--- title: "Troubleshooting Platform Email" date: "2024-02-14T06:18:38+00:00" summary: "Troubleshoot Platform Email issues: domain verification, bounce rates, complaints, and more. Improve deliverability and resolve common problems." image: type: "page" url: "/acquia-cloud-platform/troubleshooting-platform-email" id: "c1ca742b-90a5-4713-8b33-0478a5d59ef1" --- Table of contents will be added Domain verification status issues --------------------------------- 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](/node/56365#configure-platform-email-ui). 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](/acquia-cloud-platform/manage-apps/platform-email/platform-email-configuration#configure-domain) or by [using Acquia CLI](platform-email-configuration.html#acquia-cli-platform-email). **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 wait for the next DNS verification check to occur. **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. Problems related to domain verification --------------------------------------- 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](https://docs.aws.amazon.com/ses/latest/DeveloperGuide/troubleshoot-verification.html). 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. 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](/service-offerings/products-services-guide/email-platform). 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](#platformemail-blocked) if you accumulate a high volume of complaints. For more information, see [Platform Email Service Guide](/service-offerings/products-services-guide/email-platform). Improve a domain reputation --------------------------- For recommendations on best practices to improve your domain reputation, see [Amazon SES documentation](https://docs.aws.amazon.com/ses/latest/DeveloperGuide/tips-and-best-practices.html). 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](https://www.drupal.org/project/captcha) or any anti-spamming report to your webforms. For more recommendations and best practices, see: * [Amazon SES documentation: Message Quality](https://docs.aws.amazon.com/ses/latest/DeveloperGuide/success-metrics.html#metrics-quality) * [Amazon Knowledge Center: How can I handle a high bounce rate with emails that I send using Amazon SES?](https://aws.amazon.com/premiumsupport/knowledge-center/ses-high-bounce-rate/) 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](https://acquia.my.site.com/s/article/4416271155479-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](/acquia-cloud-platform/help/93156-platform-email-addresses-outbound-email-must-be-approved-domains "Platform Email: 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 `johng@johng.com`. 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 `johng@johngalvin.com` respectively. For more information, see [Anti-spoofing protection in EOP](https://learn.microsoft.com/en-us/microsoft-365/security/office-365-security/anti-spoofing-protection?view=o365-worldwide). Still having issues? -------------------- If the recommendations mentioned on this page do not help, [create a Support ticket](/service-offerings/support#contact-acquia-support).