Platform Email FAQs

This page details the FAQs that are specific to Platform Email.

How can I use a custom return-path with Platform Email?

When you specify a return-path email address in Platform Email, you receive notification at the specified address if there is a bounce or complain related emails. Acquia recommends that you track bounce or complain addresses and take corrective actions.


  • The domain in a return-path email address must be a verified domain.
  • If you do not specify the return-path email address, the system sends a notification to the from email address.

How can I verify if Platform Email is set up correctly for my environment?

In the Cloud Platform user interface, navigate to Environment > Logs > Download fpm error log.

Cloud Platform displays the following message when emails are successfully sent using Platform Email:

MessageId=******* and Status=SUCCESS

INFO: MessageId=010001808415ee36-d53c6626-dd24-4611-96d6-23c47fe7ee19-000000, EnvUuid=ac7bfece-3a11-4426-ac58-ec9249fc5291, ClientId=56a3b7c4-a9fe-4b08-9e3e-d7836bfeab2d, Status=SUCCESS, To=7c1668dd0b7cc141ae8d5461a3c8f42f733efac1, From=f409dc0d8f70691b42742955e1fd9ee088fbc3d7

Additionally, the recipient of your email can inspect the headers of the email and verify that the Message ID contains amazonses, such as <random-uuid>

Can I remove DNS entries from my DNS record after Platform Email successfully verifies my domain?

No, you must not remove DNS entries for verified domains. Deleting DNS records at your DNS provider will revoke the verification.

DNS entries for verified domains must remain in your DNS records while your domain continues to use Platform Email.

Why do I need an MX record for sending an email?

Amazon SES requires you to publish an SPF record along with an MX record. An MX record must pass an SPF check while using your custom MAIL FROM domain. By setting up a custom MAIL FROM domain, your emails can comply with Domain-based Message Authentication, Reporting and Conformance (DMARC). DMARC enables a sender’s domain to indicate that the emails sent from the domain are protected by one or more authentication systems.

  • The MAIL FROM domain must be a subdomain of the verified identity (email address or domain) that you send an email from. For example, is a valid MAIL FROM domain for the domain. As mail.<domain>.com is a common subdomain used by many organizations, Acquia requires that you use acq-mail.<domain>.com, which has less chances of conflicting with your existing subdomain.
  • Generally, a subdomain is used for sending an email to isolate the reputation of your emails to the subdomain level only. This does not impact the reputation of your main domain or other subdomains that you use to send emails. For more information about using subdomain for sending emails, see email subdomains.
  • The custom MAIL FROM domain (acq-mail.<domain>.com) is used as an email envelope address while sending an email to the recipient. Your actual from email address, which belongs to the main domain, remains unchanged. At the recipient end, SPF check happens against the envelope address.

The following example shows how SPF check happens when emails are transported with envelope:


Can I use IP allowlisting with Platform Email?

Acquia does not recommend that you use IP allowlisting with Platform Email. Amazon SES manages a pool of IP addresses on the backend. However, these addresses are subject to change without notice. For more information, see Amazon SES IP addresses.

What are the thresholds for complaints and bounce rates with Platform Email?

Platform Email has a complaint threshold of 0.4%. The bounce rate threshold is 5%.

Why am I receiving an error message when sending an email?

The Drupal user interface might display the following error message if you are sending an email using Acquia’s legacy email service:


The Cloud Platform user interface also displays the following error message in the fpm error log if you are sending an email using Acquia’s legacy email service:


Cloud Platform provides the Platform Email service for sending emails. For more information, see Configuring Platform Email.

What are the flags supported by Platform Email for the Sendmail command?

Platform Email supports the following flags for the Sendmail command:

f, i, r, s, t, F


Platform Email does not support bs.