Skip to content
Elooo SystemHelp Center Go to website

Your own SMTP

What to do when emails sent through your own SMTP don't go out

In most cases the From address is not the same address you connected in SMTP, so the provider rejects the send. Open the failed email in Conversations, click the red triangle to read the error returned by your provider, and fix it: use the SMTP address as the sender or verify the sender with your provider.

Updated on

Before you start

  • This article is for accounts that send through their own SMTP (Google Workspace, SendGrid, Zoho or another) connected under Settings › Email Services.
  • Have handy the exact address you used to connect SMTP and the address set as the sender of your emails.
  • Free addresses (@gmail.com, @hotmail.com, @yahoo.com or from your internet provider) are not suitable for volume sending: they use the provider's reputation, not yours, and end up blocked. Use an email on a domain you own.
Where to find it

Conversations › (thread with the failed email) › red ⚠ icon next to the message

Step by step

Read the error returned by your provider

  1. Open Conversations and the thread where the email failed (it can be a test email to one of your own contacts).
  2. A red triangle ⚠ appears next to the message. Click it.
  3. Read the message: it is the error your SMTP provider returned for that send, and it usually points to the exact cause (for example, unverified sender).

Fix the most common cause: sender differs from SMTP

  1. Open Settings › Email Services and check the address connected in SMTP.
  2. Compare it with the sender set on your emails (in the sender settings, the campaign or the workflow).
  3. If they differ, you have two options:
    • Change the sender to the same address connected in SMTP; or
    • Keep a different sender, but verify that address with your provider (see below).
  4. Send a new test email and confirm the triangle no longer appears.

Verify the sender with your provider

  1. Google Workspace: create an alias with the sender address on the Google account you connected in SMTP and confirm it.
  2. SendGrid: create and verify a Sender Identity with that address in the SendGrid dashboard.
  3. Zoho: sending is tied to the account credentials; use that account's address as the sender.
  4. Other providers: search for "verify sender" or "sender identity" in your provider's help; each one has its own process.

If you don't have an email on your own domain

  1. Check where you bought the domain: almost every registrar lets you create a name@yourdomain.com address, even if you only forward it to your current inbox.
  2. Or use your website host: many include email accounts.
  3. Or sign up for Google Workspace, which gives you the Gmail interface on your own domain.
  4. Once you have the address, connect that domain's SMTP (or, simpler, use the Elooo System email service with your verified domain).

Tips

  • A test email in Conversations is the fastest way to see the real error: always do it after changing anything in SMTP.
  • Masking the sender (showing a different address) only works if that address is the SMTP address or is verified with the provider.
  • With your own SMTP, statistics only show opens and clicks; deliveries and bounces are not available.

Common problems

  • The triangle says "sender not verified" or similar → The sender doesn't match the SMTP address. Use the same address or verify it with your provider.
  • The sender is already the SMTP address and the error persists → Open a support ticket with your SMTP provider including the error text: only they can see the delivery status of that send.
  • I connected a free Gmail as SMTP and sends stop partway → Free providers limit and block volume sending. Move to an address on a domain you own.
  • I changed SMTP and old statistics look odd → Statistics for sends made through the previous SMTP don't update. Duplicate the workflow and send from the copy to get clean data.

Was this helpful?