Emails not sent when SendGrid credits exceeded on Adobe Commerce
When emails aren’t sent when SendGrid credits are exceeded in Adobe Commerce on cloud infrastructure, in the Production environment, submit a support case, provide the error message, and request the credits to be increased, subject to approval conditions listed below. If you don’t see an error message, or you’re on Adobe Commerce on Cloud infrastructure Starter plan architecture, also submit a support case and mention that the mail.log file doesn’t indicate that the credits have been exceeded.
Description description
Environments
Adobe Commerce on Cloud infrastructure versions 2.3.0 - 2.3.7-p1, 2.4.0 - 2.4.3
Issue
SendGrid credits refer to the number of allowed emails that can be sent. Only 12,000 emails can be sent per month from the integration and Staging branches. Credits are renewed at the start of the month, so if you run out of credits, you’ll have to wait for the renewal.
There are no hard limits on the number of emails that can be sent in Production, as long as the Sender Reputation is over 95%.
The reputation is affected by:
- the number of bounced/rejected emails
- whether customers have flagged your emails as spam
- whether DNS-based spam registries have flagged your domain as a potential spam source
In Production, a total of 12,000 emails are allocated per day, but that number can be extended based on the average number of emails that have been sent in the prior five days.
Cause
There are limits on the number of allowed emails that can be sent.
Resolution resolution
How to check if your credits have been exceeded:
Adobe Commerce on Cloud infrastructure Pro plan architecture: Check the /var/log/mail.log - you see a message similar to this:
May 28 21:13:00 <i-node> postfix/error[ 21335] : BC7941A2BBF: to=<to@email.com>, relay=none, delay=4642, delays=4642/0.56/0/0.03, dsn=4.0.0, status=deferred (delivery temporarily suspended: SASL authentication failed; server smtp.sendgrid.net[ ip address] said: 451 Authentication failed: Maximum credits exceeded).
Solution
-
If you see this message in the Production environment, submit a support case, provide the above message, and request the credits to be increased.
-
Approval for increased credits is subject to the following conditions:
- Your Sender Reputation is at 95 or greater.
- Any faults that caused the credits to be exceeded must have been addressed, for example: you might need to enable ReCaptcha for creating accounts or submitting orders, reducing the number of spam reported by customers, etc.
-
If you don’t see this message or you’re on Adobe Commerce on Cloud infrastructure Starter plan architecture, also submit a support case and mention that the
mail.logfile doesn’t indicate that the credits have been exceeded.