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Troubleshooting Platform Email

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.

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.
  • If you have not added the DNS records to your DNS provider, add them.
  • If you have added the DNS records to your DNS provider, wait for the response as the verification may take up to 72 hours.
  • If the status is Verification pending even after the wait period of 72 hours, it usually means that the records were incorrectly added to the DNS provider. Therefore, you must check the required values against those you have entered with your DNS provider, correct any errors, and click Refresh next to the domain showing this status.
Verification failed The verification window expired without Acquia receiving a response.
  • If you have not added the DNS records to your DNS provider, add them.
  • Check the required values against those you have entered with your DNS provider, correct any errors, and click Refresh next to the domain showing this status.
Revocation warning Acquia has detected a missing DKIM record.
  • If you have not added the DNS records to your DNS provider, add them.
  • Check the required values against those you have entered with your DNS provider, correct any errors, and click Refresh next to the domain showing this status.
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.

  • If the entries are removed, re-enter the required DNS entries and click Refresh next to the domain showing this status.
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.

  • Verify that you have the correct DNS values, and click Refresh next to the domain showing this status.

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

Acquia 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.

Note

It is also not recommended to send emails to non-existent addresses or domains when conducting testing.

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:

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.

Still having issues?

If the recommendations mentioned on this page do not help, contact Acquia Support.