Sitejet Outbound Email Issue, IP Concerns

Helpdesk Domains and Emails
1

I’ve had two separate issues with sending outbound emails via Sitejet webmail (Roundcube) that have bounced back.

I emailed support about this issue, but they responded with something unrelated (CMS issue).

My colleague also emailed the previous week, but didn’t receive a response.

Hence, I’m raising this here to hopefully receive a more focused response and to raise awareness if other community members are having issues.

At its core, we suspect your IP has been abused and is being rejected.

In one instance, the recipient server rejected the message with:

“550 Unauthenticated mail not allowed from this range to protected domain”

However, I’ve verified the sending setup using Port25 (check-auth@verifier.port25.com) and the results show:

  • SPF: pass

  • DKIM: pass

  • rDNS/iprev: pass

  • Sending host: mx1.sitehub.io

  • Sending IP: 138.201.56.180

This suggests the issue may not be due to basic authentication, but rather to reputation or recipient-side policy affecting the outbound mail server/range.

Could you please confirm:

  1. Whether 138.201.56.180 is currently listed on any significant mail blocklists

  2. Whether there are any known deliverability issues with mx1.sitehub.io , mx2.sitehub.ioor the wider outbound range

  3. Whether there is anything in your outbound configuration that could cause specific servers, such as fusion.mxrouting.net, to reject authenticated mail

FYI, My colleague’s email was about a failure message when sending to a Hotmail email account.

Action: failed
Status: 4.7.650
Remote-MTA: dns; eur.olc.protection.outlook.com
Diagnostic-Code: smtp; 451 4.7.650 The mail server [138.201.56.180] has been
temporarily rate limited due to IP reputation. For e-mail delivery
information, see https://aka.ms/postmaster (S775) [Name=Protocol Filter
Agent][AGT=PFA][MxId=11BCD8A7E8D70154]

2

Yes, because that was the main issue at the moment. If you still have an issue it usually helps to respond to the ticket again so it gets updated and back into our ticket system. We will then be able to pick it up again. :slight_smile:

Do you have a ticket number and email address? Please ask your colleague to answer again to the mail. It should put the ticket back into our system and show it in our list.

Very thoughtful.

Do you like us to work on this matter here or via tickets? :slight_smile:

3

Hey @Andre,

As always, thanks for your steady support. I hope you’ve been keeping well.

I don’t understand how being unable to edit a website is related to my query. There was no explanation or context to connect that response to my issue questions.

I also didn’t understand how the link they provided was related to my issue: [Fixed] Unable to Create or Modify Website Content See screenshot below.

image
image519×273 5.56 KB

Re:

No ticket number was received, so there’s nothing to respond to. I’ve provided the email below (hidden from public view)

Summary

The email was sent from csteam@congruentmarketing.co.uk

image
image696×361 17.7 KB

Let’s work on this here in case there is a wider issue with your email delivery - in case support responded to my colleague via email, but we’re not receiving the reply?

Thanks in advance Andre :raising_hands:

Not receiving emails from GoCardless
4

Hi Andre,

To update, I’m still getting the same error emailing the contact who is on MXroute.

5

If it helps, the error message is provided.

Summary

lux@healthcopy.co.uk: host fusion.mxrouting.net[45.43.208.37] said: 550
Unauthenticated mail not allowed from this range to protected domain (in
reply to RCPT TO command)

6

Hey Naz, I am doing well, thank you!

Well, I guess my colleague either misread the mail or actually meant that because of this, we can not assist at the moment.

If you like, ask your colleague to resend a mail via the contact form and I will look for the old ticket, if there is one. So I checked the email address and there was no mail from that mailbox in our ticket system at all. Please ask your colleague to send it again via the contact form. In the subject, please add my name and copy this post link into the mail as well.

7

So healthcopy.co.uk is with us, right? Please provide me with a full screenshot of the DNS. Did you also activate DKIM? Do you have this issue only with one mail adress or with many others?

Any other error messages?

8

No Healthcopy is who I emailed; they’re using https://mxroute.com.

They rejected the email from

Summary

coach@nazhaque.com

DKIM, DMARC & SPF are all working and active.

I’ve checked these records externally using MXroute and by emailing the above,

My colleague’s emails were rejected when they were sent from the address below to a Hotmail account. The previous

Summary

csteam@congruentmarketing.co.uk

So in summary, we are successfully sending emails out.
But two unique companies (MXroute & Hotmail) are rejecting emails from Sitejet and flagging the Sitejet IP.

You can verify this by sending an email to healthcopy and copying me in, or to a random Hotmail account of your choice.

9

My colleague has now resent their email and copied me in too.
I have received that email.

If we don’t see a auto-response ticket in 15-20 minutes, I’ll forward my colleagues email from my email account to help you troubleshoot the issue,

Is there a requirement that anyone who emails help@sitejet.io must be on an approved list perhaps?

10

No but we switched to a contact form about a year ago. :slight_smile: I got two tickets now from you :pray:

11

@Andre
My colleague didn’t receive a ticket or an auto response.
But I did when I forwarded the email; the ticket ID is 95959123.

Sitejet isn’t autoresponding to my colleague, but is to me.
Again, DKIM, SPF, and DMARC are all in place.

12

Hey Naz, we are checking the case with cardless and your colleague’s mail address. :pray: