Email Delivery - Troubleshooting

The troubleshooting steps for email delivery issues depend on the mechanism enabled by our customers to send out their emails.

Scenario 1. Where survey authors are using QuestionPro servers in combination with default "from address".

Confirm the from address being used,

Navigate to the “Sent” tab and click on the numeric count of Undelivered/ Delivered status to check the full message provided by the recipient server. Based on the status received further troubleshooting can be performed by checking the email logs with the help of the support team.

Scenario 2. Where survey authors are using QuestionPro servers in combination with their own "from address".

Ensure you have the basic configurations in place to use your own from address.

• SPF: Ensure you have a spf record in place to indicate QuestionPro servers are authorized to send emails on your behalf. An SPF record identifies the mail servers and domains that are allowed to send email on behalf of your domain.

Depending on the data center you are on, please add the appropriate SPF record.

• DKIM: Domain Keys Identified Mail (DKIM) is an email authentication method designed to detect email spoofing. It allows the receiver to check that an email claimed to have come from a specific domain was indeed authorized by the owner of that domain. It is intended to prevent forged sender addresses in emails, a technique often used in phishing and email spam.

Use the DKIM (DomainKeys Identified Mail) key feature to enable QuestionPro to sign outbound emails sent on your organization’s behalf. A valid signature provides recipients confidence that the email was handled by QuestionPro in a way authorized by your organization.

• DMARC: Is an email authentication protocol. It is designed to give email domain owners the ability to protect their domain from unauthorized use, commonly known as email spoofing.

Use the DKIM (DomainKeys Identified Mail) key feature to enable QuestionPro to sign outbound emails sent on your organization’s behalf. A valid signature provides recipients confidence that the email was handled by QuestionPro in a way authorized by your organization.

DMARC Policies:

Monitor Policy: P=none - The none policy only gives insight in who’s sending email on behalf of a domain and will not affect the deliverability.

Quarantine policy: P=quarantine - The quarantine policy will already mitigate the impact of spoofing, but spoof emails will still be delivered to the receiver (in the spam folder)

Reject Policy: P=reject - This policy makes sure that all incorrect setup emails (spoofing emails) will be deleted by the email receiver and not land in the inbox of the receiver.

Scenario 3. Where survey authors are using custom SMTP to send their emails

For any issues observed while using an SMTP server, begin your troubleshooting by ensuring that there are no connection errors.

When you use a SMTP server such as (Sendgrid/ Twillio or any other), the SMTP server processes your email, decides which server to send the message to and relays the message to that email server. Since the entire email delivery is being handled by the SMTP service provider any issues/ errors observed will be reported to the SMTP service provider, usually these providers have their own interface where such errors are logged, if not please reach out to the customer support team of teh SMTP service provider you are using.

You should also receive failure notifications to the email address that you have configured as the "reply to" address while setting up the SMTP service.

For QuestionPro staff to help you with improving email delivery, following is the required information:

• Do you have documented opt-in permission to send emails to recepients?
• Are SPF records added and validated?
• Is the proper DMARC policy set?
• Are DKIM keys added?
• Is the from email valid?