Error

Explanation

Occasionally, you may have problems sending emails to employees. You can use the Mail Log feature to check for any emails that have bounced or dropped. A common reason for an email bouncing is the 550 error code Use Mail Relays of your ISP.

This occurs when the senders domain is the same as the recipients domain, e.g. the sender has @example.com and the receiver has @example.com. Depending on the settings at your mail servers' end, it will cause problems.

Solution

The easiest way is:

You can set up Domain Keys (DKIM) within your business settings and is a method of digitally signing emails so the recipient's email servers know it has come from a legitimate sender. To read further information on how to set this up, refer to this article.

Other methods include:

You can relax the rules at your receiving mail server to accept mail that has a from address of @example.com. Before doing this, we recommend getting advice from your IT department.

You can change the contact email address in the Pay Slip Configuration page so it does not use an @example.com email address. To read further information on how to set this up, refer to this article.

You can also add our mail sending service Send Grid, to your SPF DNS record. You can do this by adding include:spf.sendgrid.net to your SPF DNS record. This would need to be done by your IT administrator.