Verifying Email Addresses and Sending Domains

If you want to contact your respondents via email, there are two verification processes you need to perform (these steps are necessary to confirm that you control that address and therefore have the rights to send mail from it):

  1. The email address verification
  2. The domain verification

While verifying the email address alone will allow you to send emails out, they will appear as sent "on behalf of" in the email header rather than looking like they've been sent directly. See example below:

The "From" Field on email from an unverified domain will appear like this on some email clients:
"; on behalf of John Smith <>"

When the domain is verified, it will look like this:
"John Smith <>"

Not verifying the domain can also cause some receiving mail servers to block the email or mark it as spam

To take you to the Email Sender Settings page, please follow the steps below:

  1. Hover over Account on the top black menu bar, then click on My Account from the drop-down menu
  2. Click on Email Sender Settings in the menu on the left
  3. Two main boxes will appear on the Email Sender Settings page:

​​​Email Sender Settings​​

  • If you're the master account holder for an account with multiple users, there is a checkbox that reads Verify this email for all sub-accounts. When this is checked, the entered email address will be available for use as an email sender by any user on your SmartSurvey account. When left unchecked, only you will be able to use the email sender 
  • Enter email address in the box under Add Email and click Add Email - this will send an automated email to the entered address containing a verification link
  • Once you have clicked on Add Email the email address will go into the list of usable email addresses just under the Add Email box, and be marked as pending
  • Click the link in the email that was sent to the email address to be verified. If the receiving computer is not logged in to SmartSurvey, a login prompt will appear
  • Once clicked, the email address will show verified in your account and be available for use as an email sender

Domain Sender Settings

  • Under Add Domain, enter your domain name and click Add Domain - the domain will be added to the box below (tick Verify this domain for all sub-accounts if you have sub users who you want sending from this domain)
  • The domain name will show in the box below
  • ​Next to the domain name, click on the blue Email Verification Required
  • In the pop-up window, enter an email address that exists on the domain you're trying to verify - this can be any address you have access to and that can receive email
  • Click on Send Verification Request
  • As with verifying an email address, an email will be sent to the address entered
  • Clicking the link in the email while logged in to SmartSurvey will complete this step
  • The status of the domain name will change to a green tick and black font

SPF Settings

SPF (Sender Policy Framework) is a simple system to communicate to email servers that a server has permission to send email on behalf of a specified domain.

  1. Click SPF Settings Required in Status under Email Verification Required
  2. The pop-up box that appears will show you the current state of the appropriate TXT record, along with what to change it to. If you are familiar with SPF you can make the changes shown yourself or, if not, pass the instructions to your IT department
  3. When the record has been added, click the green Verify SPF. This will look at your domain records to see if the new value has been added, and if it has been, should come back as verified

You must add the entire spf record and not the individual IP addresses and currently, this must be added to the root SPF record, not a sub-record

DKIM Settings.

DKIM (DomainKeys Identified Mail) serves a similar function to SPF, but is a bit more complex, using an encrypted key. It is activated in the same way, by adding a TXT record to the domain.

  1. Under SPF Settings Required, click DKIM Settings Required
  2. You will be shown the instructions on what needs to be added to your domain as a TXT record. Carry out the instructions yourself or pass them to your IT department
  3. Once the changes have been made, clicking the green Verify DKIM will again check your domain records, and if it finds the correct value, this will complete the step

Important: Because changes to domain records need to propagate across the internet, it may take up to 24 hours after making the TXT record changes for Verify SPF and Verify DKIM steps to come back with a positive result, even if everything’s been set up correctly. In the event of a failed attempt, get the values checked, and if they’re correct, try again in a few hours

Once the domain is verified, all email addresses for that domain will be verified as well and you won’t need to enter individual addresses for verification. Now you’re set up, why not check out our guides to using the email tool?

If you’re not sure about any of the following steps, please talk to your IT team or whoever looks after your website or domain – they will be able to do what’s necessary

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