Email errors

These messages appear while you connect your support address, send a test email, set up your own sending domain, or check whether a reply was emailed.

Before you start

• Who this is for: owners and admins who set up email.
• What you need: the exact message you saw.

Step by step

1. Note where you saw the message, for example on Settings > Email, or on a reply in a ticket.
2. Find it in the list below; messages are grouped by task and quoted word for word.
3. Follow the fix, or open the linked guide for the full steps.

What happens next

Most fixes take effect straight away. If the same message comes back after the fix, refresh the page once, then contact us with the message and the page you were on.

Tips

• DNS changes can take minutes, sometimes up to 48 hours. Check again later before changing records twice.
• Always test with an address outside your own domain, such as a personal Gmail.

Troubleshooting

Support addresses

"Only owners and admins can change email settings"

Ask an owner or admin. See Connect more email addresses or disconnect one.

"Enter the address your customers write to"

The support address is empty or not a valid email. See Connect your support email.

"Use the address your customers know, not the forwarding address"

You typed a Hushdesk forwarding address as your support address. Type your own address instead. See Connect your support email.

"Another brand already uses that address"

An address can belong to one brand only. Disconnect it from the other brand first. See Connect more email addresses or disconnect one.

"Pick one of your brands"

The brand you chose no longer exists. Refresh the page and pick again. See Connect your support email.

"Enter a name"

Name on your replies cannot be empty. See Connect more email addresses or disconnect one.

"That email address is not connected"

Someone disconnected it already. Refresh Settings > Email. See Connect more email addresses or disconnect one.

Test emails and sending

"Add your support address first"

The address field is empty. Add your support address before testing. See Send a test email to check forwarding.

"The test email could not be sent: …"

Our email provider refused to send the test. The text after the colon says why. Try again in a minute; if it repeats, contact support with that message. See Send a test email to check forwarding.

"Email sending is not connected on this server yet. Send any email to your support address instead."

This Hushdesk server cannot send the test. Send an email to your Gmail address from another account; if it appears in Hushdesk, forwarding works. See Forward Gmail to Hushdesk.

"Note: email sending isn’t connected on this server yet, so replies are saved in Hushdesk but not emailed."

This server cannot send email yet. Replies are kept in the ticket but not delivered until sending is connected. See Send replies from your own domain.

"Email failed: The email provider refused this message"

The provider gave no detailed reason. Check the customer's address for typos and try again later. See Check if a reply was emailed.

"This customer has no email address"

The customer has no email on file, so the reply cannot be emailed. Add their address in the customer sidebar, then send again. See Use the customer and ticket details sidebar.

Your sending domain

"Set up the domain first"

Press Show my DNS records before Check DNS now. See Send replies from your own domain.

"Only gmail itself may send as @gmail.com. …"

Free mailbox domains cannot be verified (the message names your provider). Replies go from the shared address with your store name; customers' answers still come back to you. See Send replies from your own domain.

"Could not register yourstore.com for sending: …"

Our email provider refused to register the domain. The text after the colon says why. Try again later or contact support. See Send replies from your own domain.

"No TXT record at … yet. Add it, then wait for DNS to propagate (usually minutes, up to 48 h)."

The DKIM record is not visible yet. Check the host name and wait a little. See Send replies from your own domain.

"Add a CNAME record pm-bounces.… → …"

The Return-Path record is missing. Add the CNAME exactly as shown. See Send replies from your own domain.

"DNS lookup failed (…). Try again in a minute."

The lookup did not get an answer. Wait and check again. See Set up SPF and DMARC for support email.

"No TXT records found on …"

Your domain has no TXT records at all. Add the SPF record shown. See Set up SPF and DMARC for support email.