Mail Delivery Questions

Problems Delivering Branded Email

Rocketseed customers sometimes report email delivery problems. In some cases there is an actual problem in delivering a message; in others, the receiver’s system accepts the message, but it is not displayed in the inbox. This page contains diagnostic information for these issues.

Confirming Mail Delivery

The first step is to determine if the message was actually delivered.

Contact the intended receiver and confirm that the correct email address was used, and that the receiver’s mailbox is not full.

If this does not resolve the issue, ask your internal IT department to confirm that your message was delivered to the Rocketseed server for branding. If your IT department can provide us with a Message ID, we can more easily track precisely what happened. If this is not possible, please provide us with specific details about when the message was sent, and to whom.

If you can provide us enough information to track the message, we can determine if it was delivered to the destination server. If delivery failed, we can try to help identify the problem.

Identifying Other Problems

If Rocketseed delivered a branded email to the receipient’s email server but the message was not received in the recipient’s mail box and no bounce message was sent back to the email sender, then it is possible that the mail has been flagged as a phishing attempt.  To alleviate this, make sure all the urls (both tracked and untracked) in the mail body have the same domain as the one being used to send the email.

If Rocketseed delivered the branded email successfully, it’s possible that the message is not visible in the receiver’s inbox. This usually indicates that the message was marked as spam, or that a filtering rule moved it elsewhere. Rocketseed branding is constructed to minimize the likelihood of this happening, and it is possible that other factors are causing the problem.

In some cases, if your email address is not listed by the recipient as a “safe sender”, your message may be marked as spam. The presence of attachments and embedded images may also be a factor.

Rocketseed employs all the most modern authentication tools to ensure safe delivery of your mail. Protocols like DKIM, SPF and TLS are all used to verify the identity of the sender to increase the reliability of delivery.

If you can send an identical message to our support staff we may be able to determine if the original content was the source of the problem or if some other factor is at work.