Troubleshooting Email Delivery Issues

  • Updated

Important Effective February 14, 2024, your email domain must be verified to ensure delivery! Please click here to set up your domain verification.


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 Usage Reports > 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"?

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 works with your own email, you need to do three things. Zingtree uses Mailchimp's Mandrill service for sending emails, so these are their requirements.

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

  1. Verify your domain. (Send a message to, and we'll send you a verification email).
  2. To enable DKIM, create a TXT record for 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:

This article from Mandrill has more details.


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