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Email Deliverability Troubleshooting

Last updated on Apr 16, 2026

Email Deliverability Troubleshooting

If your recruits aren't receiving your BrokerKit emails, or if emails are landing in spam, follow this troubleshooting guide. This article covers deliverability for all emails you send through BrokerKit — individual one-off emails, bulk emails, and automated campaign emails.

Think you're looking for something else?

  • [Sending Individual Emails] — how to compose and send
  • [Using engagement tracking with your leads and agents] — open and click tracking
  • [My Campaign Emails and Texts are not sending] — scheduling/send issues specific to campaigns

Why Is My Email Not Delivered or Not Arriving?

If you're wondering why your email didn't get delivered, why an email is not arriving, or why the recipient didn't get the email, the causes below cover every scenario. Keywords for this troubleshooting article: email not delivered, email not arriving, recipient didn't get email, email bounced, email went to spam, email stuck.

Quick Checklist: Why Didn't My Email Get Delivered?

Start here. Most email-not-delivered tickets come down to one of these:

Symptom Most likely cause
Email bounced back Invalid / typo'd recipient address, or recipient's inbox is full
Email went to spam folder Sending domain isn't authenticated (SPF / DKIM / DMARC)
Recipient unsubscribed previously Suppression list — BrokerKit won't re-send
Email stuck "Scheduled" Campaign paused, user's send window closed, or account has a send cap
Email never appears anywhere Sender's email provider blocked the send — check Gmail / Outlook "sent" folder

1. Confirm the Email Was Actually Sent

Before assuming a deliverability problem, verify BrokerKit dispatched the email:

  1. Open the recruit's contact profile → Messages tab.
  2. Find the email. It should show a status like Sent, Delivered, Opened, or Bounced.
  3. If the status is Failed or Bounced, you'll see the reason (e.g., mailbox full, invalid address).

See [Using engagement tracking with your leads and agents] for a full reference on email status indicators.

2. Check for Bounces and Invalid Addresses

Hard bounces (invalid address, domain doesn't exist) will be flagged on the contact. BrokerKit will stop sending to that address until you correct it.

  • Open the contact profile → Personal Details → Email.
  • Look for a ⚠️ warning next to the address.
  • Correct the typo or replace with a current email, then save.

Soft bounces (mailbox temporarily full, server issue) will retry automatically. If they persist, treat as a hard bounce.

3. Check the Recipient's Spam Folder

The single most common deliverability complaint ("didn't get my email") is actually an email sitting in Spam / Junk / Promotions. Ask the recipient to search their email for "brokerkit" or your sending domain, including the spam folder.

Prevent future spam routing

If a recipient repeatedly finds BrokerKit emails in spam, ask them to:

  1. Mark one of your emails as "Not Spam" in Gmail / Outlook.
  2. Add your sending address (e.g., yourname@yourbrokerage.com) to their contacts.
  3. Reply to one of your emails — most providers whitelist addresses the user has replied to.

4. Verify Your Sending Domain Authentication

Emails from unauthenticated domains land in spam. BrokerKit supports three standards, all of which should be configured on your custom sending domain:

  • SPF — tells receiving servers that BrokerKit is authorized to send mail for your domain.
  • DKIM — cryptographically signs your emails so receivers can verify authenticity.
  • DMARC — policy that tells receivers what to do when SPF/DKIM checks fail.

How to check your setup

  1. Go to Account Settings → Email Sending Domains.
  2. Each configured domain shows its SPF / DKIM / DMARC status (green ✓ or red ✗).
  3. If any are red, click the domain for the DNS records you need to add at your domain registrar.

See Configuring Email Sending Domains and Implementing DMARC for step-by-step setup.

If you haven't set up a custom sending domain

BrokerKit will send from a shared noreply address, which works but has lower deliverability and some providers may filter more aggressively. For serious outreach, set up your own domain.

5. Check the Suppression / Unsubscribe List

If a contact unsubscribed from your emails — even accidentally — BrokerKit won't send them further emails.

6. Check Your Account Sending Limits

To protect sender reputation, BrokerKit applies volume limits:

  • Bulk emails — throttled based on your domain reputation and subscription tier.
  • Campaigns — respect the campaign's configured send window and per-day cap.
  • Individual emails — no per-day cap, but very high volumes may trigger anti-spam review.

If large sends stall, wait a few hours and retry, or stagger across days.

7. When to Contact Support

Contact BrokerKit support if:

  • Your sending domain shows SPF/DKIM/DMARC as ✓ but emails still route to spam for many recipients.
  • You're seeing a high bounce rate (> 5%) on a known-good list.
  • Individual emails show a Failed status with no clear reason.
  • You need help interpreting a DMARC aggregate report.

Include the recipient email address, the timestamp of the send, and a screenshot of the email status in the contact profile.

Related

  • [Sending Individual Emails]
  • [Using engagement tracking with your leads and agents]
  • [Configuring Email Sending Domains]
  • [Implementing DMARC]
  • [My Campaign Emails and Texts are not sending]
  • [Are email replies shown in Brokerkit?]