Using Your Own Email Relay Servers

SmartSurvey no longer supports using your own email relay servers. Although historically, people were able to get better deliverability this way, due to the improvements we have made recently, this is unlikely to still be true and there is a significant risk that any changes you make on that server will immediately break all email sending from your account where we will not be able to resolve it directly.

If you use a custom server and it becomes unavailable, emails will fail to send since there will be no retry functionality to use alternate servers. SmartSurvey's system, on the other hand, uses a combination of 6 mail servers to avoid relying on a single server always being available/reachable.

If you decide to proceed, you'll need to provide us with the following information to get this configured. Note that your server must use smtps or starttls.

                Hostname/IP: /

                Port: 465/587

                Username: as applicable

                Password: as applicable

                SSL: Smtps/START TLS

                Member ID: We will need the account number to apply this to, in most cases it is the master account.

Also, you should tell us if you want to allow all sub-users to use this configuration.

We relay email via a number of services so we recommend that you do not block any IP address (and we do not guarantee these won't change at short-notice potentially causing your emails to not be sent) but instead use authentication with a strong password to connect to your email server. 

​You will need to add the sending domain to the account, but will not need to configure our SPF/DKIM since you'll be using your own servers, which means our system will NOT DKIM sign the emails but will assume your server will do that, so our support team can verify your domain manually without this step.

Fault-finding: Any reason that causes your server to reject the message sending will register as a simple failure in the invitation with the message "Email invalid", which is the default for a rejected message. You should ensure that there is no rate limiting, otherwise you might see large batches of failed sends.

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