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Fixing email authentication issues

If your emails to Provider Support aren't going through, it's likely because your email domain hasn't passed our authentication check. This is required to keep patient and provider data safe - and it's usually a quick fix!

💡 Need help right now? Log in to the Provider Portal and use the chat. No changes needed on your end!

Figure out what's causing it

Most providers only need one small fix. Find the situation below that matches how your email is currently set up and we'll walk you through it.

1. I just send email normally from my email address

Your email domain probably just needs email verification (called DKIM and SPF) switched on. This is a one-time fix done in your email provider's settings.

Google Workspace

  1. In your Google Admin Console, go to Apps → Google Workspace → Gmail → Authenticate email

  2. Select your domain and click "Generate new record" - Google will create a verification code for you

  3. Add that code as a DNS record with your domain provider (e.g. GoDaddy, Namecheap)

  4. Once the record is saved (can take up to 48 hours), return to the Authenticate email page and click "Start authentication"

Microsoft 365

  1. Go to security.microsoft.com, then navigate to Email & Collaboration → Policies & Rules → Threat Policies → DKIM

  2. Select your domain and click "Create DKIM keys" - Microsoft will generate two records for you

  3. Add both records to your domain provider

  4. Return to the DKIM page and toggle on "Sign messages for this domain"

Other email providers

The process is similar across all email providers. Look for a section called Email authentication or DKIM in your provider's settings. Here are setup guides for a few common ones:

Don't see yours? Search "set up DKIM [your email provider name]" - most email providers have a step-by-step guide.

2. I use a tool like Mailchimp, HubSpot, or a CRM to send emails

If you use a platform like Mailchimp, HubSpot, or another CRM to send emails, it may be sending messages without being fully authenticated with your domain.

To resolve this, you’ll need to connect the tool to your domain so it’s recognized as an authorized sender. In your platform’s settings, look for Domain authentication, Email sending domain, or Custom domain - it will walk you through adding a few records to your DNS.

3. My emails are forwarded from another address

If your email is set up to forward from one address to another (for example, from a business inbox to your personal email), emails sent from that forwarded address can fail authentication.

When a message is forwarded, the server doing the forwarding isn't on your domain's approved list so the security check fails. The good news is that enabling DKIM (steps above) is usually enough to fix this.

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