Email: Troubleshooting

Here, find a guide to troubleshooting issues that might crop up with your email on TaxDome. We give you all the problems you might encounter and the quick fixes you’ll need.

Email sync issues

I can’t sync my Gmail account

If you’re getting errors when trying to connect your Gmail account to TaxDome, this is because you didn’t give all access rights during the initial synchronization. It can be fixed in 4 simple steps:

1. Open your Google account, then go to the Security page :

2. Select the Third-party apps with account access section.

3. Select TaxDome, then click the REMOVE ACCESS button.

5. Sync your mail again and give all necessary permissions .

I can’t sync my Office 365/MS Exchange account

If you’re getting errors when trying to connect your Office 365/MS Exchange account to TaxDome, this is likely because of incorrect email settings. You might need to reach out to your Exchange or IT admin for the correct connection settings. They should be able to provide the proper connection info.

Please see:

• the articles on common authentication issues that you might encounter.

• the article on common Exchange server errors.

This email account doesn’t exist

Sometimes, you may want to sync your email alias or shared mailbox if you use it as a distribution email for your team. However, since it is not your primary email address, sync attempts may result in errors like “Couldn’t find your Google account” or “That Microsoft account doesn’t exist.”

To resolve this, either convert your email alias to a primary email address or set up forwarding from the alias to a primary email address synced with TaxDome.

In case of syncing a shared mailbox, you can also create a new primary email address and share the credentials with your team members —but don’t forget to update them when a team member offboards.

Email sync is stuck

If your email shows a Syncing status, here’s what to do:

• First-time sync: When you connect your mailbox for the first time, syncing usually takes about an hour, but in some cases may take up to 4–8 hours. Just wait for the process to complete—emails won’t be visible in TaxDome until then.

• Repeat sync: If your email starts syncing again after the initial sync, it was likely triggered by a contact update—for example, enabling the Email sync checkbox, merging contacts, or similar actions. During this time, emails for the affected clients may not be visible, but you can still send emails to your clients without any interruptions.

Sending email issues

I see “Via” and a website name next to my name when sending emails

If you see something like “ [email protected] via yourdomain.onmicrosoft.com” when sending emails from TaxDome, it’s because your email provider is adding that information so recipients see where the messages are coming from. Usually, this can be fixed by publishing an SPF record with your DNS provider; you can contact your DNS provider’s IT support for help.

The email account is connected, but I cannot send emails

This usually happens if the IMAP and SMTP settings were not provided during the email sync setup. Try the following:

1. Re-sync your email account.

2. When setting up, select IMAP.

3. Enter the incoming (IMAP) and outgoing (SMTP) host settings manually. These settings depend on your email provider (e.g., Yahoo, IONOS, etc.). Check your provider’s knowledge base to find the correct IMAP and SMTP settings.

Once you add the correct hosts, you should be able to send emails.

I get “Failed to deliver message to this email” error

You may get a “Failed to deliver message to this email” error inside of the client’s account, this is likely because of the misspelling of the email address. Please fix the mistake by editing the contact details.

If the problem persists, the address could be on our suppression list . Please reach out to [email protected] . We will remove the indicated email from this list then.

I get the “SendEmail, The designated sender can’t send emails” error

The “SendEmail, The designated sender can’t send emails” error occurs when you are trying to send an email on someone’s behalf, but you either don’t have the required permissions or the sender’s email address is not synced to TaxDome.

To resolve this issue, the designated sender must ensure that:

1. Their email is synced .

2. They allowed others to send email on their behalf .

Receiving email issues

I get the “…email you sent to [email address] didn’t reach its recipient” message

You may get a “…email you sent to [email address] didn’t reach its recipient” message in case your recipient’s mail server rejects and bounces your email.

The most common reasons for your email being unable to reach the recipient:

• A soft bounce: a temporary bounce, e.g. if the recipient marked your emails as spam
• A hard bounce: a permanent bounce, e.g. if the email address does not exist or the recipient’s inbox is full. In this case you can also receive the “user does not exist” message.

If this happens, check whether the email address is correct. If there are no typos, contact support .

My invoice is marked as dangerous in my client’s Gmail

By default, your clients receive invoice notifications by email. Sometimes, Gmail mistakenly marks these emails as “dangerous,” showing a warning box. Those emails may even be moved to the client’s spam folder. If this happens, ask your client to open the message and click on the Looks Safe button.

Once the client clicks Looks safe, the message and subsequent messages from TaxDome will no longer show the warning, and the client will then be able to view it and pay via the provided link.

My client doesn’t receive emails from TaxDome

Sometimes emails sent from TaxDome may not appear in a client’s inbox. This can happen for several reasons, such as spam filtering, invalid or full mailboxes, or the client previously marking TaxDome emails as spam.

To improve deliverability, advise your clients to add TaxDome email addresses to contacts. This ensures that important notifications are delivered reliably rather than being blocked or routed to spam.

For step-by-step instructions, clients can follow this article: Ensure you receive emails from your accounting firm .