Cloud Platform
Troubleshooting Platform Email
If you experience issues while sending email, you must verify that your domain is correctly associated with the email setup. Associating your domain enhances deliverability and helps prevent messages from being marked as spam. In addition, you must ensure that your sender domain is correctly configured so that emails are sent from your own domain rather than a third-party service. To achieve this, add your DKIM and attach your sender domain to your instances. For more information, visit Configuring Platform Email through the Cloud Platform user interface.
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.
| Status | Description | Next Step |
|---|---|---|
| OK | Verification is successful. | Associate this domain to any of the applications within your subscription. |
| Verification pending | Acquia has not received a response from your DNS provider yet. |
|
| Verification failed | The verification window expired without Acquia receiving a response. |
|
| Revocation warning | Acquia has detected a missing DKIM record. |
|
| Domain revoked | Acquia’s periodic ping for your records is no longer receiving a positive confirmation. Acquia keeps on verifying the DNS entries on a daily basis. If Acquia finds that DNS records are missing for more than five days, the domain is marked as Domain revoked. Henceforth, you cannot send emails using that domain. | This usually happens if you have removed the DNS entries you originally entered. You should never remove the entries as long as you want Email to work.
|
| Rejected | Proof of ownership is rejected. | This usually happens if you or someone has successfully claimed this same domain from a different Acquia Subscription while this one was still in the process of being validated.
|
Ensure that the domain association is completed and check the configuration settings when experiencing email sending issues. For example, while implementing Cloudflare WAF, you must verify firewall rules so that they do not block outgoing email traffic. In lower environments, ensure the email transport configuration supports email delivery. Acquia does not recommend that you test on local machines without mail services. Evaluate your setup in hosted environments Cloud Platform where full mail services are operational. For information on the common problems related to domain verification, visit Amazon SES documentation.
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.
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.
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.
For recommendations on best practices to improve your domain reputation, see Amazon SES documentation.
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:
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:
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.
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.
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.
If the recommendations mentioned on this page do not help, create a Support ticket.
If this content did not answer your questions, try searching or contacting our support team for further assistance.
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:
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:
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.
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.
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.
If the recommendations mentioned on this page do not help, create a Support ticket.
If this content did not answer your questions, try searching or contacting our support team for further assistance.
Cloud Platform