Troubleshooting
Solutions for common issues with domain verification, email delivery, and client configuration.
DNS and domain verification
Some records verified but not all
Each record is checked independently. If some show green checks but others do not, double-check the records that are still pending. Make sure the type, host, and value match exactly.
SPF record conflict
If you see a warning about an existing SPF record, do not add a second SPF TXT record. Use the merged value shown in the dashboard. Having two SPF records will cause email delivery failures.
DKIM TXT record not found
Make sure the TXT record host is exactly shipmail._domainkey (not the full domain, your provider appends it). Copy the full DKIM value from the dashboard, including the v=DKIM1 prefix.
DNS provider not detected
Provider detection works by checking your nameserver records. If your provider is not detected, the setup process is the same. Add the records in your DNS provider and verification will work regardless.
Email delivery
Emails going to spam
Verify that SPF, DKIM, and DMARC records are all passing. Check your domain reputation in the dashboard. New domains may need a warm-up period before inbox placement improves.
Emails not arriving at all
Check the analytics dashboard for bounce or reject events. Make sure the recipient address is valid and the receiving server is not blocking your domain or IP. Check the sending policy page for rate limits.
Sent folder not showing sent mail
Most email clients store sent mail via IMAP automatically. If yours does not, check the client settings for the sent folder path. JMAP clients handle this automatically.
Email client connections
Cannot connect to IMAP or SMTP
Use the exact hostname, port, and TLS settings from the connection details page. Make sure your email client supports STARTTLS (port 587) for SMTP or implicit TLS (port 993) for IMAP.
Authentication failed
Use the full email address (user@domain.com) as the username, not just the local part. The password is the one set during mailbox creation.
Still stuck?
If your issue is not listed here, check the email authentication guide or IMAP and SMTP settings for detailed configuration steps. You can also reach us through the chat widget in the dashboard.