1. Marketing, Sales Force Automation, and Partners
  2. Marketing
  3. Email Marketing Campaigns
  4. Managing Bounced Email
  5. Troubleshoot Undelivered Email

Troubleshoot Undelivered Email

This topic includes troubleshooting tips to determine why email messages from NetSuite aren't delivered.

For information about how to optimize email campaign delivery, see the Five Golden Rules for Outbound Email in Email Best Practices.

  1. If an email message to one person wasn't delivered, go to Lists > Relationships > Bounced Email Addresses. Determine if the recipient is on the bounced email list. For more information, see Viewing the Bounced Email Address List.

  2. Determine whether the email was blocked by NetSuite or whether it was rejected on the destination mail system. For more information, see Using the Sent Email List or Undelivered Emails Saved Search.

  3. Go to Setup > Company > Communication > Sent Email List or Lists > Mailing > Undelivered Emails. Find the email address and look at the value in the Compliance Verified column. If the email address is not compliant, check the DKIM settings for your account. For more information, see DomainKeys Identified Mail (DKIM).

  4. If the Compliance Verified column is set to No, go to Setup > Company > Email > Email Preferences. On the Domain Keys subtab, set up a DKIM key for the domain populated by the customer in the From header of the email. You can set up DKIM keys for each domain you use in the From header, but only one DKIM key per domain. When you send an email message, NetSuite uses the DKIM key that best matches the From domain in the current email message. For more information, see DomainKeys Identified Mail (DKIM). See also Setting Email Preferences.

Related Topics

General Notices