Where can I get error logs from bouncing mails?

Question

Hello, we have big problems to send e-mails to our customers with t-online mail accounts. We follow all tipps and steps from Klaviyo like have a dedicated sending IP, warming IP etc. But our mails are still soft bouncing. We get in contact with the t-online support and the need the exact return messages to filter out the problem. So where can I get or see the log files from the bounced mails? Thank you in forward!

stephen.trumble · Accepted Answer

Hey @Frank-DOGOI’m sorry to hear that you’re experiencing this issue surrounding @t-online emailsbouncingand thank you for sharing it with the Community!I would first recommend taking a look into theMeetingthe T-online.de Inbox Placement Requirementsarticle provided by@cassy.leewithin this thread. Our team was able to gather more information from T-Online which has outlined their inbox placement requirement below:You must use a dedicated sending IP and have enough consistent volume to keep the IP warm (100,000 emails per month).It sounds like perhaps instead of a dedicated sending IP, you were able to get a dedicated sending domain. For clarity, a Dedicated Sending Domain uses the root domain of a business, instead of a root domain supplied by Klaviyo. A Dedicated Sending IP address gives you full control of your email sending, so you're fully responsible for the reputation of your own IP.Enable double opt-in for your listsYour Sender Policy Framework (SPF), DomainKeys Identified Mail (DKIM), Reverse DNS (rDNS; i.e., your domain for dedicated IP), and your sender email domains in Klaviyo (the from-address for each email send) must all alignAdditionally, I would recommend reaching out directly to T-Online’sSupport Team at postmaster@rx.t-online.dewith the specific details of how this has directly impacted your business, including:- What sending domain you are using- # of T-online addresses on file- Affirm all addresses are double opt-in (DOI is mandatory for delivery at T-online)- Provide example email addresses that have complained to you about not receiving email- How many emails do you send each month?- Include an email headerhttps://mxtoolbox.com/Public/Content/EmailHeaders/I hope this helps gets your business marketing back on track and thank you so much for being part of the Klaviyo Community!

Frank-DOGO · Answer

Hi Stephen, thank you for your answer. I think we had all requirements to sent mails successfully to our t-online receivers. I´m in contact with the Klaviyo support and I hope they will find an error our something else to optimize. I´m also in contact with the t-online support but they need some more information about the rebound error messages. In the backend I can only filter out if the mails are hard our soft bounced.

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