- > My emails are not working, help!
- > The emails I send end up in the SPAM folders of my recipients!
- > How do I know if my DNS is set correctly?
- > What's a DNS, and why do I need to configure it?
- > What's an "MX" DNS record?
- > What's an "SPF"?
- > What's a "DKIM"?
- > What's a "DMARC"?
- > Are SPF, DKIM, and DMARC records required?
- > My Sendgrid/Shopify/(any other third party service) emails don't get delivered!
- > I can't get my emails to work on my Gmail/Outlook/Thunderbird/Something mail client!
- > Can I use my domain email address with Gmail?
- > Can I have a profile picture with my domain email address?
- > How to enable push notifications on my phone/tablet?
- > How to set a custom from/sender/display name?
- > How to enable autoconfiguration for mail clients (Outlook, Thunderbird, ...)?
- > Autoconfiguration doesn't work?
- > Where can I create/edit/delete email accounts for my domain?
- > How to set a catch-all address for my domain?
- > How to add more domains to my account?
- > I just upgraded to premium. Can I group all of my other base plans domains/accounts in my premium plan?
- > How can I completely remove my account?
- > How/when can I upgrade/downgrade my plan?
- > What happened to the free plan?
- > Where can I change email settings such as automatic replies and redirections?
- > Can I make custom rules/filters on emails I receive (to filter SPAM for instance)?
- > How long do emails stay in the Trash and Junk folders?
- > Do you support automatic aliases such as email@example.com (a.k.a sub-addressing)?
- > How to enable two-factor authentication (2FA)?
- > What are the credentials to connect to the admin interface?
- > What are the credentials to connect to the webmail?
- > Help, I forgot my password!
- > I know my password but it's not working anyway!
- > Where can I change my password?
- > How come a non administrator can access the admin interface?
Troubleshooting and DNS setup
Mail client setup
Manage plan and domains
Login and password
My emails are not working, help!
In the vast majority of cases this is simply due to a bad DNS configuration. Please check out our DNS settings page. You might also find one of the following domain provider guides helpful:
To test your setup, please have a look at "How do I know if my DNS is set correctly?" below.
If you're still in trouble, know that we offer to do the DNS configuration ourselves for our premium users. This requires for you to provide us with your registrar (i.e. domain provider) credentials though, so we can access your domain DNS editor.
The emails I send end up in the SPAM folders of my recipients!
If your emails are delivered but they end up in the SPAM folders of your recipients, it is very likely due to a bad configuration (or an absence of configuration) of either your SPF DNS record or your DKIM DNS record, or both.
To fix this, please see "How do I know if my DNS is set correctly?".
How do I know if my DNS is set correctly?
If you've haven't validated your MX record yet, please visit https://www.postale.io/configure/yourdomain.com to validate your MX record first (replace yourdomain.com with your actual domain name).
Once your MX record is validated, login to the admin interface with an administrator account and click on the DNS diagnostic button in your domain page. This will show you everything you need to know about your domain DNS settings and what you need to fix.
What's a DNS, and why do I need to configure it?
A Domain Name Server is a service acting as a directory for websites and other internet services. When you enter the name of a website in your web browser, say "google.com", your browser first asks to a DNS where it can find that site (i.e. what's the IP address of the server serving that particular site). The same thing goes for emails. When you send an email to someone, say to "firstname.lastname@example.org", your mail client (Gmail, Outlook, ...) first asks a DNS service where to actually send the email (i.e. what's the server handling emails for "poupoupidou.com").
Thus, any domain with email addresses needs a DNS configuration.
If you're using postale.io for your domain emails, you need to set your domain DNS records so that mail clients everywhere in the world know that emails sent to your domain are handled by postale.io mail servers. Usually, only people knowing the domain provider (a.k.a registrar) credentials used to purchase a domain name have the ability to edit DNS records for that domain.
The main DNS record for emails is called an "MX" record. For websites, it's called an "A" record. There are many more records for different purposes. To configure your DNS properly, please visit our DNS configuration guide.
What's an "MX" DNS record?
It's the DNS record for mail servers. It tells what mail server(s) handle emails for a given domain name. To know the right MX record you need to use our service, please have a look at our DNS configuration guide.
What's an "SPF"?
This is another DNS record used for emails. Quoting Wikipedia: "Sender Policy Framework is an email authentication method designed to detect forging sender addresses during the delivery of the email.". An SPF record basically tells which servers/services should be allowed to send emails on behalf of a domain name.
If your domain has an SPF record and an unauthorized sender tries to send an email from an email address with your domain name, that email will get a very bad score from antispams and will likely be either rejected or classified as SPAM. On the other hand if an email is sent from an authorized sender, it gets a good score and a lesser chance of being seen as SPAM.
To know the right SPF record you need to use for our service, please have a look at our DNS configuration guide.
What's a "DKIM"?
This is another DNS record used for emails. Quoting Wikipedia again: "DomainKeys Identified Mail (DKIM) is an email authentication method designed to detect forged sender addresses in emails [...].".
A DKIM record allows the recipient mail service to verify the email did originate from where it claims it did. Similarly to the SPF record, it gives the emails you send a better score and a lesser chance of being seen as SPAM, and protects you further from impersonators.
To know the right DKIM record you need to use for our service, please have a look at our DNS configuration guide.
What's a "DMARC"?
Yet another DNS record to protect you from spoofing, DMARC allows you to apply a policy on unauthorized senders. Some email services tend to grant a slightly better score to senders having a DMARC record.
To know the right DMARC record you need to use for our service, please have a look at our DNS configuration guide. However you can change your DMARC for any policy you want.
Are SPF, DKIM, and DMARC records required?
Technically, they're not. Only the MX record is required. But SPF, DKIM, and DMARC are strongly recommended, as without them the emails you send have a much higher chance of being considered as SPAM. If you set those records, it's very unlikely than any (legitimate) email you send land in the SPAM folders of your recipients. To know the correct records you need to use our services, please have a look at our DNS configuration guide.
My Sendgrid/Shopify/(any other third party service) emails don't get delivered!
If you're using a third party email service like Sendgrid, Shopify, another service or your own server to send emails from @yourdomain.com email addresses, you'll need to add that server to your SPF record. Just add "include:some.third.party.server.com" right before "~all" in your SPF record. Like so:
"v=spf1 mx include:some.third.party.server.com include:some.other.server.net ~all"
The SPF record above will allow some.third.party.server.com and some.other.server.net to send emails on behalf of your domain name (i.e. from @yourdomain.com email addresses, where yourdomain.com is your domain name). The "mx" part says the server specified in your MX record (which in your case is "mail.postale.io", our service) is also allowed.
If you're using Sendgrid, the server(s) you need to add to your SPF record is/are given in your Sendgrid account. See Sendgrid's documentation here.
If you're using Shopify, the server you need to add to your SPF record is given in Shopify's documentation here. You need to keep the "mx" part in your SPF record so the resulting record is:
"v=spf1 mx include:shops.shopify.com ~all".
You should also avoid using "reply-to" email addresses having a different domain name than the "from" email address. This tends to raise antispams red flags, especially if your SPF doesn't allow the sending server to send emails from your domain name. This could mean someone is not only trying to impersonate you/your company but is also trying to get replies (i.e. it looks like a phishing attempt).
I can't get my emails to work on my Gmail/Outlook/Thunderbird/Something mail client!
Open your mail client, and find the menu/button to add an account. The interface will ask for your username (that's your full domain email address) and your password. Enter them.
From there, most commonly used mail clients should be able to autoconfigure everything for you, thanks to our built-in autoconfiguration feature. If they don't autoconfigure, they'll ask you to provide some settings instead. Namely: SMTP server and port, POP or IMAP server and port, and SSL/TLS settings. All the settings you need to do that are provided on our mail client configuration guide.
Can I use my domain email address with Gmail?
Sure! Open Gmail and click on Settings > Accounts and Import > Check email from other accounts > Add an email account. Enter your domain email address and follow the steps.
When asked to enter your username, enter your full domain email address again (that's including the @yourdomainname.com part). Other settings you'll need are listed here. Please note that Gmail only supports POP.
You can also find a guide from Google here.
Can I have a profile picture with my domain email address?
Yes, absolutely. However, please note that profile pictures actually depend on the email client used by your recipients.
With Gmail for instance, only people using Gmail to open your emails will see your Google account profile picture (or people using another mail client also showing up the Google profile picture). If you'd like that to happen with your domain email address as well, you have two options:
- Add your domain email address as an alternate email in your Google account (then your usual Google account profile picture will show up to Gmail users when you send from your domain email address).
- Create a new Google account with your domain email address (select the "Use my current email address instead" option) and add a profile picture to it (then that profile picture will show up to Gmail users when you send from your domain email address).
How to enable push notifications on my phone/tablet?
We support push notifications/device synchronization via Exchange ActiveSync, a protocol initially developed by Microsoft but nowadays open to everyone.
How to set a custom from/sender/display name for my domain email address?
You may want to have some from/sender/display name for your domain email address, so that your recipients see that name when they get your emails. This can be set in your mail client, usually via an account setting called "name" or "display name".
In the webmail for instance you can do that from Settings > Identities > your domain email > Display Name. Please note this will only apply to emails sent from the webmail. Similarly if you set a display name in a mail client (say Gmail or Apple Mail for instance), that name will only be used when you send emails from that client.
There's just one exception to that rule. If you're using your domain email as an Exchange account (to enable push notifications), some apps don't offer a display name option. That's the case for the iOS Mail app for instance. As a fallback solution, and in that case only (an Exchange account without a custom display name), the webmail display name will be used instead, if you've set one.
How to enable autoconfiguration for mail clients (Outlook, Thunderbird, ...)?
Most mail clients can autoconfigure themselves from only your domain email address and password. To benefit from this feature your domain DNS must have two CNAME records respectively named "autoconfig" and "autodiscover", both pointing to "mail.postale.io". See the DNS guide or the DNS diagnostic tool for details.
Autoconfiguration doesn't work?
First you should know that not all mail clients support autoconfiguration. Some of the clients known to support it include: Thunderbird, Gmail, Spark, Outlook (though that one is not always reliable). If your mail client is supposed to support it, you need to configure your domain DNS to enable the feature.
If it still doesn't work, please make sure there are no other DNS records interfering. Some domain providers prefill mail related records and that can break autoconfiguration. In particular:
- delete any other "autoconfig" or "autodiscover" CNAME records,
- delete any "imap", "smtp", "pop", or "pop3" CNAME records,
- delete any TXT records having their values start with "mailconf=",
- delete any _imaps._tcp SRV records,
- delete any _pop3s._tcp SRV records,
- delete any _submission._tcp SRV records,
- delete any _autodiscover._tcp SRV records,
- delete any _ldap._tcp SRV records.
Or, if you're familiar with the records listed above, you can alternatively configure them to use our service. If not, better to remove them, as they are not required.
If you're still having issues making it work with Outlook, that may be due to "AutoDetect". It's a service introduced in recent years supposed to help autoconfiguration, but currently it's not reliable and has known issues that only Microsoft can solve on their end.
Where can I create/edit/delete email accounts for my domain?
On your admin interface. Only if you are an administrator will you be able to act on other email accounts.
How to set a catch-all address for my domain?
Connect to your admin interface with an administrator account. Click on your domain then on 'Edit settings', check 'Domain catch-all' and choose a target email.
How to add more domains to my account?
I just upgraded to premium. Can I group all of my other base plans domains/accounts in my premium plan?
This will attach the base plan domain with all of its mailboxes and aliases to your premium plan, just as if you had created them from the premium plan directly. You'll then be able to manage that domain and create more mailboxes and aliases for it with your premium capabilities.
How can I completely remove my account?
You can fully remove your postale.io account (all domains, mailboxes, paid plan, ...) from the Options tab of your plan page, in the admin interface. That page is accessible by administrators only.
Beware! This action is not reversible. Once your account is deleted, all of its data (including emails) is forever lost.
How/when can I upgrade/downgrade my plan?
You can downgrade or upgrade your plan at any time, from the plan page in the admin interface. We'll automatically charge you prorated amounts for the time spent on each plan.
What happened to the free plan?
It got turned into the $1 base plan (with a 30 days free trial), for new registrations only.
Why? Well our free plan got very popular and it started to grow a little too fast for us to keep offering it while maintaining quality of service. Nothing is set in stone though and depending on how our capabilities evolve we may or may not offer another free plan in the future.
If you registered to a free plan when it was offered, no worries, it stays free and nothing changes for you!
Where can I change email settings such as automatic replies and redirections?
Can I make custom rules/filters on emails I receive (to filter SPAM for instance)?
Sure! You can easily make rules from the webmail, in Settings > Filters.
For instance you could make a rule to automatically remove all emails containing a particular text, or having a particular subject, or sent from a particular email address. Or automatically move them in say the Trash folder.
That filtering interface in the webmail is very intuitive to use and requires no knowledge. When you make a filter with it, behind the scene it writes in the Sieve script of your email account.
If you need more advanced rules, you can also direclty write in the Sieve script yourself. That's done from the admin interface, in the email account settings page, click on the 'Custom email filter' button within the 'Sieve filter' section. Since both the webmail and the admin interface write in the same Sieve script, you can interchangeably use both ways to make rules.
How long do emails stay in the Trash and Junk folders?
30 days! All emails in the Junk and Trash folders older than 30 days are automatically deleted. This is a common practice, helping you to keep your storage usage under control.
Do you support automatic aliases such as email@example.com (a.k.a sub-addressing)?
Yes! We support sub-addressing with the "+" (plus) character.
For instance if you created an email address firstname.lastname@example.org, any email sent to an address of the form email@example.com will be received by firstname.lastname@example.org as well, with tag being any word you like. You can even use multiple tags, like email@example.com.
How to enable two-factor authentication (2FA)?
Want to enable 2FA on an account? Easy! Login to the admin interface, open the account page, and click on the 'Edit 2FA' button.
There you can choose between Google Authenticator or email as the second authentication method. Enter the verification code, and "voilà", 2FA is enabled on the account.
You can change the method or disable 2FA at any time by going back to that 2FA settings page.
What are the credentials to connect to the admin interface?
Your username is always your domain email address. For your password:
- If you are the first user registered on postale.io for your domain, you received your password by email at the personal email address you've used at registration. If you didn't receive the email, or if you've mistyped your personal email address, please contact us.
- If you are not the first user registered on postale.io for your domain, your password has been set by the administrator who created your account. Please contact him/her to get your password.
Note that you can always change your password from your admin interface.
What are the credentials to connect to the webmail?
Help, I forgot my password!
If you're a regular (i.e. non admin) user please contact your administrator, as he/she can reset your password from his admin interface. By default the first user registered on postale.io for a given domain is an administrator. However other admins can be added later by any administrator.
I know my password but it's not working anyway!
If you're absolutely certain you're using the right credentials to login but it's not working anyway, it means an administrator has changed your password. Please contact an administrator.
Where can I change my password?
On your admin interface, in the 'My account' page. Credentials are the same as for the webmail.
How come a non administrator can access the admin interface?
If you're not an administrator, you're admin interface will only allow you to modify settings related to your own account: change your password, set an out of office automatic reply, etc.
A non administrator does not have access to any action on other accounts of the domain or on the domain settings. Only administrators have such options.