Why are my emails not being received?

  • Updated

When you send an email from Jupix, not from your email client, we send the email from our servers on your behalf so that the replies to these emails are sent back to your email addresses. 

When the emails are received into the recipient's mailbox, their email client (Outlook, Google Mail etc) will sometimes check to make sure that we are allowed to send on your behalf.  To do this, the email checks a domain txt record, otherwise known as SPF which stands for Sender Policy Framework.  If we aren't included in the SPF records, this will reduce the chances for your email being received by the intended recipient. 

What do you need to do? 

To add us into your SPF records, you'll need to speak to your domain controller (the company who holds your www. address) or IT and ask them to add in the following to your SPF/TXT records; 


How do you know that this hasn't been done already? 

Support can check your TXT records in the same way that the email clients do and confirm for you if they have been updated. This can also be done by your domain provider.  

Other issues with emails being received

Some email domains are set up so that if an email comes from outside the domain, but is marking itself as an internal email, for example a viewing confirmation to a colleague, then it might block the email.

This can't be improved by SPF records and would need to be changed by your internal IT.  

Due to the nature of the way that we send your emails, if your domain has DMARC (Domain-based Message Authentication, Reporting and Conformance) or DKIM (DomainKeys Identified Mail) then these might also be blocking your emails from being received. You will need to speak to your IT or domain controller about modifying these settings as there is nothing that we can provide or change from the Jupix side to help when domains are set up like this.  

Related articles:

SPF records and Jupix