Skip to content
logo Knowledgebase
Page Language

Troubleshoot email delivery errors

Created on  | Last modified on 

Summary

Learn why Sage Accounting emails fail to reach customers and how to resolve common delivery errors.

Resolution

Use the table below to determine why a sent email failed to reach the intended recipient and what to do next to resolve the issue.

Error Reason Resolution
Invalid email The email address contains a typo or uses an incorrect format. You’ve mistyped ('gmial' instead of 'gmail') or mixed up the address format ('[email protected]' instead of '[email protected]')
  1. Check the email address for typos and confirm its format.
  2. Update the email address in Contacts.
  3. Send a test email from your regular email program.
  4. Use another contact method if you receive a delivery failure.
  5. Contact Sage Customer Services if the address is correct, but delivery still fails.
Mailbox error

The customer's mailbox is full or offline.
  1. Wait a few days, then send the email again.
  2. Contact the customer another way if the issue continues.
  3. Resend failed emails after the customer restores mailbox access.
Autoresponder The customer's mail server returned an automatic response, such as an out-of-office or address-not-found message.
  1. Send the customer an email from your regular email program.
  2. Review the automatic response for error details.
  3. Tell the customer about the identified issue.
Blocked

The customer's mail server or internet service provider blocked the email.
  1. Ask the customer to check their server and provider for blocks.
  2. Ask them to allow emails from [email protected].
  3. Resend the email after they remove the blocks.
  4. Contact Sage Customer Services if delivery still fails.
Spam

The customer reported your email as spam, so their mail service blocked future messages.
  1. Confirm that the recipient has agreed to receive your emails.
  2. Verify the recipient's email address.
  3. Ask the recipient to allow emails from [email protected].
  4. Contact Sage Customer Services to remove the spam block.
Not delivered

Delivery failed because of an address, mailbox, account, or spam-filter issue.
  1. Check the email address for typos.
  2. Ask the recipient to confirm that their mailbox and account remain active.
  3. Send a test email from your regular email program.
  4. Review any automatic response for error details.
  5. Ask the recipient to check their spam filters and server blocks.
  6. Contact Sage Customer Services if delivery still fails.