Branding / Email Provider - Blocked

[Senor_Fiorano]

Hi Everyone,

We are using our own SMTP provider for branded emails. What we are finding as that all of our customers within a particular UK Government organisation are not receiving welcome/sign up emails. We’ve tried AWS SES, SendGrid and our own Gmail (part of our GSuite) all with no luck. All tests to contacts outside the organisation work (eg, personal gmail accounts etc)

Just to clarify, does the email come from Auth0 (but using our own SMTP) or does the email come from the email provider? We have Mailchimp and all of our marketing / newsletters get to this organisation with no issues… So we just want to confirm where the sign up emails originate from … if that makes sense?

Many thanks!

[rueben.tiow]

Hi @Senor_Fiorano,

Thanks for reaching out to the Auth0 Community!

@Senor_Fiorano

We are using our own SMTP provider for branded emails. What we are finding as that all of our customers within a particular UK Government organisation are not receiving welcome/sign up emails.

First, could you please verify with your chosen SMTP provider and check the logs to see if the emails are being sent or aborted?

And could you please clarify that only users in one of your Organizations are not receiving these emails?

@Senor_Fiorano

Just to clarify, does the email come from Auth0 (but using our own SMTP) or does the email come from the email provider?

If you have your own SMTP Provider configured, the emails will originate from your SMTP Provider.

I am looking forward to your reply.

Thank you.

[Senor_Fiorano]

Hi @rueben.tiow thanks for the reply.

It appears our emails are being ‘queued’ by the target mail server (we can see a ‘250’ response).

Thanks for your time.

Fiorano