An email integration is a connection between Double and an email address used to send emails to contacts.
This guide covers how to troubleshoot common issues with connecting, reconnecting, and sending emails from Double.
Account connectivity issues
If connectivity issues arise when connecting an account, the following common causes are a good starting point for troubleshooting.
Choosing the incorrect email provider
Make sure you’re selecting the correct email provider to match the account you’re trying to connect.
For example, if you have a Microsoft account (like Outlook or Office 365) but mistakenly selected Google as your provider—or the other way around—the system may fail to authenticate your login.
Connecting an email alias (instead of a primary email address)
Using an email alias rather than your main email address can cause issues when connecting your account.
An alias is simply a secondary address linked to your primary account and often lacks full functionality. Always use your primary email address to ensure proper connection.
Connecting a service account (instead of a primary email address)
Service accounts are designed for automated tasks and do not have an inbox to send or receive emails.
If you’re using a service account to connect, it won’t work for general email connectivity, as these accounts are not intended for regular email interactions.
Always use your primary email address to ensure proper connection.
Clients not receiving emails / emails landing in spam
If you're noticing that some clients are not receiving some emails you send from Double, this may be because you have not set up SPF, DKIM, and DMARC sender authentication protocols.
This is an essential step for ensuring all business emails get delivered to your recipients (whether or not they are sent from Double). If these protocols are not set up, emails sent from outside of Double could fail too.
❗ Here is a link that explains more about how to set up SPF, DKIM, and DMARC (as well as how to test if you've set it up in the first place) ❗
Emails quarantined by Proofpoint / GoDaddy
Outlook emails purchased through GoDaddy may come with Proofpoint installed — an email scanning tool designed to prevent spam.
In some cases, Proofpoint can falsely flag emails sent from integrated apps like Double.
Potential fixes for the GoDaddy Delivery Alert
Whitelist all of Nylas' IPs
Nylas is the third party platform that Double uses to connect the practice email
Per Proofpoint's help center, it may be possible to whitelist all future emails. Read more in Proofpoint's docs
If the above 2 steps do not work, open a support ticket with Proofpoint support (see "Support's Assistance With Connection Level Rejection" in this article).
If neither of these solutions work, or you get stuck and need some help, pop into our Support chat in the bottom right corner of the app and we'll help you through it.
1) Whitelisting in ProofPoint to prevent GoDaddy quarantining all emails
When you're ready to whitelist in Proofpoint, follow the below instructions:
Navigate to Security Settings > Email > Sender Lists
Under the "Safe Sender list" enter the IP addresses listed here: https://developer.nylas.com/docs/dev-guide/platform/static-ips/
Click Save
2) Open a support ticket with ProofPoint
Use the script below when opening a ticket with ProofPoint:
Script
Could you please advise why an email sent via the Microsoft Bulk Sending Server [insert sending IP address] is being blocked for delivery, this email is being sent via an external app which has authenticated with my account details.
Sender: [your connected email address]
Recipient: [the recipient you attempted to send an email to]
client IP address: [insert sending IP address] - Which is Microsoft bulk sending
Time: [the date and time you sent the email]
Locating information for the ProofPoint support ticket
You should be able to find your connected email address, recipient, and date/time of sending from the email you received alerting you that your message was quarantined:
If you click "View Message" in that email, you should be able to find the sending IP address in the "Other information" section.
