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## Resource: Troubleshooting

## Article: Troubleshooting

## Article Link: https://dev.wix.com/docs/api-reference/business-management/marketing/emails/sending-domains/troubleshooting.md

## Article Content:

# Sending Domains: Troubleshooting

This article provides solutions to common issues you may encounter when working with the Sending Domains API.

## Why does authentication fail even though the DNS records are added correctly?

DNS records haven't propagated globally yet. Propagation can take up to 48 hours, though most changes propagate within 1-24 hours.

**Solution:**
1. Use DNS lookup tools such as `dig` command or <a href="fallback::https://dnschecker.org" target="_blank" rel="noopener noreferrer">DNS Checker</a> to verify the CNAME records are visible globally.
2. Wait for propagation before retrying authentication.
3. If authentication still fails after 48 hours, verify the records are added correctly at the DNS provider.

**Retry strategy:**
- Wait at least 1 hour after adding DNS records before the first authentication attempt.
- If authentication fails, wait 4 hours before retrying.
- Continue checking DNS propagation status between attempts.

## Why do all Sending Domains API calls return a `SENDER_DETAILS_DO_NOT_EXIST` error?

Sender details haven't been configured for the site. This is a required prerequisite for using the Sending Domains API.

**Solution:** Complete the prerequisite setup before using the Sending Domains API. You can verify a sender email in the dashboard or programmatically:

### If you have access to the sender email  
1. Call [Create Sender Email](https://dev.wix.com/docs/api-reference/business-management/marketing/emails/sender-emails/create-sender-email.md) to create the email address.
2. Check the `verified` field in the response:
   - If `verified` is `true`, the email is auto-verified (for example, if it matches the Wix user's verified login email or was purchased from Wix as a business email). Skip to step 5.
   - If `verified` is `false`, continue to step 3.
3. Call [Send Verification Code](https://dev.wix.com/docs/api-reference/business-management/marketing/emails/sender-emails/send-verification-code.md) to begin the verification process.
4. Call [Verify Sender Email](https://dev.wix.com/docs/api-reference/business-management/marketing/emails/sender-emails/verify-sender-email.md) with the verification code to complete the verification.
5. Call [Create Sender Details](https://dev.wix.com/docs/api-reference/business-management/marketing/emails/sender-details/create-sender-details.md) with the verified email to create sender details.
6. Retry the Sending Domains operation.

### If you don't have access to the sender email  
1. Send the Wix user to <a href="fallback::https://support.wix.com/en/article/email-marketing-changing-the-sender-details-of-your-campaigns" target="_blank" rel="noopener noreferrer">verify their email in the dashboard</a>.
2. Once they've confirmed that the email address is verified, call [List Sender Emails](https://dev.wix.com/docs/api-reference/business-management/marketing/emails/sender-emails/list-sender-emails.md) and collect the verified sender email data.
3. Call [Create Sender Details](https://dev.wix.com/docs/api-reference/business-management/marketing/emails/sender-details/create-sender-details.md) with the verified email to create sender details.

## Why does the domain show `INITIALIZING` status and won't authenticate?

DNS records are still being generated by Wix. You can't authenticate the domain until the DNS records are ready.

**Solution:**
1. Wait a few minutes (typically 1-5 minutes).
2. Call [Get Sending Domain](https://dev.wix.com/docs/api-reference/business-management/marketing/emails/sending-domains/get-sending-domain.md) to check if status has changed to `NOT_AUTHENTICATED`.
3. Once status is `NOT_AUTHENTICATED`, you can proceed with adding DNS records and authentication.

## Why are DNS records empty or missing when querying the sending domain?

The domain is still in `INITIALIZING` status. DNS records are generated during initialization and aren't available yet.

**Solution:** Wait for the domain status to change to `NOT_AUTHENTICATED`. DNS records will appear once the status changes.

## Why do emails fail to send even though the domain status is `AUTHENTICATED`?

There are several possible causes:

- **DNS records were removed:** Verify the CNAME records are still present in your DNS configuration. If removed, add them back and wait for propagation.

- **Sender details don't match the domain:** Ensure the sender details have an email address that matches the authenticated domain. For example, if the domain is `example.com`, the sender email should be something like `info@example.com`.

- **Email sending permissions or quota issues:** Verify your site has the necessary permissions and quota to send emails. Check your email marketing account status.