Emails not sending or sent to spam
Overview
Sometimes Cin7 Omni email addresses can end up in quarantine, spam, or junk folders. Email service providers regularly update their settings to identify potential spam.
Try the following steps if you are experiencing issues with sending emails or emails marked as spam:
CIn7 Omni uses Twilio's SendGrid to send emails.
Add SPF record
Contact your IT team or email domain provider to add the SPF record below.
You need to notify ISPs that Cin7 Omni is allowed to send emails on your behalf.
No existing SPF record
Add the below text to the specific DNS records for your email domain (that you send emails from).
v=spf1 mx a ip4:219.88.246.20/32 ip4:219.88.246.23/32 ip4:219.88.246.25/32 ip4:219.88.246.26/32 include:sendgrid.net ~all
Existing SPF record
If you already have an SPF record (for example, you use Outlook), you will need to edit the existing one.
You will need to add the Cin7 Omni IP addresses before the include statement.
For example,
v=spf1 mx a ip4:219.88.246.20/32 ip4:219.88.246.23/32 ip4:219.88.246.25/32 ip4:219.88.246.26/32 include:sendgrid.net include:spf.protection.outlook.com ~all
After an hour, send a test email to see if you can send emails successfully. If test emails are not received, check that the SPF record matches your DNS settings or check if the emails go to the spam or junk folders.
Update DNS records
After adding your SPF records, contact our support team if you are still experiencing issues with emails.
Create a new case, or reply to an existing case, and let our team know you tried to add the SPF record.
Our team will send you the DNS data. You may need to forward this to your IT team.
Update your domain’s DNS records with the DNS data we sent you.
Contact our team once the DNS records are added so we can validate this from our end.
A successful validation can take up to 48 hours.
Microsoft emails
If you use Microsoft Email (Outlook), contact Microsoft support to see if there are emails quarantined under Microsoft 365 Defender.
Allow emails with Sender Office
Open Sender Office.
In From address, add the email address/es you are using to send emails.
In IP address, add the IP address 149.72.251.59
You will receive a confirmation email as part of the verification process.