Troubleshooting issues with the SMTP

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 contact@sendinblue.com to proceed with the activation.

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  • 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:

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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:

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  • 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.

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  • 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: 94.143.17.4, 94.143.17.6 et 185.107.232.0/24

  • 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.

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