Contributor I

Solved

Bounces t-online.de

Forum|Forum|5 years ago
April 3, 2021
37 replies
4444 views

Hi there - we experience huge problems with bounces to all @t-online.de address (which is Germany’s biggest online provider, hence a big problem for as as Germany is our key market). Essentially all e-mails to @t-online.de bounce for several months already, and we now have several thousand suppressed profiles because of that.

I contacted Klaviyo several times and they always say they will look into it (and trying one more time now), however the problem persists.

Does anyone have any advice on how to best address this? Is this something Klaviyo needs to fix (i.e. is Klaviyo getting blocked), or is our domain the problem? Note we just started to set up our own domain in Klaviyo (have added DNS accordingly), but no results yet.

Also does anyone know how I can un-suppress the profiles in bulk?

Thanks for the help, any advice highly appreciated!

This topic has been closed for replies.

Best answer by chloe.strange

Hi @chris141331 and @superoelk,

Thank you for surfacing your concerns and @chris141331 for sharing your workaround with the community.

We understand that this situation has been challenging and a point of frustration for many, and we appreciate you sharing your feedback and concerns. This issue continues to persist across the industry. @francis.baker shared the steps that we are taking as an organization to improve this experience:

Hey everyone!

My name is Francis, I am a Deliverability and Compliance technical specialist here at Klaviyo. I wanted to follow-up on this thread and provide some more information.

Klaviyo is actively looking into joining CSA. The CSA application is extensive, and before we can meet all the standards and requirements, they have we need to do some technical changes. We are actively working on these technical changes, as well as working with CSA.

T-Online is currently not listed as a member of CSA, so yes, the CSA Certification has great benefit. We currently have no evidence, that it will assist with making inbox placement at T-Online easier. Here is a list of all ESP’s and MBP’s that currently take advantage of the CSA Certificate. https://certified-senders.org/participants/

We understand, how difficult this situation is, and we are all feeling it in the industry. Klaviyo is actively working on ways to make this better and smoother. Deliverability has always been a top priority and will continue to be.

Best,

Francis

We'll be closing this thread at this time as we do not have any updates to share. If there is an update to share we will be sure to reopen the topic for visibility. Again, we appreciate your patience and are actively exploring the best strategy for moving this forward.

Best,

Chloe

Show previous replies

PAASE_Digital

Partner - Platinum

Hi All,

Having previously worked for a MarTech business before setting up my Agency that had clients in Germany, Klaviyo are correct in what they are saying in terms of dedicated IPs helping, good list hygiene etc.

However it would be really useful if at a ‘global’ level (rather than individual client level) if Klaviyo was to engage with the CSA Main Page - Certified Senders Alliance : Certified Senders Alliance (certified-senders.org)

S

superoelk

Contributor I

Hi all,

we have been facing the same problem for several months and still have no solution.

The t-online.de postmaster asks us for:

- Wie lautet die IP-Nummer des Mailservers von welchem die E-Mails
versendet werden sollten?
- Zu welchen Zeitpunkten wurden einzuliefernde E-Mails durch unsere
Server abgelehnt?
- Haben Sie ggf. eine Meldung unserer Server erhalten und wie ist deren
genauer Wortlaut, bzw. können Sie uns mit etwaigen Auszügen aus
Protokolldateien oder einem Muster unterstützen?

Unfortunately, I do not get neither an original bounce message nor the sending IP addresses from Klaviyo. I asked for it several times but the support just doesn’t give it to me.

Does anyone know a sending IP or the sending IP range of Klaviyo? Or does anyone know how to get an original bounce message?

Furthermore, as @FIRE-FOOD, I also need to un-suppress several thousand profiles. Klaviyo support did not answer this question either, unfortunately the Klaviyo email support is really not helpful because they are just sending standard answers over and over without answering my actual questions.

I’m thankful for any hint. :-)

Best regards,
Matteo

David To

Klaviyo Employee

Hello @superoelk,

We’re sorry to hear about the experience you’ve encountered with t-online.de and working with our Support teams.

Klaviyo does not publicly disclose its sending IP or IP ranges for security purposes. In addition, Klaviyo also has a multitude of sending IP that are rotated frequently, making it infeasible to provide.

I’ve also reached out to you via a direct message to gather some further information from you regarding your experience and this topic.

Thanks!

David

S

superoelk

Contributor I

Hello @david.to,

thank you for your answer.

I understand that you use several IPs, but why can’t I get an original bounce message?

T-online postmaster is willing to help but I just can’t give them the information they need.

We started using Klaviyo because we want the best possible email deliverability - the result is that 10% of our list cannot be contacted anymore. (Which was no problem before with our legacy system.)

Please just get our mails delivered to t-online.de!

Thank you,
Matteo

E

Erik

Contributor II

Hi there,

I had the same problem. We were asked for the following information.

We still need the IP address of the sending system. With over 4 billion IPv4 addresses, we can't start checking on the off chance.
In case of blocking an IP address for mail delivery to us, our mail system gives the following error message:
554 IP=$SENDER-IP - A problem occurred.
Instead of $SENDER-IP, the error message naturally contains the real IP address of the blocked system.To help you quickly, we need this error message.

Anyway, t-online told me that Klaviyo should contact t-online directly with this IP address.

The error message is addressed to you as the sender of the mail, because the sender should receive a so-called bounce mail (undeliverable message) from the mail server which contains this error message. However, it states that the sender should contact his own postmaster(*) - alternatively his IT helpdesk - who will, if necessary, contact us, also in English, in order to clarify the cause of the problem.

(*) You can usually reach your postmaster in the domain from which you received the e-mail with the error message.
Sorry for this inconvenience, but we need to establish a direct contact person responsible for the listed server, as only such a person can solve the problem.
We thank you for your understanding!

We could not solve the problem by this, because we use a shared IP address and it seems that they are basically blocked by t-online. If anyone finds a solution, I would be very grateful if it is shared here or written to me directly, as we currently do not reach several thousand contacts.

Cheers, Erik

(italic texts are answers from t-online)

S

superoelk

Contributor I

And another completely-standard answer not answering my questions at all...

(Klaviyo D&C)

Aug 5, 2021, 3:37 PM EDT

Hi there,

Because we use a range of rotating IPs, we are unable to share, as it would not be accurate or feasible to provide the range to our users.

T-online has recently instituted some unique requirements that are needed of a sender to ensure inbox placement. You can read about these requirements in our guide on the topic here. These have impacted the entire email sending industry and are not specific to Klaviyo.

The bounce reason will differ in the IP address that was used for that specific send, but the bounces are:
554 IP=149.72.148.48 - A problem occurred. (Ask your postmaster for help or to contact tosa@rx.t-online.de to clarify.)

--with differing IPs, as mentioned.

If your account is unable to meet these requirements at this time, we would recommend creating a segment using a condition like the one below and excluding the said segments from your campaign sends. This will prevent profiles having a series of bounces on their timeline which in turn will make sure that they are not suppressed for email sending in the future.

?name=image+%288%29.png

Do let us know if we can help with anything else in the meantime!

Best,

S

superoelk

Contributor I

I got another answer from the t-online postmaster. They told me that Klaviyo has to contact them.

S

superoelk

Contributor I

New answer from the t-online postmaster:

The problem is, that Klaviyo uses a lot of IPs from different network areas. We already released some IPs from Klaviyo but that’s why we need to know about which IPs exactly we are talking.

Please, dear Klaviyo, contact the t-online postmaster and tell them from which IPs you are sending our mails.

R

Roland

Problem Solver I

Hello to all,

nice that the discussion is so intense again.

The more I read, the more annoyed I became. Because the problem has now become a medium disaster. Problems don't get smaller if you ignore them!

I do not understand that this post were marked as solved. The opposite is the case!

I was asked by Klaviyo to set up a dedicated sending domain, which I did 2 months ago.
Statement was that Klaviyo will approach T-Online in my name afterwards.

Until today I did not get an answer despite several contacts with the support.
The bouncerate of the mails to t-online has therefore not improved.

The solution with a dedicated sending IP is not feasible for the majority of Klaviyo customers.
What does the Klaviyo team plan to do to solve the problem?

Roland

chloe.strange

Community Manager

Hi @Erik,

We hear you and are taking action. We will attempt again to work with T-online to get the Shared IPs unblocked. We have been turned away in the past because they are shared IPs and not Dedicated with custom PTR Records. However, the responses we have seen recently to customers shows that they may have lightened up on this stance. We will update you as soon as we learn more. Thank you very much for your continued understanding in this matter.

Thanks again,

Chloe

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