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How to Diagnose and Resolve Email Rejection with Mandrill (Deny list Issue) (CRM)

This guide explains how to use the Mandrill platform to diagnose why a workflow email is not being received and how to identify and remove emails from the Denylist.

Updated over 3 weeks ago

Before You Begin

  • You must have Mandrill login credentials (Integrations credentials).

  • CRITICAL WARNING: DO NOT test live workflows on production instances, especially if a large number of users meet the requirements. This can cause the system to send hundreds of unintended emails and severely disrupt the client's operations.

Steps

1. Accessing Mandrill Activity

  1. Navigate to the Mandrill platform at https://mandrillapp.com/ and log in using the integrations credentials.

  2. On the left side of the page, click on the Outbound module.

  3. Click on Activity to view the email delivery logs.

2. Searching for the Failed Email

  1. Use the search bar located on the top left side of the page.

  2. Enter the specific email address that is not receiving the workflow emails (e.g., [email protected]).

  3. Observe the results to find the status of the sent emails. Look specifically for emails marked in red with a status of "Rejected" or "Bounced."

3. Identifying and Resolving the Denylist Reason

  1. Hover your mouse over the rejected email and click the blue link that appears. This link outlines the Rejection Reason.

  2. If the reason indicates the email is on a Denylist (one of the most common causes), proceed to remove it.

  3. On the right side of the details page, click the option to Remove from Denylist.

  4. The page will refresh, and a green message will confirm that the email address has been removed from the Denylist.
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4. Final Verification

  1. Go back to your testing environment (the Training Dazos instance is recommended).

  2. Run the test workflow again for the affected email address.

  3. Confirm with the recipient that the email has been received in their inbox.

Verification / Expected Result

The email address that was previously rejected will now successfully receive the workflow email in their inbox, and the status in Mandrill will change to "Sent" or "Delivered."

Troubleshooting / Common Errors

  • Issue Persists After Removal? Check the rejection reason again. If the status is "Bounced," the problem may be an invalid or non-existent email address, which IT will need to resolve.

  • Email Received, But In Junk? Ask the customer to add [email protected] as a safe sender.

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How to Diagnose and Resolve Email Rejection with Mandrill (Denylist Issue)
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