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Deliverability Issue with triggered transactional emails. Brand new to Warrior. Please help!

by edwardcandyclub
14 replies
Hello all. I'm brand new to Warrior. I'm having a big issue with transactional email deliverability. As far as I can tell, this is only affecting AOL customers (yes, they're still out there). They aren't going to spam - AOL is rejecting the messages. These messages have HUGE engagement. i.e., password reset message has a 90% overall open rate. Bronto (my ESP) says this is likely because I use different subdomains to send my marketing and triggered transactional emails. For marketing I use candyclub@email.candyclub.com and for transactional I use info@info.candyclub.com. I've always thought this was a normal practice and, in fact was helpful for making sure that transactional email deliverability was not negatively impacted by possible spam complaints about marketing messages. Can someone please verify that what Bronto is saying is true before I go and change the transactional API calls to send the transactional emails from the same subdomain as the marketing messages. Also, it's very weird that marketing messages to AOL don't seem to be having this same problem.

This is a very big problem. Any help would be greatly appreciated.
#brand #deliverability #emails #issue #transactional #triggered #warrior
  • Profile picture of the author DIABL0
    When you say AOL is rejecting the message, do you know what the error code / message is?

    Why are you using sub domains?

    If an ISP has an issue with your domain, adding a sub domain isn't going to chnage anything.

    I don't fully follow what your problem is? Are you saying your messages were delivering fine and now you have a problem?
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  • Profile picture of the author edwardcandyclub
    Hi, Thanks for your response.

    The error code is 521 5.2.1

    We've always used subdomains to send emails. It's a common practice. If you check your inbox for commercial emails I'm guessing a lot, if not most of them send from subdomains. For example, I just checked an email sent by google and their from address is
    no-reply@accounts.google.com not no-reply@google.com.

    I have been sending for 2 years now without any issue and always from a subdomain. This was not done to help a deliverability problem. This deliverability problem has just started within the past week.

    What I'm being told is that because I'm sending transactional messages from one subdomain (info@info.candyclub.com) and marketing messages from another (candyclub@email.candyclub.com) that this could somehow be causing an issue with AOL which I don't think is true.
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    • Profile picture of the author ronnierokk
      Originally Posted by edwardcandyclub View Post

      Hi, Thanks for your response.

      The error code is 521 5.2.1

      We've always used subdomains to send emails. It's a common practice. If you check your inbox for commercial emails I'm guessing a lot, if not most of them send from subdomains. For example, I just checked an email sent by google and their from address is
      no-reply@accounts.google.com not no-reply@google.com.

      I have been sending for 2 years now without any issue and always from a subdomain. This was not done to help a deliverability problem. This deliverability problem has just started within the past week.

      What I'm being told is that because I'm sending transactional messages from one subdomain (info@info.candyclub.com) and marketing messages from another (candyclub@email.candyclub.com) that this could somehow be causing an issue with AOL which I don't think is true.
      Here's something I found on Google you might want to read...

      The mail address you're sending from is hosted on a server that our systems have identified as "abusive" -- someone appears to be using the server to send out spam. In cases like this AOL temporarily blocks the server and AOL Mail addresses will not receive email sent from it.

      As a result, you (the sender) receive a message from your domain's Mailer Daemon alerting you that the message was not delivered. This email contains the specific error code and corresponding reason your message wasn't delivered.

      To un-block your mail, the administrator of your email domain (which may be you; more often it is your Internet Provider) should open an AOL Postmaster support request by visiting http://postmaster.info.aol.com/SupportRequest.php.

      Hope that helps...
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      • Profile picture of the author edwardcandyclub
        Originally Posted by ronnierokk View Post

        Here's something I found on Google you might want to read...

        The mail address you're sending from is hosted on a server that our systems have identified as "abusive" -- someone appears to be using the server to send out spam. In cases like this AOL temporarily blocks the server and AOL Mail addresses will not receive email sent from it.

        As a result, you (the sender) receive a message from your domain's Mailer Daemon alerting you that the message was not delivered. This email contains the specific error code and corresponding reason your message wasn't delivered.

        To un-block your mail, the administrator of your email domain (which may be you; more often it is your Internet Provider) should open an AOL Postmaster support request by visiting http://postmaster.info.aol.com/SupportRequest.php.

        Hope that helps...
        The administrator of the domain is an ESP so I will contact them and ask them to open a case. Thank you.
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  • Profile picture of the author DIABL0
    I did a dns lookup on info.candyclub.com and it has no A record / rdns

    email.candyclub.com has both and I assume is delivering fine.

    AOL Error Code:

    521

    AOL will not accept delivery of this message
    This is a permanent bounce due to:

    RFC2822 From domain does not match the rDNS of sending server.
    RFC 2822 FROM address does not have an A record and is not a valid domain.
    IP has a poor reputation and mail is sent to multiple recipients.
    There are multiple From address in the mail headers and the IP reputation is poor.
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  • Profile picture of the author edwardcandyclub
    DIABL0, Thank you very much. Can you tell me where you find all this great info?

    You are right about email.candyclub.com delivering fine with the exception of gmail for marketing messages. I have no real proof of this as there is no error code and the deliverability % is always high (only meaning that the message has been received by the server) but gmail click rate is always half of all other domains. This was not always the case.

    As soon as I began to see gmail clicks get worse I began handling gmail email addresses differently. i.e., I only send to the newest most engaged contacts. I changed to a private domain (instead of the Bronto shared one) and slowly ramped up (even slower than what was suggested) and still not a lot, if any improvement.

    Any idea about this?
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    • Profile picture of the author Matthew Iannotti
      Originally Posted by edwardcandyclub View Post

      DIABL0, Thank you very much. Can you tell me where you find all this great info?

      You are right about email.candyclub.com delivering fine with the exception of gmail for marketing messages. I have no real proof of this as there is no error code and the deliverability % is always high (only meaning that the message has been received by the server) but gmail click rate is always half of all other domains. This was not always the case.

      As soon as I began to see gmail clicks get worse I began handling gmail email addresses differently. i.e., I only send to the newest most engaged contacts. I changed to a private domain (instead of the Bronto shared one) and slowly ramped up (even slower than what was suggested) and still not a lot, if any improvement.

      Any idea about this?
      You can use this site, free to use for most features.

      MX Lookup Tool - Check your DNS MX Records online - MxToolbox

      You can test your email and server config with it.
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  • Profile picture of the author DIABL0
    Usually the error code will have a link to an explanation of the error.

    You can also find them published on line.

    I favor https://www.dnswatch.info for lookups, as they are real-time and not cached.

    Are you seeding your list to test inboxing before drops and during?

    If your hitting the spam folder, you really want to verify everything is set up correctly (including for ESP if you use one) and then systematically test for reputation / content problems.
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  • Profile picture of the author sendizo
    It does nothing to do with a domain/sub-domain.
    Check the Mail log AOL should reply with the reason why your message was rejected.

    Since you're sending transactional email and facing no trouble with other users @gmail, @yahoo, outlook...etc. I would say probably its the email structures.

    edited by mod to remove old link
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    • Profile picture of the author edwardcandyclub
      Originally Posted by sendizo View Post

      It does nothing to do with a domain/sub-domain.
      Check the Mail log AOL should reply with the reason why your message was rejected.

      Since you're sending transactional email and facing no trouble with other users @gmail, @yahoo, outlook...etc. I would say probably its the email structures.

      Can you please share more details about the error message. and can you please send a test using mail-tester.com ?

      I would be more than happy if I could offer help.
      @sendizo I can't send a true test message because this email is triggered via an API call based on action a user takes on the site. I can manually trigger the message but then it works just fine (i.e., it goes to the inbox of my AOL seed account.) That's why I know it has to be something in the API or subdomain set up. If I manually trigger the email, it will pass all spam filter tests in mail-tester, litmus, and MailMonitor.
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  • Profile picture of the author DIABL0
    @ronnierokk

    You can also end up in the spam folder if a provider has an issue with your hosting. I'm not talking about links in the message, just who is hosting your from address can do it
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  • Profile picture of the author bobby_shahzad
    AOL has a dedicated website to provide support related to deliverability issues.

    We are always in communication with them whenever there is a deliverability issue with AOL

    Try them, they are helpful if you communicate with them rightly

    https://postmaster.aol.com/
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  • Profile picture of the author DIABL0
    I'm not sure if you followed what I said in my post. But based on the code, what aol returns for the reason and the test I did, you need to set up an A record for info.candyclub.com and rdns for the IP that you use for it.

    Aol states that you will get the 521 error and not allow delivery if an A record doesn't exist and rdns isn't set up.

    Which there is no A record for info.candyclub.com
    https://www.dnswatch.info/dns/dnsloo...submit=Resolve

    You said email.candyclub.com is delivering fine and if you check it, it has an A records and rdns record for the IP being used for it.

    So I'm pretty sure if you just set up an A record/rdns it will be fixed.
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  • Profile picture of the author halitta
    hello

    please how can fill the blank telnet test?
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