Understanding sent email errors
Use the table below to determine why a sent email failed to reach the intended recipient and what to do next to resolve the issue.
|The email address doesn't look quite right. You may have mistyped ('gmial' instead of 'gmail') or mixed up the address format ('[email protected]' instead of '[email protected]')
|Check for any typos and whether you’ve got the right email format. To correct the email address, update the field in Contacts. If you don’t see any errors, to check the email address is valid, you may want to use your own email program to contact your customer. If you get an automatic response email saying your email wasn’t delivered, get in touch with your customer another way. If you haven’t received an automatic response email, contact the Sage Customer Services Team who can investigate further.
|It looks like there's a problem with your customer's mailbox right now. It might be full or offline.
|This problem is often temporary. You might want to try sending again in a few days or getting in touch with your customer another way. Once the problem with your customer's mailbox is fixed you'll be able to resend any emails that didn't get through.
|While sending your email we received an automatic response from your customer's mail server. This could be an out of office message or an address not found error.
|If you have not received a timely response from your customer you may want to send an email to your customer using your normal email program. This will allow you to see what, if any, automatic response is being provided. You can then advise your customer of the problem you are encountering.
|Your email has not been delivered because it was blocked by the mail server or internet service provider used by your customer.
|Mail servers and internet service providers sometimes prevent the emails customers want to receive getting through. This happens if they think your mail could be spam or they think the sender has a reputation for sending spam. Ask your customer to check what blocks their server or internet service provider have in place. Emails sent from Accounting and Accounting Start are sent from [email protected]. Try resending emails once any blocks are removed. If you still have problems, contact the Sage Customer Services Team.
|Your customer has reported your email as spam. This means their mail service won't let our mail service send them any more emails.
|The spam block can be removed if your customer agrees to receiving your emails. Check you're using the right email address for your customer and that you have permission to email them. Emails sent from Accounting and Accounting Start are sent from [email protected]. Contact Sage Customer Services Team to remove the spam block.
|Mail delivery can fail for many reasons. There are a few things you should check or that you can ask your customer to check to help make sure your email is received.
|Make sure you have the correct email address, and check for any typos. Your email will not be delivered if your customer's inbox is full or their email account has been deleted. Send your customer an email using your email provider to check for any auto-generated responses that may provide details of any problems. It's possible your email may have been flagged as spam and blocked by the mail server or internet service provider used by your customer. Get your customer to check for any blocks on their server or that might have been put in place by their internet service provider. If you're still having problems, and have permission from your customer to email them, contact Sage Customer Services for help removing any blocks.