Happy Business Starts Here

Support SME

Why cannot I receive email notification from Zuora due to error domain's 5.7.1 DMARC policy?

Why cannot I receive the email from support@zuora.com, such reset password or Bill Run Notification?

1 REPLY 1
Support SME

Re: Why cannot I receive email notification from Zuora due to error domain's 5.7.1 DMARC policy?

From your mail server log, if you can see "Unauthenticated email from zuora.com is not accepted due to domain's 5.7.1 DMARC policy", it means it is rejected due to DMARC policy.

 

Here is the sample log recorded on Zuora end.

Feb 18 18:19:43 appmail01 postfix/smtp[9497]: 24F9187E7F: to=abc@abc.com, relay=abc.barracudanetworks.com[64.235.153.xx]:25, delay=1.7, delays=0.03/0/0.69/0.98, dsn=5.0.0, status=bounced (host abc.barracudanetworks.com[64.235.153.xx] said: 550 permanent failure for one or more recipients (abc@abc.com:550 5.7.1 Unauthenticated email from zuora.com is not accepted due to domain's 5.7.1 DMARC policy. Ple...) (in reply to end of DATA command))

 

From dmarc org site https://dmarc.org/overview/ The bounced issue happens due to the receiver's dmarc policy. After the email is sent from zuora end, the dmarc is controlled by the receiver.

Overview_–_dmarc_org.png

 

To resolve the issue, you will need to work with your email service administrator to find out why the email from support@zuora.com and update your mail setting to resolve the issue. Here is one sample solution provided by Google if you are using Gsuite as your mail service provider.

 

Set up and inbound gateway, this helps to ensure that Gmail determines the proper source IP for email authentication. You can follow the steps bellow or visit the next Help Center article for more details: https://support.google.com/a/answer/60730?hl=en. Normally changes done in the admin console take up to 24 hours to propagate.

 

1. From the admin console (admin.google.com)

2. Select Apps > G Suite > Gmail > Advanced settings

3. Scroll to the Inbound gateway setting in the Spam section. Hover over the setting and click Configure to create a new setting.

4. Enter a description.

5. Under Gateway IPs, click Add and enter the IP address or range of addresses.

6. Select Automatically detect external IP.

7. (Optional) To reject connections from IP addresses in the Gateway IPs list if the connections don’t use (TLS), check the Require TLS for connections from the email gateways listed above box.

8. Click Add Setting and Save.

9. At the bottom, click Save again

 

If you can get the email but your customer cannot, you might follow this doucment to Configure Your SPF Record following https://knowledgecenter.zuora.com/kb/How_do_I_stop_customer_emails_from_getting_sent_to_spam_or_junk...