Issue with email delivery

In the last few days I seem to be getting an unusual amount of undelivered emails. This is the error message


“Message bounced - Temporary error

We were unable to deliver the message to this email address due to connection issues with the remote server or the recipient’s mailbox is full. Please try sending the message again after some time.”


Is this a wider issue or just me (and if me, any ideas why)?


Best answer by Aldrin 10 May 2021, 21:51

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2 replies


Normally this comes from your recipient bouncing your mail. Basically, if your customer views your mail as unsafe, tampered with or potentially malicious.

  • If you are just delivering with the the email address then probably it’s best to contact the support team to find out why that is.
  • If you’ve set up your own mailbox and are using forward/your own server then you should talk to your admin about DKIM and SPF setup in your mail server. Records for this can be found inside of “Admin>Email>Advanced Settings”
Userlevel 2

@Starlight This might be a result of the recipient server not accepting the emails due to technical reasons.

If there exists any issue with outgoing emails to customers being dropped or bounced, I would suggest you reach out to our support team by writing to mentioning the email address of the contact with whom you are facing this issue, so we would be able to check with our logs and help you with the reason for the bounce or drop.

You can always ask the client to whitelist in the sender list so that the emails don't get stuck into any of the filters. Also, as @AntPain mentioned, enabling DKIM or creating SPF records will increase the delivery rates as the messages are authenticated.

Freshdesk Community Team