Checking the delivery log
The first step when dealing with delivery issues is to check the log:
- Open the event and go to the Notifications tab.
- Select the Delivery log section.
- Find the notification by recipient email, date, or type.
- Check the delivery status.
Status descriptions
| Status | What it means | What to do |
|---|---|---|
| Sent | The email was passed to the mail provider | Wait a few minutes -- the email is in transit |
| Delivered | The recipient's mail server accepted the email | The email was delivered. If the recipient cannot find it -- check spam |
| Opened | The recipient opened the email | Delivery successful |
| Rejected | The recipient's mail server rejected the email | See the "Email rejected" section below |
| Error | A technical error occurred during sending | A retry will be performed automatically |
Common issues
Email landed in spam
The most common cause. Recommendations for the participant:
- Check the "Spam" or "Junk" folder
- Add the sender address to contacts or the trusted list
- Mark the email as "Not spam" if found in the spam folder
Recommendations for the organizer (to reduce the likelihood of landing in spam):
- Set up DKIM for your domain (Business+)
- Avoid ALL CAPS in the subject line
- Do not use spam-trigger words ("free", "promotion", "discount" in every email)
- Send emails from your organization's domain, not from the shared tikento domain
Email rejected (bounce)
Bounce means the recipient's mail server refused to accept the email. Causes:
Hard bounce (permanent):
- The email address does not exist (typo during entry)
- The domain does not exist
- The mailbox has been deleted
Soft bounce (temporary):
- The mailbox is full
- The recipient's server is temporarily unavailable
- The email is too large
On hard bounce, the address is automatically marked as invalid. Subsequent sends to this address are blocked to protect the sender's reputation.
Invalid email
If a participant entered an incorrect address during registration:
- Open the participant's card in the registration list.
- Check the email for typos.
- If the email is incorrect, contact the participant through another channel (Telegram, phone) for clarification.
Send limit exhausted
If the monthly email notification limit is exhausted:
- Automatic notifications are paused (except transactional ones: payment receipts)
- Manual broadcasts are blocked
- A warning appears on the dashboard
Solution:
- Wait for the next billing period to begin
- Upgrade to a higher plan to increase the limit
Current limit usage is displayed in Settings -> Plan -> Usage.
Delivery delay
Notifications are usually delivered within a few seconds. Delays are possible:
- During mass sends (large broadcast) -- messages are processed sequentially through the BullMQ queue
- During temporary mail provider issues -- automatic retries at 10s, 30s, 90s intervals
- During platform peak loads
If a notification has not been delivered within 15 minutes and the log status is "Sent", contact support.
DKIM configuration
DKIM (DomainKeys Identified Mail) is a digital signature that confirms the sender's authenticity. Setting up DKIM significantly improves email deliverability.
Available on Business and Enterprise plans.
How to set up
- Go to Settings -> Notifications -> Email domain.
- Enter the domain from which emails will be sent (e.g.,
notifications.yourcompany.com). - The system will generate DNS records (CNAME or TXT) that need to be added to your domain settings.
- Add the records with your DNS provider.
- Return to tikento and click Verify DNS.
- After successful verification, emails will be sent from your domain.
DNS verification may take from a few minutes to 48 hours depending on the TTL settings of your provider's records.
When to contact support
Contact support if:
- The log status is "Error" and retries are not helping
- Emails consistently fail to reach recipients on a specific mail service
- You set up DKIM but DNS records have not passed verification for more than 48 hours
- You suspect an issue on the platform side