Why are my clients not receiving my eWay emails

As companies continue to increase their email security to prevent fraudulent emails from entering their networks it is possible that legitimate emails sent from eWay are inadvertently being blocked by the recipient companies’ email servers.

FrontStream recommends that you test email functionality directly with your clients well in advance of your campaign launch to prevent delays in your communications being received.  

Please have your client companies white-list the following domain name and IP address to ensure emails from FrontStream via SendGrid are not blocked. This typically resolves the issue for most clients.

IPs to whitelist:

• 167.89.21.58 [frontstream.com email via SendGrid]

Domains to whitelist:

• @frontstream.com

Once you have confirmed your client has white-listed the IP and Domain Name please test the email functionality with your client.

If emails are still not being received by your client companies, please reach out to adminsupport@frontstream.com with the following information:

• “From” Email Address used in eWay communications
• “Reply to” Email Address used in eWay communications

Please note that the domain name associated with the email address must be a valid domain.

FrontStream will add this information to SendGrid and will provide you with CNAME entries.  The IT department of the domain owner will need to add the CNAME entries to their DNS   Please note that once this is all updated it can take 24 – 72 hours to replicate across the Internet. 

After 72 hours if your clients are still not receiving subsequent test emails, please have your client company provide a report from their IT team showing the failure reason.