Hello, I use your service and I manage a database in it and send verification emails. A client contacted me and said that the email was sent to his spam folder..
Hi @fyanchikatilo,
Welcome to the Auth0 Community!
Firstly, please let me question if you have already set up a custom SMTP email provider ? I am checking on this since this is highly recommended for production stages when sending email verifications and by default, Auth0 uses a built-in email provider meant only for testing purposes. Also, ensure the ‘From’ email in your Auth0 templates matches the domain of your SMTP provider.
Otherwise, does this happen to only one customer in particular, or it generally goes to the spam folder ?
Our documentation regarding Troubleshoot Email Provider Delivery Issues advises on configuring the following authentication standards as well in order to prevent this type of issues:
- DomainKeys Identified Mail (DKIM)
- Sender Policy Framework (SPF)
- Domain-based Message Authentication, Reporting, and Conformance (DMARC)
I would also add that searching through your Auth0 Logs should provide more hints on the matter. Go to Monitoring - Logs in your Auth0 dashboard and filter by the customer’s email or the event Failed Sending Notification (fn).
- If you see a “Success” log, Auth0 successfully handed the email to the provider. The “block” is happening at the customer’s inbox level.
- If you see a “Failed” log, it will give you a specific error code
Thank you and please let me know how this goes!
Best regards,
Remus