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Fix emails that don't reach the inbox

Updated 1 min read
On this page/ DNS records to add

If customers say they emailed you but nothing shows up in Relaypoint, work through these checks in order. Most problems are solved by the first two.

  1. Check that forwarding is confirmed

    Many email providers ask you to confirm a new forwarding address. Look for a confirmation email in Inbox › Unassigned or your provider's spam folder, and open the link in it.

  2. Send a test message

    From a personal address, email your support address. Then open Settings › Channels › Email › Recent deliveries. If the message appears there, forwarding works.

  3. Check your rules

    A rule may be closing or moving the conversation. Open Automations › Activity and filter by the sender's address.

  4. Check SPF and DKIM

    If replies from Relaypoint land in customers' spam, add the DNS records shown under Settings › Channels › Email › Sending domain.

DNS records to add

example.com.                TXT    "v=spf1 include:_spf.relaypoint.example ~all"
rp1._domainkey.example.com. CNAME  rp1.dkim.relaypoint.example.
rp2._domainkey.example.com. CNAME  rp2.dkim.relaypoint.example.
Still not working?

Send us the Message-ID header of a missing email. We can trace it through our mail servers in a few minutes.

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