Vincere email deliverability: start with the connected mailbox

Identify the feature, not just the platform

Record whether the problem concerns a message sent through Vincere Email, a candidate/contact communication, a portal notification or another integrated service. Then record the sender, approximate time and confirmed outcome.

Vincere’s email-feature documentation describes working with a connected email account. Its portal documentation separately discusses site email. Those are reasons to investigate the actual route rather than prescribe one domain change for all Vincere messages.

For connected email, involve the mailbox administrator

Ask whether the affected account is connected correctly and whether the mailbox provider has a restriction, connection issue or delivery event for the message. If the message was sent, obtain the original received header from an authorised recipient where possible.

Vincere’s own guidance directs spam-folder reports to the IT team for mailbox investigation, with platform support involved if the issue is identified as Vincere-related.

If the mailbox is Microsoft 365, the Microsoft 365 guide explains what to collect for the mail administrator. Avoid assuming an Outlook screenshot is the complete sending record.

Check permissions separately from filtering

A contact not receiving a message is not automatically a spam-folder event. Vincere’s documentation also points to candidate/contact subscription status as a check when people are not receiving email.

Confirm whether the message was eligible to be sent, whether it actually left the system, and whether the recipient found it in spam. Keep recipient preferences intact. Changing subscription settings to force delivery is not a troubleshooting substitute for understanding them.

Treat portal sender changes as a separate task

The portal settings guidance says to contact support before changing the site email to your own domain so that the domain can be registered. Do not assume the connected recruiter mailbox covers those notifications too.

Ask support which service sends the portal message, what domain is authenticated and what account-specific verification is needed. Use the values they issue, with your DNS administrator.

Keep changes to the portal sender separate from any mailbox investigation so the effect of each action remains understandable.

Compare evidence from the same route

Use a safe controlled message and an authorised recipient. Record the workflow, connection, sender identity, message time and recipient provider. If comparing with direct mailbox mail, label the two routes clearly.

A header explanation can help you read recorded results, but the receiving system’s trusted context still matters. For a reported bounce, keep the full error. For a reported spam placement, get the original message rather than only a screenshot.

Avoid diagnosing from reply rates alone

A candidate may not reply for reasons unrelated to delivery. A tracking event may not represent a human read. Look for actual rejected messages or recipient-confirmed folder outcomes before calling it a technical failure.

The delivery-metrics guide provides a useful framework for keeping those signals separate.

Make the support request specific

State the affected feature, mailbox provider, scope, first observed time and evidence. Ask IT or Vincere support to confirm the route and the next justified check. The handoff builder can organise that brief privately.