Sometimes emails get marked as spam or junk mail, preventing you or your participants from receiving an invitation mail. This page is designed to help you define this cause, and also to find a solution.
There are different points from which an investigation can begin. Please only contact Survalyzer Support after you have tried each of the actions below.
If you or one of your colleagues received an invitation email in spam, this can have several causes. Follow these steps to find the root cause of your problem:
- The first reason might be that the Sender Address / Domain is the same as the receiving Address / Domain
- Sometimes a receiving mail server marks an email as spam because the sending mailserver is not allowed to send emails in the name of the receiving mailserver. To test if this is the problem, use another sender address – for example, your private email address.
- If the invitation email is then successfully received, a whitelisting of our mailserver or a SPF entry could solve the problem. More information can be found in “What you can do to make sure your email won’t get marked as spam”.
- If the invitation email is still received as spam, the next step is to send an invitation email to your private email account and see if it’s also received as spam there.
- If it is not received as spam, then the problem is likely to be caused by internal spam recognizing patterns on your own mail server. Contact Survalyzer Support to help you investigate further. If it is received as spam, take a look at the second cause for spam – explained within the topic “Your participant received the invitation as spam”.
- When your participant receives an invitation email as spam you should firstly check if YOU receive the email as spam or junkmail also. This is the most effective starting point for our investigation, as we can test it without bothering your participants any further.
- If you receive the mail as spam on your personal email account, send yourself another email, via Survalyzer, with the following content:
This is an invitation email. Click here to open the survey:
If this is not received as spam, you have a problem with your email content. Content Spam Declarations are difficult to explain. Please contact Survalyzer Support to discuss your findings.
If the invitation is still received as spam, you should change the “from” address to your private email address and send it to your company email address. If this is not received as spam. you may need to enable DKIM on your email account. Please contact Survalyzer support for more information.
If this invitation is still received as spam, please contact Survalyzer support and tell us your findings.
- DKIM and DMARC
If you want to whitelist our mail server, this is the IP-address you will need:
22.214.171.124 (for yourdomain.survalyzer.ch )
126.96.36.199 (for yourdomain.survalyzer.nl)
SPF is a DNS entry and lists mail servers allowed to send emails in the name of the domain. For this check, the email field "Return-Path" (which can vary from the "From" field) is used. Because of Survalyzer´s bounce management, the email field "Return-Path" always points to a Survalyzer domain. Therefore, the SPF Records should always point correctly.
If you need an SPF-entry so that our mail server is given permission to send emails on your behalf, please use the following line:
include:spf.datacoll.net (for yourdomain.survalyzer.ch ) include:spf.prosurvey.nl (for yourdomain.survalyzer.nl )
DKIM is a DNS entry and contains the public key for validating the DKIM signature of an email. For this check, the "from" email field is used. If requested by the client, we can enable DKIM for specific sender domains. Before we enable DKIM, you must perform the following action, otherwise your email is susceptible to spam.
Create DNS entries of the type "CNAME":
"survalyzer1._domainkey.--yourdomain--" point to "survalyzer1._domainkey.survalyzer.com"
"survalyzer2._domainkey.--yourdomain--" point to "survalyzer2._domainkey.survalyzer.com"
--yourdomain-- is the domain which you use to send emails from Survalyzer.
We enable DKIM per domain. If you use another domain to send emails, the DKIM signature won´t be added.
We will add the signature for the public key at: "survalyzer1._domainkey.survalyzer.com" and "survalyzer2._domainkey.survalyzer.com".
In the signature of the emails, you will see that a record is created for the domain "survalyzer1._domainkey.--yourdomain--" or "survalyzer2._domainkey.--yourdomain--".
This is a DNS entry which contains instructions on which actions to perform with emails which don´t align with SPF or DKIM.
The field "Return-Path" is compared with the field "from". If they don´t match, SPF is not aligned. As explained above, we can not currently ensure SPF alignment, due to extensive bounce management.
The field "from" is compared with the subject from the DKIM signature. This alignment can be implemented as described above. DMARC must be enabled and maintained on the client´s domain, by the client.
IMPORTANT: Please, only contact Survalyzer Support after you have tried the relevant steps on this page.
If you have exhausted all possibilities and still don’t have a solution, send an email to email@example.com, including all of the steps you tried and your corresponding findings. The email should also contain the email you received in your junk mail folder. This email needs to be sent as an attachment, rather than forwarded.