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Ask HN: Has Google flagged you incorrectly as a spammer?

6 points by oscgam1 ↗ HN
Recently, all of our company emails are ending in spam. We are following all of Google's good practices SPF set correctly, DKIM, DMARC. We only send transactional email to engaged users and with a visible unsubscribe link. We serve millions of customers and one week the amount of customer support tickets increased significantly because they aren't receiving emails such as forgot password, payment receipts, etc.

Google is flagging all of our email as spam, including when we answer support requests and send email directly from gmail's interface.

Please YC, any recommendations on what to do? I'll probably spend nye working.

Thank you :)

6 comments

[ 5.2 ms ] story [ 32.3 ms ] thread
KomoD
Ask your users to mark it as not spam, also consider checking if your mail server ip is the issue.
oscgam1
Yeah, checked mail server IP and it isn't the issue. Our users are marking the email as not spam, but they have to do it for every single email.

10 days after our mail started ending in Spam, our domain Authority decreased. It should have been the other way around (First Domain Authority should decrease and then mails should go to spam).

boxrdhn
It might aound silly, but have you looked into a full header of an email which ended up in spam folder? Normally google provided some info about why and email eded up in soam folder.
oscgam1
We have been trying to solve this with Google's customer support team. Every time they give a different answer. It almost feels as if they are taking a guess. They mentioned it was Sendgrid's fault and we should remove the service from the SPF. Then they mentioned it was because of TXT records, Low IP rating, etc.

How can we receive good customer support from Google?