Encountering email problems? This troubleshooting guide provides step-by-step assistance to diagnose and resolve the issue, ensuring smooth email functionality.
Identify an email issue scope: Determine if it's specific to activation emails or affects all emails. Is it isolated to a particular worker or is it impacting all workers? This clarification helps in understanding the problem's scope.
Check Email History: Access CRM >Communications > Email History. Search for the template name (Account Activation, Invoice, Statement of Earnings, P60, P45, Payslip, etc.), specifying the recipient's email and date range, to verify if the email was sent.
Email Placement: If present in the history, advise the worker to inspect their junk or spam folder for the missing activation emails.
Sending Email Manually: To check whether mail is being sent manually, you can try to send it on each screen. If it works fine, it may be due to the auto-send issues. This narrows down the area of the issue
Sales Invoice, Credit Notes: Look for the green resend arrow button in the action column.
Payroll History: In the action column, locate the resend mail button. Alternatively, you can click on the "Printed Payslip" option in the worker's record. This will change the destination of the payslip email. Provide your secondary email address and check if you receive the email.
Illustrations and Bulk P45/P60/SOE: Locate the yellow mail icon in their respective action columns
Bounce-back Emails: Review your "From" email address inbox for any bounce-back emails from the recipient's address.
Verification of "From" Email: Ensure your "From" email address is verified for sending emails. Initially, you would have received an Amazon SES email to verify your "From" email address. Please contact the MDA team for verification status.
Quarantine or Blacklist Email: You can ask your recipient to inspect their Quarantine for messages and add the address to their whitelist if necessary
Firewall and DNS Updates: Consult your IT personnel to verify firewall updates and DNS configurations. Sometimes, the email issue that occurs may be due to DNS configurations not being set up properly. When you first started with MDA, there would have been an email sent from Amazon Web Servers to request permission for MDA to send emails on our behalf and this is used for outgoing invoices, payslips, etc.
SPF or DKIM Records: Access your DNS provider portal and navigate to DNS settings to verify the existence of SPF/DKIM records. Please ensure the presence of SPF records for amazonses.com. Without these records, sending emails on your behalf may not be possible.
SPF Record:
| Description | Value |
1 | DNS ENTRY | @ |
2 | TYPE | TXT/SPF |
3 | Destination/Target | "v=spf1 include:amazonses.com ~all" |
If DMARC is set up, confirm DKIM record configurations. Failure to configure these settings might lead recipient servers to categorise MDA emails as SPAM. For generating the DKIM records, you can do this by verifying the Domain. Please find this article on how to do this
For any further guidance on this, please contact us. We are happy to assist you 😊