Troubleshooting SMTP Email Delivery Issues

If you've connected your own email provider using SMTP and your emails aren't reaching parents, the most common culprit is a mismatch between your sender email and your SMTP configuration.

The Email Mismatch Problem

When you send emails from Enrollio, the "From" address must match the email you configured in your SMTP settings. Here's what to check:

[SCREENSHOT: Settings > Email > SMTP Configuration screen showing the configured email address field]

  1. Go to Settings and click Email
  2. Under SMTP Configuration, note the email address you've set up
  3. Make sure you're sending from this exact address when composing emails to families
Pro Tip: If you want to send from multiple email addresses (like admissions@yourschool.com and tours@yourschool.com), you'll need to set up email aliases with your provider first.

Checking Delivery Errors

When an email fails to send, Enrollio shows you exactly what went wrong:

[SCREENSHOT: Conversation view showing a failed email with the red warning triangle icon]

  1. Open the Conversations tab
  2. Find the failed message
  3. Click the ⚠️ red triangle icon to see the error details

The error message comes directly from your email provider (like Google Workspace, SendGrid, or Zoho) and will tell you exactly why delivery failed.

When the Sender Email Is Correct

If you're already sending from the right email address and still having issues, reach out to your email provider's support team. They can check delivery logs and tell you if:

  • The email was blocked by spam filters
  • The recipient's inbox is full
  • There's an authentication problem with your domain
  • Your sending limits have been reached

Setting Up Email Aliases

Want to send from multiple addresses? You'll need to configure aliases with your email provider first:

Google Workspace

Set up email aliases in your Google Workspace admin console, then configure them in Enrollio's SMTP settings.

SendGrid

Create verified sender identities in your SendGrid account before using them in Enrollio. Visit SendGrid's documentation on sender authentication for step-by-step instructions.

Zoho

Add email aliases in your Zoho Mail settings, then update your SMTP configuration in Enrollio to use the new address.

Why You Can't Use Free Email Addresses

Free email providers like @gmail.com, @yahoo.com, and @outlook.com have strict sending policies that block SMTP access for bulk sending. For reliable delivery to parents:

  • Use your school's custom domain (like contact@happykidsacademy.com)
  • Set up a professional email provider like Google Workspace, SendGrid, or Zoho
  • Configure proper authentication (SPF, DKIM, and DMARC records)

This ensures your enrollment reminders, tour confirmations, and parent updates actually reach their inboxes instead of spam folders.

Related Articles

  • Setting Up SMTP Email Providers
  • Using Google Workspace as Your Email Provider
  • Troubleshooting Email Statistics
  • How to Send a Test Email