Domain troubleshooting: Email from your domain

This article is relevant to Users who have difficulty connecting to their domain mailbox and in cases when the feature has suddenly stopped working.

Setup troubleshooting

If one of your email details was entered incorrectly you will receive the message: “Unable to connect to your mail server. Please check your details and try again.”

Be sure that the following fields are entered correctly, then try connecting again.

  • Email address
  • Password
  • SMTP server
  • Email port

Figure 1: Connecting Email from your domain

Internally hosted email servers

If your mail server is hosted in-house behind a firewall, you will need to update your firewall settings to allow ScheduleOnce to access your mail server. Please contact us for more information on how to update your firewall settings.

Incorrect password

When you're using G Suite 2-step verification, you'll need to generate an app-specific password in the Google Account and use it as your password in the Email from your domain page. 

Learn more about G Suite passwords

If you are not using G Suite 2-step verification, but you are still experiencing password issues, you will need to enable basic authentication for your Google Account. 

Learn more about enabling basic authentication for your Google account

Delivery troubleshooting

If emails have never been received

Go to Setup and select the relevant Booking page. Check the User notifications and Customer notifications sections to ensure that the email checkboxes are selected for the notifications you wish to receive. If you are using Event types, the Customer notifications will be in each Event type.

Figure 2: User notifications section

The emails could be going to the SPAM folders of the receivers. Check the SPAM folder to see if the email is there. You can verify this  by sending yourself a test email. To send a test email go to Setup, open the left sidebar and select Tools -> Email from your domain (Figure 3).

Figure 3: Email from your domain

Your email or domain may have been blacklisted by the receiver’s email service provider. Email service providers sometimes blacklist emails that they consider to be problematic. To avoid this, don’t use your email account for activities that might be considered spamming.

If you stopped receiving emails from your connected Email domain and are receiving from ScheduleOnce Mailer

If you stopped receiving emails from your connected Email domain and are receiving from ScheduleOnce Mailer, email from your domain settings may have changed.

NoteConnection errors may be encountered when emails are sent from your domain. In such cases an automatic fallback sends emails from the ScheduleOnce mailer until the connection is restored. This ensures that Users and Customers will continue to receive booking-related notifications.

  • If you have changed your email password, disconnect and reconnect Email from your domain. Learn how to set up Email from your domain
  • If you have recently set up G Suite 2-step verification, you should generate an App password via Google and enter this in the password field under the Email from your domain setup. Learn more about G Suite passwords
  • You might be over the daily sending quota of your connected mailbox, allowed by your email service provider. Check with your email service provider.
  • The emails could be going into SPAM - Check the SPAM folder to see if the email is there. This can be verified by sending a test email. To send a test email go to the Email from your domain page.
  • Your email or domain may have been blacklisted by the receiver’s email service provider. Email service providers sometimes blacklist emails that they consider to be problematic. To avoid this, don’t use your email account for activities that might be considered spamming.
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