Emails Blocked Due to Bounce History
Symptom: Emails to a specific address are not being delivered due to previous bounce records.
Solutions:
- Hard bounces (permanent delivery failures) permanently block the address. Contact support at
support@dermi.ai to request a reset.
- Soft bounces are temporary delivery failures. After 5 soft bounces within a rolling 72-hour window, delivery to the address is paused automatically; delivery resumes once the earlier bounces fall outside that window.
- 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:
- A spam complaint permanently blocks future delivery to the flagged address. Contact support at
support@dermi.ai to remove the flag.
- 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:
- LAN email delivery relies on a relay through
infra.dermi.ai, which requires an active internet connection on the host machine.
- A valid license token is required for the relay. For license issues, see Troubleshooting Licensing and Subscription Issues.
- The host must be able to reach
infra.dermi.ai on port 443.
- 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:
- On LAN deployments, sending is limited to 20 emails per rolling hour, counted per account. The message does not state a retry time; sending resumes as the earlier messages age out of the one-hour window.
- When the limit blocks a verification email, the verification link is still listed in the Verifications panel in Dermi Atlas Manager, so email delivery is not required to complete the action.
- 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:
- The verification email should be re-sent and the verification process completed.
- Verification links expire after 1 hour. A new link must be requested if the original has expired.
- 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.