Troubleshooting Email Authentication | Zoho CRM - Help

Troubleshooting Email Authentication

1. I am getting an error which says "DKIM record missing".

After entering the public key value in you domain settings page, go to and select TXT. Enter the public key value you generated in CRM and select Lookup.

  1. If the DKIM key is not populated, then the key has not been updated properly. Enter the public key in the Host/domain name column without your domain name. For example, enter the host name as: 1522905413783._domainkey instead of If the issue persists, contact our support team (
  2. If the DKIM is populated but you are still getting the "DKIM record missing" error, wait for 24 hours and then select Validate record in the CRM. If the issue persists even after 24 hours, contact support (
2. I am getting a "SPF record missing" message.

Make sure that there is only one SPF entry in the Domain Settings page. If you have already added SPF for another application, make sure that CRM SPF is also added in the same record. 

Adding two separate SPF records is not valid. If there are two or more SPF records, merge the values into a single record and verify it.

Go to, select TXT, enter the public key value you generated in CRM and select Lookup. 
For example: 
1. If two SPF records are added like this:
"v=spf1 ~all"
"v=spf1 ~all"
Then add them as:
v=spf1 ~all

2. If two SPF records are added like this
"v=spf1 ~all"
"v=spf1 ~all"
Then add them as:
v=spf1 ~all

3. If two SPF records are added like this
"v=spf1 mx ~all"
"v=spf1 ~all"
Then add it as:
v=spf1 mx ~all
If the SPF is populated but you still get the "SPF record missing" error, wait for 24 hours and then select Validate record in the CRM. If the issue persists after 24 hours, please contact our support team  (

3. What is SPF alignment and why might it fail?
When an email is sent, its sender ID is validated and then its SPF and DKIM records are aligned. Complying with DMARC policy tells the recipient systems that the email sender has done something that only an authentic sender can do: align the DKIM and/or SPF domain with the “From” domain that the recipient sees.
If you're sending emails through your business domain as the "From" domain, DMARC will compare it with the "Envelope From" (also known as "Return-Path") domain. If both the domains or their subdomains match, SPF is aligned.

4. Does SPF alignment failure impact email deliverability?
If the domain in the Return-Path header is the same as the domain in the "From" address, then the SPF alignment will pass. If they are different, the SPF alignment will fail.
For example:
If the user sends emails from Zoho CRM, the email is sent from Zoho CRM's email server on behalf of For bounce tracking purposes, CRM will set a email address as the Return-Path header. As the domain in the Return-Path header is "", which does not match the domain in the From address ("") the SPF alignment will fail.

This means you will see the following message:

" is authorized to send on behalf of, however it looks like SPF is still failing DMARC’s alignment test. DMARC looks at the Return-Path of a message to make sure the domain there matches the domain in your From address. Since the Return-Path path doesn’t match your From address, those messages will fail DMARC’s SPF alignment test."

As DMARC requires either SPF or DKIM alignment, the solution would be to either change the Return-Path header in Zoho CRM or add an aligned DKIM signature. Changing the Return-Path header in Zoho CRM is not possible as we need to track the bounced emails, so the only option is to configure email authentication. If DKIM authentication is complete, you will pass the DMARC check even without SPF alignment.

5. If SPF alignment fails, will it impact the email deliverability?
No, SPF alignment failure won't affect your email deliverability.

    Zoho CRM Training Programs

    Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

    Zoho CRM Training
      Redefine the way you work
      with Zoho Workplace

        Zoho DataPrep Personalized Demo

        If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

        Zoho CRM Training

          Create, share, and deliver

          beautiful slides from anywhere.

          Get Started Now

            Get started with Zoho Sign

            in a few quick steps!

            Download Help Guide

                      Still can't find what you're looking for?

                      Write to us:



                          Zoho Marketing Automation

                            Zoho Sheet Resources


                                Zoho Forms Resources

                                  Secure your business
                                  communication with Zoho Mail

                                  Mail on the move with
                                  Zoho Mail mobile application

                                    Stay on top of your schedule
                                    at all times

                                    Carry your calendar with you
                                    Anytime, anywhere

                                          Zoho Sign Resources

                                            Sign, Paperless!

                                            Sign and send business documents on the go!

                                            Get Started Now

                                                Zoho SalesIQ Resources

                                                    Zoho TeamInbox Resources

                                                            Zoho DataPrep Resources

                                                              Zoho DataPrep Demo

                                                              Get a personalized demo or POC

                                                              REGISTER NOW

                                                                Design. Discuss. Deliver.

                                                                Create visually engaging stories with Zoho Show.

                                                                Get Started Now

                                                                                      • Related Articles

                                                                                      • Troubleshooting Mass Emails

                                                                                        1. How can I see how many records are eligible to be sent mass emails? Open the List View, filter the records using the smart filter for "email is not empty", "email is not blocked", "email opt out is not selected". This will give the exact number of ...
                                                                                      • Troubleshooting Email Relay

                                                                                        1. Why am I getting an authentication failure error? Make sure that the password you entered is correct. To verify the password, log in to your webmail with the same password by typing in the password instead of using auto-fill. Check whether TFA is ...
                                                                                      • Email Authentication

                                                                                        In this digital era email forms a major part of communication in every business or organization. Companies often use different domains to deliver the message to its recipients. In such cases, it's crucial to establish an email policy that can define ...
                                                                                      • Troubleshooting Email Templates

                                                                                        1. Product details are not populated in the table created in a template. Product details will only be available if the default product table in the template has been added. If the fields in the Product Details section are added separately, the values ...
                                                                                      • Troubleshooting Email Parser

                                                                                        1. The parser email is in the invalid email section. Reason The content in the email doesn't match the content of the parser The content in the email has different spacing or merges the characters in the same line This is the valid format for parser ...
                                                                                      Wherever you are is as good as
                                                                                      your workplace



                                                                                        Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.


                                                                                        Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.


                                                                                        Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.

                                                                                        CRM Tips

                                                                                        Make the most of Zoho CRM with these useful tips.

                                                                                          Zoho Show Resources