Domain verification status issues¶

The following table lists the possible next steps depending on the verification status of an email sending domain. You can see the current verification status on the Domain Verification page mentioned in this documentation or by using Acquia CLI.

Problems related to domain verification¶

For information on the common problems related to domain verification, see Amazon SES documentation.

The navigation pane is not displaying the Email option¶

If you don’t see the Email option in the navigation pane, you must contact your Account Manager and get the Platform Email entitlement provisioned.

Application blocked from using Platform Email¶

Cloud Platform blocks your application from using Platform Email when a high volume of emails frequently bounce or are detected as spam.

Acquia recommends not sending emails to non-existent addresses or domains to reduce bounce rates. Emails are still at risk to bounce if the email address does not exist, even if the recipient domain is valid.

For more information, see Platform Email Service Guide.

Received a complaint using Platform Email¶

A complaint is registered when an email recipient clicks the Mark as Spam button in the web-based email client. If you accumulate a large number of complaints, the ISP assumes that you are sending spam. This has a negative impact on your deliverability rate and sender reputation. The threshold complaint rate is 0.4%.

You are at risk of being blocked from Platform Email if you accumulate a high volume of complaints. For more information, see Platform Email Service Guide.

Improve a domain reputation¶

For recommendations on best practices to improve your domain reputation, see Amazon SES documentation.

Problems with high bounce rate¶

A bounce occurs when an email cannot be delivered to the intended recipient. The threshold bounce rate is 5%.

The following are the two types of bounces:

• Hard bounces: Occur when the email cannot be delivered because of a persistent issue, such as when an email address does not exist.
• Soft bounces: Occur when a temporary issue prevents the delivery of an email.

To improve bounce rates, Acquia recommends you to add Captcha or any anti-spamming report to your webforms.

For more recommendations and best practices, see:

• Amazon SES documentation: Message Quality
• Amazon Knowledge Center: How can I handle a high bounce rate with emails that I send using Amazon SES?

Confirming your current Acquia email service¶

If you are not sure which email service you are using for your application, follow the steps outlined in Confirming your current Acquia Email service to confirm your current Acquia email service.

Issues with the From address in outbound emails¶

Contact forms must have a From email address that is on the list of approved email sending domains. For more information, see From Addresses in Outbound Email Must Be From Approved Domains.

Issues with using domains configured in Microsoft 365¶

If you configure your domains with Microsoft 365 and use Platform Email, you might see the following error:

This sender might be impersonating a domain that's associated with your organization. Learn why this could be a risk

This occurs if your friendly name and domain name are not identical. For example, let us assume that your friendly name is johngalvin.com and your email address is [email protected]. As the friendly name and domain name do not match, the system displays the preceding error message.

To avoid getting this issue, ensure that you define identical friendly name and domain name in Microsoft 365. For example, you can define the friendly name and domain name as johngalvin.com and [email protected] respectively.

For more information, see Anti-spoofing protection in EOP.

Still having issues?¶

If the recommendations mentioned on this page do not help, create a Support ticket.