Prerequisites
- Set Up Your Sending Domain — The setup these problems occur during
Sending Domain Problems
What went wrong, why, and what to do about it.
Most problems on this screen come from one of three things: a record that is not published the way Zyntro expects, DNS that has not finished propagating, or the gap between a record being published and being accepted for sending.
Work through the symptom that matches what you see.
Known Issues
Continue is greyed out during setup
The MX and return path CNAME records have not both been found in live DNS.
Continue unlocks only when both are found. Re-tick each box to run the check again and read the message underneath, which names the record that is missing.
Confirm the MX record is on your sending domain with value inbound.postmarkapp.com and priority 10, and the CNAME is on your return path domain with value pm.mtasv.net. Both are shown on screen with copy buttons.
A record is published but Zyntro cannot find it
Either the hostname is not what Zyntro is looking up, or DNS has not propagated.
Check for a duplicated domain first. Many DNS hosts append your domain automatically, so entering comms.example.com as the hostname can create comms.example.com.example.com. Compare what your DNS host actually shows against the hostname on the card.
If the record looks right, it may simply be too new. Propagation usually takes minutes but can take up to 24 hours. Wait and verify again rather than editing a correct record.
The screen says your mail server exists but the domain setup was not completed
Setup stopped between provisioning the server and creating the sending domain.
Nothing is lost. The screen offers Configure Sending Domain — select it and re-enter your sending domain to finish the second half of setup.
Published in DNS is ticked, but Accepted for sending is not
The delivery service has not yet accepted the record.
This is normal shortly after publishing, and it is why the two are shown separately. Select Verify All Records to ask the delivery service to look again.
Mail will not send until DKIM, SPF and Return Path are all accepted, so do not treat a fully published domain as ready.
The DMARC check says a record exists but is not a policy
Something other than a DMARC policy is published at the _dmarc hostname.
Most often an SPF value has been pasted into the wrong record. A DMARC policy must begin v=DMARC1; and set a policy, for example p=none.
Check the hostname too: DMARC belongs on your registered domain, so _dmarc.example.com rather than _dmarc.comms.example.com. See Set a DMARC Policy.
DKIM was verified and has stopped
The DKIM key was rotated, so the record your domain needs has changed.
Select Verify on the DKIM card. Zyntro re-reads the current record before checking DNS, so the hostname and value on the card refresh to what is needed now.
If they differ from what you published, update the TXT record at your DNS host and verify again.
Your everyday email stopped arriving after setup
The MX record was published on a domain that already received mail.
The required MX record routes all mail for the sending domain into Zyntro. Published on a domain your business receives email on, it diverts that mail away from your mailboxes.
Restore your original MX record at your DNS host immediately — your mail provider can tell you the correct value. Then contact Zyntro support to move your sending domain to a dedicated subdomain such as comms.example.com.
You need to change or remove the sending domain
Once configured, the screen becomes the verification dashboard and the wizard is no longer reachable.
There is no way to change or remove a sending domain from this screen. Contact Zyntro support with the domain you want to move to.
This is why the choice is worth making carefully the first time. See Choosing Your Sending Domain.
Mail sends, but lands in spam
Authentication is in place, but reputation or content is working against you.
Confirm every card is accepted, not merely published, and that your DMARC policy is valid. Then look beyond the records: a brand new sending domain has no reputation and benefits from starting with modest volumes to engaged recipients.
Your email analytics will show bounces and complaints, which are the signals inbox providers react to most strongly.
Frequently Asked Questions
Give DNS up to 24 hours. Most changes appear within minutes, but a slow propagation is far more common than a wrong record you have already checked twice.
Mail delivery is configured per brand, and each brand's setup provisions its own sending domain. Use a different subdomain for each brand, such as comms.brand-one.com and comms.brand-two.com.
No. Verification happens at the domain level, so once your sending domain is accepted, any address on that domain can send. Which senders are available is set elsewhere, by your AI communicators and team members.
No. Both Verify and Verify All Records are checks. They read DNS and record what they found, and never change your DNS or your sending configuration.
Need More Help?
If a record is published correctly, has had 24 hours to propagate, and still will not verify, contact Zyntro support with your sending domain and the name of the record. Support is also the route for changing or removing a sending domain, which cannot be done from this screen.
Contact Support