On certain overviews, you may see an invalid email icon next to customer email addresses. This article will help you identify and resolve the underlying issue.
When you see the invalid email icon, it means that an email sent to that customer's address was not successfully delivered. There are several possible reasons for this, and we've created a checklist to help you diagnose the problem.
When to check this:
You notice a high number of invalid email icons across multiple customers.
Most common cause:
Issues with your SMTP server configuration.
How to diagnose:
The error messages will typically indicate the root cause of the delivery failures, such as:
Next steps:
If you find errors here, review your email configuration settings or contact your IT administrator to verify your SMTP credentials and settings.
When to check this:
The invalid email icon appears, but you can confirm the email was actually delivered to the recipient.
Most common cause:
Your SMTP server is sending incorrect delivery status responses to Twikey.
What's happening:
When you use your own SMTP server, Twikey relies on the response codes your server sends back after attempting delivery. Sometimes your server may send a "bounce," "undeliverable," or "failure" response even though the email was successfully delivered.
Common scenarios:
How to fix this:
Contact your IT administrator or email server provider to:
Good news:
The invalid email flag is not permanent.
How it works:
If there were previous delivery issues, the invalid email icon will automatically be cleared the next time we successfully deliver an email to that customer's address.
What this means:
When to take action:
If the invalid email icon persists across multiple email attempts, investigate using steps 1 and 2 above, as this indicates an ongoing issue rather than a temporary problem.
| Symptom | Likely Cause | Where to Check | Solution |
|---|---|---|---|
| Many invalid email icons | SMTP configuration issue | Activity > Email | Review email integration errors and fix SMTP settings |
| Invalid icon but email was delivered | Server response mismatch | Your email server logs | Contact IT to fix server response codes |
| Invalid icon on single customer | Temporary delivery issue | Wait for next email attempt | Flag will auto-clear on successful delivery |
If you've followed these steps and are still seeing invalid email icons: