This article outlines how to determine possible issues with your SPF record not validating and information on how to resolve it.
Conditions of a valid SPF record
To ensure your record is widely accepted by all mail servers, and to ensure Zendesk is allowed to send on your behalf, the following must be true:
- The Record contains include:mail.zendesk.com explicitly within the TXT record.
- The SPF record is configured as a TXT record.
- The support address is present as an external support address.
- The Record has been published for longer than TTL (time to live) time and successfully propagated.
Examining your record
If the above is true, but errors still persist, the following links below are popular tools to help examine your published SPF record for errors. Any one of these tools will display your presently published record and inform you of issues:
Below are common errors the can prevent your SPF record from validating, with additional information found at the corresponding links:
- Too Many DNS lookups - this errors occurs when your number of "DNS-querying mechanisms" exceeds the SPF's limit of 10 is exceeded. For more information see this article, Dmarcian.com: Too many DNS lookups.
- Multiple SPF Records - to ensure your record is seen with all records, you will want to ensure you only have one record per domain. See Google's Explanation for more info, Support.Google.com: multiple SPF records.
- Type 99 (SPF type record) deprecation - The SPF specific type has been deprecated in favor of using a TXT record for it's type. Ensure that TXT type DNS records are used. More information, Mxtoolbox.com: Type 99 Records
- IP address use - We do not support the use of I.P. records to validate your SPF record as we rotate server's and I.P. addresses often. If using an SPF compression tool, please exclude mail.zendesk.com, as it will not validate within your Support instance.
- Propagation issues - If you are unable to see
include:mail.zendesk.comon your record using the tools above, you will need to reach out to your domain registrar (or DNS server provider) for further assistance, as they will be the only ones able to resolve any propagation issues.
For more information on the SPF record specification in general, here are a few helpful resources,