When an email is sent from Re-Leased we try to deliver it to the recipient in a timely manner. The vast majority of emails are fine and go through almost instantly. Because of the nature of e-mail, there can be situations though where an email will take a longer time to arrive at its destination or may in fact never be delivered. This guide will explain how we treat different scenarios.
An email will either be Delivered, Sending, or Failed. We indicate this as shown below with icons next to the recipient's name in the correspondence list (this can be found on a Tenancy, or on a Contact).
This is the most common outcome. When you click send in Re-Leased the email will show as ‘sending…’ for a short time against the contact’s correspondence tab and will soon change to show the date on which it was sent.
An email can be delayed for a number of reasons. It might be that the recipient’s mail server restricts the number of emails that it can receive within a certain timeframe or perhaps it was simply unavailable at the time the email was sent. If you find an email in this state it is not going to be helpful to send it again from Re-Leased; we are already trying for you. We will continue to attempt sending delayed email, generally for up to 72 hours, during which time it may be successfully sent. If at the end of those 72 hours the email has not been successful then the email will be marked as Failed.
The most common reason why an email will be rejected is that the email address is wrong in some way. It may have been right at one point in time, but particularly as people change jobs, email addresses are archived. There is also a chance that there was simply a typo. If you receive a rejected email message always check that the email address is correct first.
There are also issues that can arise at the other end. Full inboxes will result in an email being rejected as will a mail server which constantly responds as unavailable.
It’s also possible that the email will be treated as spam. It will either be put into the spam folder of the recipient or blocked altogether. Re-Leased’s mail service has an extremely high reputation so it is rare that we are flagged as spam. In the majority of cases where our emails are flagged as spam, it is because the recipient has clicked in their mail application to say that the email was spam. Once a recipient does this it’s very hard for us to do anything about it. Make sure you let those tenants know that putting a rent invoice into spam doesn’t mean that they don’t have to pay it! In such cases, the recipient can mark the emails as no longer being spam, although the way to do this differs depending on which email application they are using.
Whitelist IP address:
If a recipient’s mail server is blocking emails from Re-Leased due to a security policy they have in place (perhaps they see how many emails we send out at once and are suspicious) there is a way of allowing our emails to go through. IT administrators (of the recipient) can ‘whitelist’ our IP address which means that they will know to trust an email that comes from us.
All emails sent from Re-Leased will show as coming from 220.127.116.11
DMARC Policy Failure:
An email might be rejected because it failed the sender's DMARC policy. When an email is sent from our mail portal we say that it came from your email address. Some of your recipient's mail servers will have a DMARC policy which basically means they double-check that it has indeed come from you. They will ask your mail server 'did you send this?' and if your server says 'no' then the message will be bounced. You can address this though by simply adding a small change to your own mail server to have it instead say 'oh yeah it's ok, we're happy for that email to say it's from us'.
This is done with an SPF record which can be update by your IT Mail Server Administrator. Please have them send an email to email@example.com asking for us to assist in setting up an SPF record for them.
More details about SPF records can be found here: https://sendgrid.com/docs/glossary/spf/
Other common issues
It is common for the email to be delivered to the recipient's mail server, but for the recipient to not be able to see it in their inbox. In this case it will be true that both the email has been delivered (it will say this against the email in Re-Leased) AND that the recipient can't find it. This can be confusing at first but the reason is often simple; the mail server has received the email (and responded to us to confirm that it has) but has determined that the email shouldn't be passed on. This is a common occurrence. When you have a recipient say that they have not received an email, check the history against the contact in RL. If it shows as delivered then you can say with confidence that the email has been received by their mail server. They should check their spam folder and if it's not there they should ask their
If you find that you’re still not sure how to handle an email sending issue please reach out to us at firstname.lastname@example.org and we’ll do our best to assist.