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Why don't I receive emails from the website anymore?

This article covers common reasons why your emails from the site may have stopped and what can be done to resolve this.

WHY YOUR EMAILS MAY HAVE STOPPED DELIVERING

Email providers and spam filters are now much stricter about emails that are sent on behalf of your domain by third parties like Web Ninja. Even if everything worked in the past, your mail server may now block or filter these messages unless your domain is properly authenticated.

Web Ninja sends emails (such as order confirmations and notifications) using our email delivery partner, SendGrid. To ensure your emails continue to be accepted and delivered, your domain needs to authorise SendGrid and Web Ninja as legitimate senders.

The next step is for your IT or email administrator to update your DNS records, and then for you to contact Web Ninja Support so we can complete domain authentication.

WHAT YOUR IT / EMAIL ADMINISTRATOR NEEDS TO DO

Please forward this section to whoever manages your domain hosting, DNS and company email.

1. UPDATE YOUR SPF RECORD TO INCLUDE WEB NINJA / SENDGRID

Your domain should already have an SPF record published as a TXT record in DNS. This tells other mail servers which systems are allowed to send email on behalf of your domain.

Your IT team needs to:

  • Add our SendGrid sending IP to the existing SPF record:
    ip4:167.89.18.77

NOTE: there will be an additional entry to add to your SPF record that Web Ninja Support will need to provide you with.
When you contact us, we will supply the exact details that your IT team should add to the existing SPF record.

CRITICAL WARNING – DO NOT DELETE EXISTING SPF RECORDS

  • If you already have an SPF record, do not delete or replace it.
  • You only need to add the Web Ninja / SendGrid entries to your current SPF record.
  • Removing or overwriting an existing SPF record can stop your normal email (for example, Outlook, Microsoft 365, Google Workspace) from sending properly.

If your IT team is unsure how to safely update the SPF record, please have them contact Web Ninja Support and we can work with them.

2. ADD 5 NEW CNAME RECORDS FOR DOMAIN AUTHENTICATION

To fully authenticate your domain for sending via our mail servers (SendGrid), your IT team will also need to add five new CNAME records to your DNS.

  • Web Ninja Support will generate these CNAME records in SendGrid, tailored to your domain.
  • We will then provide the exact DNS details for your IT team to add to your DNS host.

These CNAME records allow SendGrid (on behalf of Web Ninja) to send authenticated emails that appear to come from your domain, using Domain Keys authentication (DKIM) which improves deliverability and sender trust.

3. ENSURE A DMARC POLICY IS ENABLED (BUT NOT “REJECT”)

Your domain should also have a DMARC policy configured. Even a basic DMARC policy is better than none, as it helps control how receiving servers handle messages that fail authentication (and also contributes to trust in the sender).

Your IT team should:

  • Enable at least a basic DMARC policy for your domain.
  • Ensure that the DMARC policy is not set to “reject”. 

IMPORTANT – DO NOT USE A “REJECT” DMARC POLICY

A DMARC policy of “reject” instructs receiving servers to refuse messages that do not fully align. (as in - the sending server isn't the same domain as the sender's email) This can include legitimate third‑party senders like Web Ninja.

If DMARC is set to “reject”, it may prevent Web Ninja (and other authorised third‑party services) from sending emails on your behalf.

Your IT team can choose a more permissive policy (for example, “none” or “quarantine”) to ensure our emails will have a higher chance of delivery.

NEXT STEP – CONTACT WEB NINJA SUPPORT

Once your IT or email administrator has:

  • Updated the existing SPF record to include ip4:167.89.18.77 and the additional entry provided by Web Ninja
  • Added the five CNAME records supplied by Web Ninja Support
  • Confirmed that a non‑“reject” DMARC policy is enabled for your domain

you should contact Web Ninja Support.

Our team will:

  • Verify that the DNS changes are correctly in place
  • Complete the domain authentication process in SendGrid

At that point - all future emails from your site should successfully reach your inbox!

If at any point your IT team has questions or is unsure about any of these steps, they are welcome to contact Web Ninja Support directly so we can work through the configuration together.