Why are my clients not receiving my emails?

This is a common issue when bulk emails are sent from Palace i.e statement runs and mail merges. Unfortunately, we can only control the emails leaving our email server and cannot control the receiving end. As our 'Palace Email Domain' isn't a well-known source like Gmail or Outlook etc. bulk emails sent out of Palace can be identified as potential SPAM. For some email providers, they automatically filter emails to the recipient's JUNK/SPAM folders, others block them all together or restricts how much can be received eg. email will be received fine, however, attachments may be dropped off.

Services like Gmail, Outlook.com, and Yahoo! Mail block email to protect you from unwanted or malicious emails such as phishing, scams, and spam. In this case, they are mistaking the email that you've sent from Palace as spam or applied to their junk mail.

To avoid this from happening we suggest that you ask your clients to get their email provider to unblock or whitelist your email address.

If you are using our Email Domain, the address that needs to be whitelisted is your domain address which is in this format if you are a Palace Live or Palace Server user -
- administrator@ENTER YOUR DOMAIN NAME HERE.rentals-mail.com

And if you're a Palace Liquid User, you want to add the two addresses below - 
- messaging-service@post.getpalace.com & administrator@ENTER YOUR DOMAIN NAME HERE.rentals-mail.com 

Unsure what your domain address is? get in touch with our support team and we will be able to confirm your domain name for you.

If you are not using our Email Domain, the address that needs to be whitelisted is your personal address eg. steve@testing.com

We recommend you send the emails out individually to your clients on how they can whitelist your Palace email address to avoid any missed emails.

Please click the following, for more information on How to White List your Email address

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