Below you will find the common problems you may encounter when using your SMTP. Find out what you should do for each of the following cases:
1. My emails are not being sent
it may be that:
- This service has not been opened for your account
To be able to use the SendinBlue SMTP, the option must be activated on your account. For more details, please refer to this article
If you see an orange banner like the one below, this means that the SendinBlue SMTP has not been activated for your account. You can contact our customer service firstname.lastname@example.org to proceed with the activation.
- Your hourly sending bandwidth has been reached
As indicated in this article, SendinBlue applies an hourly sending bandwidth to maintain the sender reputation of new users of shared IPs.
You can easily check if you have reached your limit, by taking a look at the indicator in the left-hand menu:
Important : this quota does not apply to users with dedicated IP addresses.
- All your credit has been used
If all of your email credit has been used, your transactional emails will not be sent.
They will be held for a maximum of 48 hours until additional email credits have been added to your account. You can easily check if your email credits have been used up by taking a look at the indicator in the left-hand menu:
- The selected sender for your template is not valid
If you have recently bought or configured a dedicated IP, it may be that the templates used for your transactional emails have not been correctly updated and are still configured for your former senders.
To check that your templates have been configured with the correct sender, go to SMTP templates on the marketing platform and edit the relevant templates.
- Your settings are incorrect
Check the connection URL for the SMTP server (smtp-relay.sendinblue.com) and that port 587 has been enabled. Details on how to configure the SMTP server can be read here (SMTP tab)
If you are not able to authorize the domains, the following SendinBlue IPs need to be added to your whitelist: 18.104.22.168, 22.214.171.124 et 126.96.36.199/24
- The SendinBlue platform is temporarily unavailable
The SendinBlue platform may be temporarily unavailable. Check the status of the SendinBlue platform by going to the "Status" page
2. I am unable to login to the SendinBlue SMTP relay
it may be that:
- Relay access has been refused
Authentication may have failed: check your API key, which you can find here
- Login is not possible
The SendinBlue server may be temporarily unavailable. Check the status of the SendinBlue platform by going to the "Status" page
3. My emails are not being sent by the correct IP
it may be that:
- Your dedicated IP is not configured for the SMTP
To check that your dedicated IP has been correctly configured for the SMTP go to the Dedicated IP page and click on "Manage".
If you can see the option "Use this IP for transactional emails", then it has not been associated with transactional emails.
Just click on "Use this IP for transactional emails" to associate it.