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Troubleshoot custom email domain errors

General Troubleshooting

I ran the DNS test and it is not passing, even though I added the necessary records

Changes to your DNS records can be immediate or may take hours to update live, depending on your provider. Our DNS test will only detect live changes. Please ensure you have followed the setup instructions, and then wait and try again. If the test still doesn't pass after 24 hours please contact us.

I'm using Cloudflare, is this ok?

Yes, it is ok to use Cloudflare. Please look at the example screenshot below and ensure your Cloudflare settings are setup this way (note that the details shown below are just an example, you should use the values provided in Autopilot). Also, make sure the CNAME record is bypassing cloudflare (a grey cloud icon will be displayed when it is doing so, as per the screenshot below). 

Sender ID Troubleshooting

You may notice a red error message appearing under 'Sender ID' when setting up a custom email domain. This means the Sender ID has been incorrectly configured with your DNS provider. 

To resolve this, please find your error below and implement the solution within your DNS account:

1. Multiple SenderID records found, including a valid Autopilot record. Please combine them so there's only one 'v=spf1' TXT record.

SOLUTION: There are currently multiple TXT records in your DNS account that begin with 'v=spf1', including the valid entry for Autopilot. However, as multiple SPF may cause delivery and spam classification issues, they must be combined into one record.

For example, let's say you have an existing TXT record for Outlook that looks like:

'v=spf1 include:spf.protection.outlook.com ~all' 

And you need to also add the Autopilot record, which looks like:

'v=spf1 include:spf.autopilothq.com include:sendgrid.net ~all' 

You would need to combine the two like so:

'v=spf1 include:spf.autopilothq.com include:sendgrid.net include:protection.outlook.com ~all'

2. Multiple SenderID records found, but not the correct record.

SOLUTION: There are currently multiple TXT records that begin with 'v=spf1' in your DNS account, but none of them are the correct Autopilot record. An Autopilot record must be added within your existing 'v=spf1' records, since DNS providers only allow one TXT record that begins with 'v=spf1'.

Here is an example of combining the Autopilot Sender ID record into an existing Outlook Sender ID:

'v=spf1 include:spf.autopilothq.com include:protection.outlook.com ~all'

3. SenderID record found, but markup incorrect.

SOLUTION: A Sender ID is currently configured for Autopilot, but its content is incorrect. Please make sure the Sender ID is correctly set as a TXT record like so: 

'v=spf1 include:spf.autopilothq.com ~all'

 

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