Emails Blocked After Bounces
Symptom: Emails to a specific address are not delivered because earlier messages to it bounced.
Solutions:
- Permanent bounce: A permanent delivery failure blocks the address. Check the address for typos, then contact Dermi support at
support@dermi.ai to request a reset.
- Temporary bounces: After 5 temporary delivery failures within a rolling 72-hour window, delivery to the address pauses. It resumes on its own once the earlier failures fall outside that window.
Emails Blocked After a Spam Complaint
Symptom: Emails to a recipient stopped after a message was marked as spam.
Solutions:
- A spam complaint blocks further delivery to that address. Contact Dermi support at
support@dermi.ai to remove the block.
- Ask the recipient to add
notification@dermi.ai to their safe sender list, so Dermi emails are not filtered as spam.
Emails Not Sent from an On-Premises Installation
Symptom: Emails are not delivered from an on-premises installation of Dermi Atlas Professional.
Solutions:
- Emails are sent through Dermi, so the host computer needs an internet connection and must reach
infra.dermi.ai on port 443.
- Sending needs a valid license. For license problems, see Troubleshooting Licensing and Subscription Issues.
- When email does not arrive, open the link from the Verifications panel in Dermi Atlas Manager (the shield icon in the top bar), which lists every active verification link.
Email Rate Limit
Symptom: Emails stop being sent after many messages in a short period.
Solutions:
- An installation sends up to 20 emails per rolling hour, shared by every member of the license. Sending resumes as earlier messages age out of the one-hour window.
- A verification link held back by the limit is still listed in the Verifications panel in Atlas Manager.
- Space out bulk actions, such as many invitations or recoveries at once.
Email Address Not Verified
Symptom: No email is sent to an account, and its Account page in Atlas shows Email Not Verified.
Solutions:
- The license owner verifies the address with Verify Address in the Dermi Portal, as described in Account Security. When Verify Address is not offered for the member, the account is not on the team's member list.
- For expired links and other sign-in problems, see Troubleshooting Account and Authentication Issues.