I manage three separate Klaviyo accounts for brands I work on and every single one has seen a massive spike in bounce rates basically overnight on January 22-23, from 0.3% to over 5%. The weird thing to me is they’re all @me.com, @icloud.com, and @mac.com email addresses, all of which we were receiving emails just fine before January 22nd.
My temporary solution is to just not send emails to anyone who has bounced, but Apple users make up a good chunk of our lists, so I don’t want to do this forever. Has this ever happened to anyone else? Are there any solutions for sending emails to these accounts? I am totally baffled.
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Best answer by retention
HI @maddiebarbera, first, welcome to the community!
So, a few things you might want to check to troubleshoot - it does seem strange that it’s isolated to a particular inbox provider (Apple), and across all three different accounts, but this might give you some clues on what’s going on.
Check your Deliverability Bounce Detail Reporting
You can look at the accounts’ overall deliverability in the Sidebar → Analytics → Deliverability, then go to “Bounce details” in the secondary sidebar. In the “Bounce report” section, select Apple as your “Inbox Providers” and see what type of bounce reasons that Klaviyo is finding.
It might look something like this:
If you don’t see any reports, make sure you have a wide enough time period
In my example, there’s not enough incidents to find a conclusive reasons for those bounces, but yours may differ and you may be able to address them.
Other suggestions to consider:
Are all your brands on a branded sending domain yet?
Or, did you recently switch to one to be compliant with Google/Yahoo Bulk Sending? Perhaps you’re getting caught into something algorithmic in a sudden change, and with high volume or frequency shortly after a change.
Is all the configurations (e.g. SPF/DKIM/DMARC) correct? Some inbox provider may be more sensitive to updates or misconfigured settings. I realize it’s unlikely all three accounts have these issues, but just verify.
Apple doesn’t have a feedback loop for Postmasters for the general public, but they do have some specific guidlines here. You may want to take a look here: Postmaster information for iCloud Mail
Hope this helps! Perhaps others can chime in with other suggestions or ideas.
HI @maddiebarbera, first, welcome to the community!
So, a few things you might want to check to troubleshoot - it does seem strange that it’s isolated to a particular inbox provider (Apple), and across all three different accounts, but this might give you some clues on what’s going on.
Check your Deliverability Bounce Detail Reporting
You can look at the accounts’ overall deliverability in the Sidebar → Analytics → Deliverability, then go to “Bounce details” in the secondary sidebar. In the “Bounce report” section, select Apple as your “Inbox Providers” and see what type of bounce reasons that Klaviyo is finding.
It might look something like this:
If you don’t see any reports, make sure you have a wide enough time period
In my example, there’s not enough incidents to find a conclusive reasons for those bounces, but yours may differ and you may be able to address them.
Other suggestions to consider:
Are all your brands on a branded sending domain yet?
Or, did you recently switch to one to be compliant with Google/Yahoo Bulk Sending? Perhaps you’re getting caught into something algorithmic in a sudden change, and with high volume or frequency shortly after a change.
Is all the configurations (e.g. SPF/DKIM/DMARC) correct? Some inbox provider may be more sensitive to updates or misconfigured settings. I realize it’s unlikely all three accounts have these issues, but just verify.
Apple doesn’t have a feedback loop for Postmasters for the general public, but they do have some specific guidlines here. You may want to take a look here: Postmaster information for iCloud Mail
Hope this helps! Perhaps others can chime in with other suggestions or ideas.
Joseph Hsieh // retentioncommerce.com // X: @retention
Hi @retention - thanks for your response. Answers below:
Yes, all three accounts are on branded domains.
I made changes to be compliant with Google & Yahoo’s send requirements several days after this issue started, so I don’t think they’re related.
I have checked, double checked, and triple checked the SPF/DKIM/DMARC configurations and everything seems to be set up properly.
I reached out to Apple and have tried to check the things they suggest.
I really don’t understand how it happened across three separate accounts all at once. My emails to these addresses are bouncing when sent from Shopify as well. I am at a loss...any extra info or suggestions of what to try next are much appreciated!
Following up on this. We have had the exact same thing starting last tuesday with our bounce rate reaching 5% all due to Apple related emails. All with the same 554 5.7.1 [cs01] message rejected due to local policy Which also provides zero insight into what is happening.
I have gone through much like OP here and have checked everything on our end there is nothing that should be causing this and all of the sudden as well.
We set up branded domain in Klaviyo back in December and had zero issues until March 19th. All domain policies have been set and set correctly, Our Google Postmaster indicates no issues with reputation. MX Tools shows everything is good and not even blacklisted.
Why would this start all of the sudden and seemingly at random. If it were one person I would say its isolated to their list, but clearly more and more people are being affected by this and can cause harm to our sending rep.
@KennSampson I checked internally with a deliverability expert and it’s definitely unusual for a bounce rate to be that high and also issuing from Apple. There isn’t a known issue going on with Apple domains. Bounces can happen for any number of reasons and variables that are unique to each domain and campaign. So, in order to properly diagnose this I suggest reaching out to our Support team. They’ll be able to dig into your account and campaigns and figure out what might be affecting your bounce rates and solutions to fix it!
@maddiebarbera@Anna at Mixed Media Classes@KennSampson
Were any of you able to get a resolution to this issue? I have a client that has the same issue since Feb of this year. It is definitely an Apple issue because all emails from this company whether from Klaviyo or their regular business emails are blocked to all Apple email addresses. I’ve sent multiple emails to icloudadmin@apple.com and received one response saying they made changes and to try again, which did not work, and no response from them since, despite repeated replies with the reference Case-ID they assigned.
Same issue here @tonyc - All apple emails, A soft bounce due to Content - no infractions with other mailboxes and customers had been actively engaging with and purchasing from emails even the day before.
Hoping some one from @Klaviyocommunity can share some insight here?
Just to let you know that I emailed icloudadmin@apple.com on the suggestions of another member of the Klaviyo community ( @Lidgeriz )
and apple support came back within 24 hours saying that the issue had been resolved
Just resent to a small number of bounced apple subscribers and so far it all seems OK
Hi @Lookout its Gemma - really hoping that you may be able to help! We tried reaching out to them and after the 6th email we are still being ghosted by Apple. Was the email that they responded with to you with the resolution, was that icloudadmin@apple.com or was it another email? And did you have a case or reference number?
If emails to domains like atme.com, aticloud.com, and atmac.com are bouncing:
Check Bounce Reason: Review the bounce error messages in Klaviyo to understand the cause (e.g., invalid domain, server issue, etc.).
Validate Email Addresses: Ensure the email addresses you're sending to are correct and valid.
Contact Domain Administrator: If the issue is specific to those domains, reach out to their admin to confirm there are no blocks or issues with their servers.
Warm Up Sending IP: If you're using a new sending domain or IP, warm it up gradually to build reputation.
Klaviyo Support: Contact Klaviyo support for help troubleshooting deliverability issues specific to these domains.
Use Dedicated Sending Domain: If not already in place, set up a dedicated sending domain to improve trust with recipients’ email servers.
