Troubleshooting Email Delivery Issues

Emails Blocked Due to Bounce History

Symptom: Emails to a specific address are not being delivered due to previous bounce records.

Solutions:

1. Hard bounces (permanent delivery failures) permanently block the address. Contact support at support@dermi.ai to request a reset.
2. Soft bounces are temporary delivery failures. If they recur over a short period, delivery to the address is paused automatically; delivery resumes on its own once the temporary condition clears.
3. Verify the recipient email address for typos, as incorrect addresses cause hard bounces.

Emails Blocked Due to Spam Complaint

Symptom: A spam complaint flag prevents email delivery to a recipient.

Solutions:

1. A spam complaint permanently blocks future delivery to the flagged address. Contact support at support@dermi.ai to remove the flag.
2. The recipient should add notification@dermi.ai to their safe sender list to prevent future complaints.

Email Delivery Fails in LAN Deployments

Symptom: Emails are not delivered from a LAN-deployed Dermi Atlas Professional instance.

Solutions:

1. LAN email delivery relies on a relay through infra.dermi.ai, which requires an active internet connection on the host machine.
2. A valid license token is required for the relay. For license issues, see Troubleshooting Licensing and Subscription Issues.
3. The host must be able to reach infra.dermi.ai on port 443.
4. The Verifications panel in Dermi Atlas Manager (opened from the shield/notification indicator in the top header) lists active verification links and can be used as a fallback verification method.

Email Rate Limiting

Symptom: Email sending is temporarily blocked after a large number of messages are sent in a short period.

Solutions:

1. The block clears automatically after a short time. Retrying after a few minutes is recommended.
2. Bulk operations should be spaced out to avoid triggering rate limits.

Email Verification Status Invalid

Symptom: Actions that require a verified email address are blocked until the email address is verified.

Solutions:

1. The verification email should be re-sent and the verification process completed.
2. Verification links expire after 1 hour. A new link must be requested if the original has expired.
3. The Verifications panel in Dermi Atlas Manager (opened from the shield/notification indicator in the top header) lists active verification links and can be used as a fallback verification method. For additional authentication guidance, see Troubleshooting Account and Authentication Issues.