SendGrid - Common issues and FAQs

There are multiple SendGrid Errors and Issues that you can run into while using MaidCentral Below are some examples and steps to resolve these issues

Checking the status of an email is simple and easy to do. Inside of MaidCentral, you can see SendGrid status updates under each email from the Notes Section of the Customer Profile

by hovering over the Clock icon on an email you can see SendGrid status updates

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Below are several issues you will see through the above SendGrid status updates when customers are not receiving their emails and some steps to resolve those issues.

Dropped

• A Dropped email means that SendGrid “Dropped” a message to a specific email address in order to protect your sender's reputation.
• SendGrid keeps Email Lists to track bounces, spam reports, and unsubscribes for each of our users.
• The most common reason an address will drop is due to a Spam report or the user unsubscribing

 Resolutions

• If you are using the built-in SendGrid integration, You will need to Open a ticket with support, for us to remove that customer from the "suppression list" inside SendGrid, we can also usually tell you why the emails started dropping
• If you have your own SendGrid Integration, you can remove the customer from the appropriate suppression list by signing into your SendGrid Dashboard by going into the Suppressions Tab > Spam Reports / Unsubscribe Groups > searching for the email will give you information on why it Bounced and the ability to remove it from the suppression list

Bounce

• A bounced email means that The receiving server denied the message and the address sent to is suppressed by SendGrid moving forward
• The most common reason an address will bounce is that the address in question is not valid

 Resolutions

• The Customer will need to Contact their Email Service Provider (ESP) and resolve the issue with their ESP denying the incoming message
• If you are using the built-in SendGrid integration, You will need to Open a ticket with support, for us to remove that customer from the "suppression list" inside SendGrid
• If you have your own SendGrid Integration, you can remove the customer from your suppression list by signing into your SendGrid Dashboard by going into the Suppressions Tab > Bounces > searching for the email will give you information on why it Bounced and the ability to remove it from the suppression list

Blocked

• blocked emails happen when the receiving server returns a "refusal" that indicates a nonpermanent rejection for that address.
• Common reasons a message might be blocked are, if your sending IP or domain has been listed as "denied"
• the content of your campaign contains elements the inbox provider deems “spam"
• Or there was a technical issue between the 2 servers when you attempted to send the campaign.
• When Blocked these emails aren't suppressed by SendGrid

 Resolutions

• Seeing lots of blocked messages is a good indicator that your sending reputation might be suffering.
• If you have your own SendGrid Integration,  signing into your SendGrid Dashboard by going into the Suppressions Tab > Bounces > searching for the email will give you information on why it Bounced and the ability to remove it from the suppression list

Deferred/Deferral

• A deferred event, or deferral, is simply an event SendGrid has received back from the receiving server that tells us that the receiving server has temporarily limited access to their system
• It doesn’t mean that your message will not be delivered. Rather, it’s a signal that your message will not be delivered immediately.
• Think of this issue as a "Busy Signal" from the customer's ESP
• SendGrid will continue to try to deliver that message to your customer for up to 72 hours. If a message to a recipient is deferred for more than 72 hours, that deferral will turn into a block.

 Resolutions

• • If 72 hours have gone by the customer will go onto your block list of SendGrid, we must remove them from the block list manually through the SendGrid dashboard
  • If you are using the built-in SendGrid integration, You will need to Open a ticket with support, for us to remove that customer from the "suppression list" inside SendGrid
  • If you have your own SendGrid Integration,  signing into your SendGrid Dashboard by going into the Suppressions Tab > Blocks > searching for the email will give you information on why it Bounced and the ability to remove it from the suppression list by selecting and deleting the blocked email.

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No SendGrid Events

• This error means that SendGrid didn’t send Maid Central any information back regarding if the email was sent successfully, opened, clicked, etc.

Resolutions

• If you are using the built-in SendGrid integration, You will need to Open a ticket with support, for us to contact SendGrid and work towards resolving this issue
• If you have your own SendGrid Integration,  opening a SendGrid Ticket and viewing your dashboard should give more insight or help resolve this issue

Commonly Experiencing Issues with spam reports/dropped emails?

Depending on which SendGrid Plan you are using it will depend on your deliverability, and may cause some issues.

Essential plan -

With their Essential Plan, you have No Access to Dedicated IPs. What this means for the users is that you'll share an IP with other senders. Other senders can then be the cause of the IP address your group is using being considered corrupted or the sender of spam, causing the entire group of members using that IP address to see their emails bounce/blocked/deferred.

Pro/Advance -

To own your sender reputation and access to a dedicated IP you'll want to upgrade to their Pro/Advanced plan. Below is a document on how to upgrade your plan directly from SendGrid!

https://docs.sendgrid.com/ui/account-and-settings/upgrading-your-plan