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Domain troubleshooting

“I’m not receiving mail”

Walk through these in order:

  1. Check domain status - Settings → Domains → [domain]. If it’s not green, DNS isn’t fully propagated. See Verify.
  2. Check MX from another network - run dig MX yourdomain.com from a terminal or use mxtoolbox.com. You should see our receiving host.
  3. Check the bounces log - Settings → Domains → [domain] → Bounces. If the sender got a rejection, the reason is here.
  4. Try from Gmail - send yourself a test from a known-good Gmail. If Gmail mail arrives but another provider’s doesn’t, the issue is outbound from their side.
  5. Still nothing? Email [email protected] with the domain name and approximate time of the missing mail.

”My sent mail is going to spam”

  • Confirm DKIM is signing. View a received copy of one of your messages (send to Gmail, then inspect) - you should see dkim=pass in the Received headers.
  • Confirm SPF aligns. The envelope From (SES’s Return-Path) must be on your domain or align with it. Our configuration handles this; spam boxing usually means your DMARC policy isn’t matching correctly.
  • Check DMARC reports at the email in your rua= record. They’ll show which sources are failing alignment.
  • Warm up a new domain. Don’t send your first message to 500 recipients; start small.

”DNS looks right, but verification keeps failing”

  • Cloudflare - the orange cloud (proxy) breaks DKIM CNAMEs. Turn it off for selector1._domainkey, selector2._domainkey, selector3._domainkey.
  • Wrong record type - some registrars interpret CNAME targets differently. If you’ve accidentally entered a DKIM CNAME as a TXT, it won’t resolve.
  • Quoted TXT - a TXT value entered as "abc123" (with quotes) versus abc123 (without) varies by registrar. Check how your registrar renders it in the read-only DNS view.

”A send address was deleted by accident”

Re-add it at Settings → Domains → [domain] → Send addresses → Add. There’s no re-verification needed - DKIM is at the domain level, not the address level.

”I want to move a domain to a different SuperMail workspace”

Email [email protected] with both workspace IDs and we’ll migrate it manually. We don’t expose a self-serve transfer flow yet.

Still stuck?

Email support with:

  • The domain name.
  • A screenshot of the domain page in SuperMail.
  • Output of dig +short TXT yourdomain.com, dig +short MX yourdomain.com, and dig +short CNAME selector1._domainkey.yourdomain.com.

We’ll usually get back to you same-day.