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!
Where can I get error logs from bouncing mails?
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Best answer by stephen.trumble
Hey
I’m sorry to hear that you’re experiencing this issue surrounding @t-online emails bouncing and thank you for sharing it with the Community!
I would first recommend taking a look into the Meeting the T-online.de Inbox Placement Requirements article provided by
- 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 lists
- Your 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 align
Additionally, I would recommend reaching out directly to T-Online’s Support Team at postmaster@rx.t-online.de with 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 header https://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!
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