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Troubleshooting with sending and dedicated domain

  • 9 March 2023
  • 2 replies
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Hi, we are facing some problems: we have created a campaign with a template and sent it but, some email recipients didn’t receive it.
The email address is our business email that is similar to the email address used as the sender's email.

 

We have also configured a dedicated sending domain but it seems not working.

We have contacted our server company and they have told us that they need the Klaviyo IP address to fix that but this is not possible.
We have this problem, especially with one template.

Anyone can help us?
Thank you!

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Best answer by Ashley I. 9 March 2023, 18:15

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Userlevel 6
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Hi @Four BM ,

Welcome to the Community! Thank you for your question about dedicated sending domains. 

If you are concerned that your dedicated sending domain is not configured correctly, I would recommend first working with your team to ensure all applicable steps were followed here: How to set up a dedicated sending domain

After confirming that this has been appropriately set up, it is important to also confirm that you completed the necessary account warming steps. If you are a new, qualifying Klaviyo account starting on a dedicated sending domain or using a newly registered domain (registered within the last 30 days), it is essential to warm your sending infrastructure in the first 2 to 4 weeks after setting up your dedicated sending domain. Warming your domain strengthens your sending reputation, and helps to improve deliverability of your messages. 

If you have not done so, this is likely why you are experiencing deliverability issues with your campaign. I would recommend checking out the How to ramp and warm your sending infrastructure guide for further details on how you can get started. 

 

We have contacted our server company and they have told us that they need the Klaviyo IP address to fix that but this is not possible.

As a side note, you would have moved off the shared IP and Klaviyo domain when you set up your dedicated sending domain. And so if your server company needs to be involved to help remedy any external issues, they would need access to your own IP and domain - not Klaviyo’s.

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Hope this helps!

-- Ashley Ismailovski

Userlevel 7
Badge +60

Hey @Four BM,

If you haven’t already, I would suggest taking a look at the post written by our Deliverability and Compliance specialist below:

This sort of behavior can typically be solved by allow-listing your dedicated sending domain through your corporate filtering software (I.E. Mimecast) instead of allow-listing the shared Klaviyo IP address.

David

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