. You'll see all the emails recently sent on your behalf. You can verify that an email was delivered, or see if there was an error message.

    The Event Log also will update if the destination server rejects or bounces an email send attempt. This happens later - minutes or even hours after the email is sent.

    2. Did the email get filtered or blocked?

    Your email server may have classified the email as spam.

    • Check your Spam folder.
    • Check with your email administrator to see if the email was blocked.


    3. Did the email include an unwanted message like "on behalf of zingtree.com"?

    As part of the internet's anti-spam efforts, sending domains need to have some DNS configurations in place to verify themselves. So if your reply-to address is from your own domain, you'll need to do some special setup.

    If the reply-to address is from a domain you don't control (like the customer's email), you may want to consider setting the reply-to to your own email, and adding the customer's address as a CC.

    To configure your domain so that reply-to's work with your own email, you need to do three things. Zingtree uses Mailchimp's Mandrill service for sending email, so these are their requirements.

    For example, to set up proper email configuration for somedomain.com, do the following:

    1. Verify your domain. (Send a message to info@zingtree.com, and we'll send you a verification email).
    2. To enable DKIM, create a TXT record for mandrill._domainkey.somedomain.com with the following value:
      v=DKIM1; k=rsa; p=MIGfMA0GCSqGSIb3DQEBAQUAA4GNADCBiQKBgQCrLHiExVd55zd/IQ/J/mRwSRMAocV/hMB3jXwaHH36d9NaVynQFYV8NaWi69c1veUtRzGt7yAioXqLj7Z4TeEUoOLgrKsn8YnckGs9i3B3tVFB+Ch/4mPhXWiNfNdynHWBcPcbJ8kjEQ2U8y78dHZj1YeRXXVvWob2OaKynO8/lQIDAQAB;
    3. Add this to your domain's SPF TEXT record:
      include:spf.mandrillapp.com


    This article from Mandrill has more details.

     


  • Zingtree uses the highly reliable Mandrill service (from MailChimp) to send emails. However, there are times when an email doesn't arrive. This article will help with troubleshooting.


    1. Did the email get sent?

    Go to Account Settings, Event Log. You'll see all the emails recently sent on your behalf. You can verify that an email was delivered, or see if there was an error message.

    The Event Log also will update if the destination server rejects or bounces an email send attempt. This happens later - minutes or even hours after the email is sent.

    2. Did the email get filtered or blocked?

    Your email server may have classified the email as spam.

    • Check your Spam folder.
    • Check with your email administrator to see if the email was blocked.


    3. Did the email include an unwanted message like "on behalf of zingtree.com"?

    As part of the internet's anti-spam efforts, sending domains need to have some DNS configurations in place to verify themselves. So if your reply-to address is from your own domain, you'll need to do some special setup.

    If the reply-to address is from a domain you don't control (like the customer's email), you may want to consider setting the reply-to to your own email, and adding the customer's address as a CC.

    To configure your domain so that reply-to's work with your own email, you need to do three things. Zingtree uses Mailchimp's Mandrill service for sending email, so these are their requirements.

    For example, to set up proper email configuration for somedomain.com, do the following:

    1. Verify your domain. (Send a message to info@zingtree.com, and we'll send you a verification email).
    2. To enable DKIM, create a TXT record for mandrill._domainkey.somedomain.com with the following value:
      v=DKIM1; k=rsa; p=MIGfMA0GCSqGSIb3DQEBAQUAA4GNADCBiQKBgQCrLHiExVd55zd/IQ/J/mRwSRMAocV/hMB3jXwaHH36d9NaVynQFYV8NaWi69c1veUtRzGt7yAioXqLj7Z4TeEUoOLgrKsn8YnckGs9i3B3tVFB+Ch/4mPhXWiNfNdynHWBcPcbJ8kjEQ2U8y78dHZj1YeRXXVvWob2OaKynO8/lQIDAQAB;
    3. Add this to your domain's SPF TEXT record:
      include:spf.mandrillapp.com


    This article from Mandrill has more details.


  • Throughout 2022 Zingtree will be upgrading customers to our new faster and more modern user experience! Here's how to tell which experience your Zingtree Authors are currently using.

    Log in to your Zingtree Author account and navigate to My Trees. How does your current My Trees page look?

    Zingtree Classic

    2022-02-25_12-24-51.png

    New User Experience

    mceclip0.png

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