Troubleshooting Email Delivery

Email deliverability can be tricky, but we've gathered all the information you need to know in this troubleshooting FAQ.

When you enable an email from the Program Details>Email Templates page in Refersion, those emails are sent to affiliates from the email you listed as your affiliate contact/support email within Profile Name>Settings>General.
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As an example, if your affiliate contact/support email is [email protected], this is the "from" email affiliates will see when they receive emails sent by the Refersion system.
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There are times when an email is delivered, but it winds up in the affiliate's spam folder. There are also times the email is not delivered at all. Below is a list of reasons an email may not be delivered: Additionally, if you are expecting a password reset or verification email, check your spam or junk folder. Automated emails like these can sometimes be mistakenly flagged as spam by email providers.

|Reason|Description| |---|---| |Hard bounce|The email could not be delivered because the email address does not exist.| |Soft bounce/Undeliverable|Unable to temporarily deliver the email message (i.e. mailbox full, account disabled, exceeds quota, out of disk space).| |Spam notification|The message was delivered but was either blocked by the affiliate, or classified as spam, bulk mail, or had rejected content.| |Spam complaint|The affiliate explicitly marked an email they received as spam therefore, no further emails will be delivered.| |ISP block|Blocked from this ISP due to content or blacklisting.| |DMARC Policy|Email rejected due to DMARC policy.||Hard Bounce (Extended)|The email address flagged as a "Hard Bounce" due to previous delivery failures (e.g., undeliverable email address) will block future emails unless resolved.|

If you suspect emails aren't getting properly delivered to your affiliates, let us know and we'll review our email logs to see which of the reasons above applies to your emails.
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For emails that are not delivered due to a DMARC policy, keep reading below for solutions.

DMARC stands for Domain-based Message Authentication, Reporting & Conformance. A DMARC policy is a TXT record added to your domain's DNS records that helps prevent unauthenticated parties from sending emails from your company's domain without authorization. It's often used to prevent email spoofing and phishing.

Returning to the [email protected] email example, "example.com" is the domain that may be protected by a DMARC policy. If this domain has an active DMARC policy in place that rejects unauthorized emails, all emails Refersion attempts to send on your behalf will not be delivered to your affiliates.
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When a domain is protected by a DMARC policy, you can enable other parties such as Refersion to send authenticated emails by adding a DomainKeys Identified Mail (DKIM) entry to your domain's DNS records.
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DKIM is an email authentication method that uses a digital signature to let the receiver of an email know that the message sent by another party was authorized by the owner of the domain.
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If your domain has a DMARC policy that's preventing emails from being delivered to your affiliates, a Refersion team member will ask you to configure two entries in your domain's DNS records:

Once the records are provided to you, you'll add the records to your domain's DNS records.

If you’d like to try this on your own and have admin access, DNS instructions for popular domain hosts can be found below:

<br> <b>Why am I not receiving password reset or verification emails on Refersion?</b> There could be several reasons why you may not be receiving password reset or verification emails. Below are potential issues and actionable solutions. ### Common Issues with Email Delivery 1. **Spam or Junk Folders** - Emails, especially automated ones like password resets, may end up in your spam or junk folder. Check for an email from Refersion with the subject "Your login information." 2. **Hard Bounce** - Your email address may have been flagged as a "Hard Bounce," which occurs if previous delivery attempts failed. This status blocks future emails until resolved. ### Troubleshooting Steps Follow these steps to resolve common issues: 1. Clear your browser's **cache and cookies**. 2. Use an **incognito/private browsing window**. 3. Ensure all steps, including clicking the reset link, occur on the **same browser and device**. 4. To initiate a password reset, visit [this link](https://grovemade.refersion.com/affiliate/forgot_password) and click "Forgot Password." ### Password Reset and Security Guidelines To process a password reset request: - Passwords must be at least 8 characters long and include: - A capital letter - A symbol (e.g., @, #, $) - A lowercase letter - A number - If using underscores, add an additional special character. ### Additional Tips - Password reset links expire within **one hour**. Act promptly to reset your password. - If you still don't see an email, check your promotions tab (if using Gmail) or any email filtering rules. ### Next Steps for Persistent Issues - Confirm that previous delivery issues due to a "Hard Bounce" status have been resolved. - Contact Refersion support at [email protected] for further assistance, providing details about your issue.