As of February 1, 2024, Google and Yahoo have implemented new requirements for sender verification in order to allow emails to be delivered to Gmail and Yahoo Mail inboxes. For details, see Google's Requirements and Yahoo's Sender Requirements.
Content
Overview
Please review the information in the Email Deliverability guide first before continuing.
This guide is intended to assist with troubleshooting your SPF, DKIM, and DMARC configuration. Use the steps in this guide if you have completed your setup but are still seeing the "Sender is not verified" message when sending creating or sending emails in Neon CRM.
Troubleshooting Steps
1. If you have questions about the reason you're seeing a "Sender is not verified" message inside your Neon CRM system, please review the Email Deliverability guide first to understand SPF, DKIM, DMARC and the steps needed to complete verification.
2. If you are having trouble identifying your domain name provider to make the required changes, we recommend using a DNS lookup tool to identify your provider, such as https://www.whois.com/whois/ The "Regsitrat" name is the service you will need to work with to set up SPF, DKIM, and DMARC - Neon One does not provide your domain name, so we are unsable to assist with these steps. Contact customer service for your domain name provider for assistance.
3. If you do not have a domain name for your organization (your organization is using @gmail.com or @yahoo.com email addresses), you will not be able to complete verification and Neon CRM will send emails using the @neonemails.com domain as the sender. We recommend looking into services that will provide a domain name and email service for your organization - one option is Google Workspace for Nonprofits.
4. If you have completed SPF, DKIM, and DMARC setup with your domain name provider but are continuing to see the "Email sender is not verified" message inside Neon CRM, follow the steps below to troubleshoot your configuration.
5. If you believe your DNS settings are correct but they do not show up on MX Toolbox, we recommend first contacting your domain provider's support. If you still aren't able to resolve the issue or everything seems to be set up correctly but you are still getting the "sender not verified message" 48 hours after the last time you changed your settings, include a screenshot of your DNS settings and contact Neon CRM Support.
Checking SPF
To confirm that your SPF record is set up correctly, use an SPF record check service such as MXToolbox's SPF Record Check.
Please note: Neon One staff regularly use MXToolbox for troubleshooting tasks such as SPF checks, however we are not recommending or endorsing any paid services through MXToolbox. All links to external tools and services included in this guide are recommended free tools.
Enter your domain name into the search field (Note: Enter only the domain name, do not include the "www." prefix). You should see a green, successful result and the spf record "_spf.neonemails.com" should be listed.
If your results do not include the _spf.neonemails.com record or are showing an error, contact your Domain Name provider for assistance with SPF configuration.
Checking DKIM
Important Note: DKIM records can take some time to propagate after you have made changes in your DNS (Domain Name System) settings. Most providers state that propagation can take up to 48 hours. If everything looks correct with your setup but you still aren't seeing the update in Neon CRM, allow the DNS settings change time to propagate before taking further steps.
To confirm that your DKIM record is set up correctly, use a CNAME lookup service such as MXToolbox's CNAME Lookup.
Please note: Neon One staff regularly use MXToolbox for troubleshooting tasks such as DKIM checks, however we are not recommending or endorsing any paid services through MXToolbox. All links to external tools and services included in this guide are recommended free tools.
Enter neonone._domainkey.example.org, replacing "example.org" with your organization's domain name, into the search field (Note: Enter only the domain name, do not include the "www." prefix).
If your record is set up correctly, you will see a "DNS Record Published" message for the Canonical Name "dkim.neonemails.com".
If your results are "DNS record not found," contact your Domain Name provider for assistance with DKIM configuration.
Checking DMARC
Important Note: DMARC records can take some time to propagate after you have made changes in your DNS (Domain Name System) settings. Most providers state that propagation can take up to 48 hours. If everything looks correct with your setup but you still aren't seeing the update in Neon CRM, allow the DNS settings change time to propagate before taking further steps.
To confirm that your DMARC record is set up correctly, use a DMARC lookup tool like MXToolbox's DMARC Check.
Please note: Neon One staff regularly use MXToolbox for troubleshooting tasks such as DMARC checks, however we are not recommending or endorsing any paid services through MXToolbox. All links to external tools and services included in this guide are recommended free tools.
Enter your domain name into the search field (Note: Enter only the domain name, do not include the "www." prefix - it should look like "organizationname.com" or "organizationname.org").
If your DMARC is set up correctly, you will see a successful record found.
If your results are "DMARC record not found," contact your Domain Name provider for assistance with DMARC configuration.
If you believe your DNS settings are correct but they do not show up on MX Toolbox, we recommend first contacting your domain provider's support. If you still aren't able to resolve the issue or everything seems to be set up correctly but you are still getting the "sender not verified message" 48 hours after the last time you changed your settings, include a screenshot of your DNS settings and contact Neon CRM Support.