May 05, 2021

How-to Troubleshoot Email Delivery Issues

Limo Anywhere users collectively send out an average of over 200,000 emails each day.  Over 99.8% of these are delivered to the end user without issue. However, email issues can arise for certain recipients. Here we will cover the most common situation.

When Limo Anywhere sends email messages on your behalf, it uses the email address you have entered in your company profile as the outbound (From) address. It is highly suggested you do not use a free email address (such as gmail, yahoo, aol, etc.) as your main company email address as there is a considerable amount of delivery issues when emails are sent out through a 3rd party on your behalf. Instead, use an email address associated with the domain name of your website, such as info@mylimowebsite.com – Not only does this give your business a more professional appearance, but you will have more control over the configuration need to ensure email is successfully delivered to your clients.

Authenticating Your Domain

Note: this does not work with free email services!

There are certain security measures emails systems have in place to ensure a 3rd party sending email on your behalf is authorized to do so. The easiest way to do this is with Domain name authentication.

To set up domain authentication, you must submit a few DNS records (provided by Limo Anywhere) to your DNS or hosting provider (for example, GoDaddy, Hover, CloudFlare, etc.). First, figure out who your hosting provider is and if you have access. If you don’t have access to your DNS or hosting provider, you should figure out who in your company has this access before you begin setting up domain authentication.

To request domain authentication, please contact us at support@limoanywhere.com and provide us with your domain name for authentication (eg: mylimowebsite.com); We will then provide you with several CNAME DNS records which need to be added to your domain as mentioned above. Once added, the domain should be authenticated and Limo Anywhere will have express permission to send email on your behalf which should provide a more successful email delivery rate for your company.

Note: Depending on your email service provider, you might already have an SPF record created which explicitly excludes 3rd party services from sending email on your behalf. It is suggested that you also adjust any existing SPF record to include sendgrid.net as the domain authentication alone will not resolve delivery issues if you have an SPF record which doesn’t allow emails to be sent by sendgrid.

Example SPF record at GoDaddy:

v=spf1 mx include:protection.outlook.com -all

The SPF record should be updated as follows in order for the domain authentication to work as expected:

v=spf1 mx include:protection.outlook.com include:sendgrid.net ~all

Bounced or Dropped Emails

Bounced or dropped emails can be caused by a number of issues. Either the email address was unable to be found in which case it may be incorrect, or the recipients’ email server was not able to accept the message. If you contact our Support with the specifics of the email which was not delivered, we can check and see if there is a reason provided for the delivery issue.

SPAM Emails

An email not delivered because it is flagged as SPAM is most often caused by the intended recipient at one time taking the step of designating an email from the sending company as SPAM, and by the SPAM or Junk Mail Settings in the recipient’s email utility.  This may have been done intentionally or in error by the intended recipient, but until that SPAM designation is removed by the recipient any email sent will continue to be rejected as SPAM.  Occasionally a recipient may mark a marketing email as SPAM and this causes actual transactional emails from the same company to also be marked as SPAM.