Troubleshooting - Issues with the SMTP

Troubleshooting SMTP issues is essential for maintaining efficient and reliable communication. In this article, we will address common issues that can arise with SMTP and provide practical solutions to help you diagnose and resolve them effectively. 

Your emails are not being sent

All your credits have been used

If you run out of credits for your transactional emails, they will not be sent immediately. Instead, they will be queued for up to 48 hours until additional credits are added to your account.

To view how many credits are left on your account, click Usage & Plan at the top of the Transactional page. 

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The selected sender for your template is not valid

If you have recently purchased or configured a dedicated IP, the templates used for your transactional emails may not have been updated correctly and could still be configured for your previous senders.

To check if your templates are configured with the correct sender:

  1. Go to Transactional > Templates.
  2. Open one of your transactional email templates.
  3. In the From section of the template setup, check the Email address field and update the selected sender if necessary.
  4. Repeat steps 2 and 3 for all the relevant templates.

Your SMTP settings are incorrect

Some of your SMTP settings might not have been correctly configured:

  • The port you use will depend on the encryption method. For non-encrypted connections, you can use either port 587 or 2525. For encrypted connections, use port 465 with either SSL or TLS encryption.
  • Make sure you are using an SMTP key and not an API key.
  • If you are not able to authorize the domains, the following Brevo IP range needs to be added to your whitelist: Brevo IP ranges: improve the deliverability of B2B emails
💡 Good to know
You can check your SMTP settings on the SMTP page.

The Brevo platform is temporarily unavailable

The Brevo platform may be temporarily unavailable. You can check the status of the platform on our Status page.

You are unable to log into the Brevo SMTP relay

Relay access has been refused

If access to the SMTP relay has been refused, it may mean that authentication has failed. We recommend you check your SMTP key.

Login is not possible

The Brevo platform may be temporarily unavailable. You can check the status of the platform on our Status page.

The SMTP port is not open

If you are trying to configure SMTP on your website or app and get an error message stating that the connection was refused, it might mean that the port you are trying to connect to is not open on the server. To check if a specific port is open on a server, you need to run a telnet command in your system console. To learn more, check our dedicated article Check if an SMTP port is open on a server.

Your emails are not being sent by the correct IP

Your dedicated IP is not configured for sending transactional emails

To check that your dedicated IP has been correctly configured for sending transactional emails:

  1. Go to your profile and select Senders & IP.
  2. Click Dedicated IPs.
  3. Check if your dedicated IP has been configured for sending transactional emails.
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  4. If it has not been associated, click More > Use this IP for transactional emails to associate it.

🤔 Have a question?

If you have a question, feel free to contact our support team by creating a ticket from your account. If you don't have an account yet, you can contact us here.

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