Emails are marked as spam or aren’t delivered in Adobe Commerce Cloud
If your welcome or order confirmation emails are landing in spam or aren’t being delivered, update the sending email address in Commerce Admin. Then, raise a support ticket to request DNS records and have your domain validated in SendGrid.
Description description
Environment
Adobe Commerce (all versions)
Issue/Symptoms
In Adobe Commerce Cloud, three services are involved when your store sends an email.
- Adobe Commerce – Creates the email (e.g., for sign-ups or orders)
- Postfix – A background mail service that passes the email along
- SendGrid – Delivers the email to your customer’s inbox
Updating the sending email address in Commerce Admin is only part of the setup. To ensure successful delivery, the same domain must also be verified in SendGrid.
If the domain isn’t verified, recipient mail servers can’t confirm that your store is authorized to send emails on behalf of that domain. This results in emails being:
- Sent to spam, or
- Rejected completely.
Resolution resolution
To resolve this issue, try the following steps.
-
Update the sending email address in Commerce Admin. Follow this guide for steps on how to achieve this.
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Raise a support ticket and provide the new sending domain(s) you want to add in SendGrid.
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Support will share the required DNS records for domain authentication:
- 3 × CNAME records for DKIM (DomainKeys Identified Mail) authentication
- 1 × SPF record for authorization
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Add the DNS records with your domain provider. Work with your DNS host or IT team to publish these records.
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Once the records are detected, SendGrid will automatically validate your domain.
Why This Matters
Recipient mail servers always check for DKIM and SPF authentication. Without these records, your emails appear suspicious (even if they’re genuine) and are marked as spam or blocked. Adding these records proves your store is a trusted sender.
Summary
If your emails aren’t reaching customers after updating the sender address in Adobe Commerce:
- The domain likely isn’t verified in SendGrid.
- Raise a support ticket to request the required DNS records.