Troubleshooting Email Relay | Zoho CRM - Help

Troubleshooting Email Relay

1. Why am I getting an authentication failure error?

  1. 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.
  2. Check whether TFA is enabled in webmail. If it is enabled, generate an app-specific password in webmail and use the app-specific password in CRM's IMAP settings.
  3. Whitelist our IP's listed in this help document.
If the issue persists, please contact our support team (support@zohocrm.com).

2. Why did email relay fail?
After three repeated failures a day, the user will be sent a warning email notifying them of the authentication failure, containing the reason for the failure. The relay server will not be used to send emails until the next day.
Note: If the outbound emails fail to deliver from the relay server for any reason, they will be sent via Zoho CRM's server.

3. Should I configure email relay and email authentication for every user?
No, email relay and email authentication work based on the domain, not based on the user email addressed, so there is no need to verify each email address individually. If you have users with different domains, you will need to verify each domain in email authentication and in email relay.

4. Why is bounce processing happening for the emails sent via relay?
When configuring email relay, ensure that the Bounce Management with Zoho CRM checkbox is enabled. If it is not enabled, ensure that there is a proper email address in the return path. If you have checked both of these and the issue persists, contact support (support@zohocrm.com).


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