中文

收到邮件异常通知后，请根据其中的“异常说明”查找对应情况，并按处理方法核查。异常通知中列出的收件邮箱、邮件主题、邮件发送时间及异常详情，可帮助 IT 人员定位问题。

如果只是没有收到系统邮件，尚未获得具体异常信息，请先参考 注册或使用过程中无法收到系统邮件 。

谁负责处理

  • 发起人：发起本次业务操作的人，负责与收信人核对邮箱地址和接收需求
  • 收信人：原业务邮件的接收人，负责确认邮箱是否正常使用及个人接收设置
  • 平台 IT 人员：负责在邮件发送服务厂商后台核查记录、处理发送限制，必要时联系厂商
  • 收信人所在单位的 IT 人员：负责核查本单位邮件服务器、网关、反垃圾规则及接收限制

常见异常及处理方法

1．邮箱地址不存在

邮件服务反馈收件邮箱地址不存在，邮件未能送达。请核对邮箱地址，并确认该邮箱仍在正常使用。

处理方法：

  1. 发起人与收信人核对邮箱地址，检查是否填写错误或已更换
  2. 收信人确认该邮箱是否已开通、停用或注销
  3. 地址正确且邮箱正常时，请收信人所在单位的 IT 人员协助核查

2．邮箱地址格式错误

收件邮箱地址格式不正确，邮件无法投递。请核对并更正邮箱地址。

处理方法：

  1. 发起人与收信人确认完整、准确的邮箱地址
  2. 检查是否存在多余空格、中文标点，或缺少 @、邮箱域名等情况
  3. 更正业务中填写的收件邮箱地址

3．收件邮箱在邮件发送服务厂商黑名单中

收件邮箱被邮件发送服务厂商列入黑名单，本次邮件未能投递。可能原因包括：该地址在历史投递中被反馈不存在；收信人曾举报相关邮件，或退订时选择举报欺诈邮件；该邮箱地址或所属域名被加入发送方的拦截名单。具体原因需由平台 IT 人员核查厂商记录。

处理方法：

  1. 发起人与收信人确认邮箱地址正确、仍在使用，并确认愿意接收此类邮件
  2. 平台 IT 人员在邮件发送服务厂商后台核查黑名单记录及原因
  3. 根据原因处理限制；无法自行处理时，联系厂商协助解除

4．取消订阅

收件邮箱已取消订阅，本次邮件被邮件发送服务厂商拦截，未能投递。如需恢复接收，请收信人确认接收意愿后，由平台 IT 人员处理退订限制。

处理方法：

  1. 确认收信人愿意恢复接收后，由平台 IT 人员在 SendCloud 管理后台核查退订记录，并针对该邮箱处理退订拦截

5．邮件服务器不可达

邮件投递过程中无法连接收信方邮件服务器，或收信方邮件服务不可用，邮件未能送达。请收信人所在单位的 IT 人员协助核查邮件服务及网络连接情况。

处理方法：

  1. 收信人确认邮箱是否可以正常接收其他外部邮件
  2. 请收信人所在单位的 IT 人员检查邮件服务器、网络连接及访问限制
  3. 若收信方检查正常但问题持续，由平台 IT 人员联系邮件发送服务厂商协助排查

6．发信 IP 或域名被拒绝

收信人所在单位的邮件系统限制了本次发信使用的 IP 地址或域名，导致邮件被拒收。请收信人所在单位的 IT 人员核查接收规则，并将系统发件地址加入接收白名单。

处理方法：

  1. 请收信人所在单位的 IT 人员核查邮件网关、防火墙及邮箱接收规则中的拦截记录
  2. 将 no_reply@mail.alliancehub.net 加入接收白名单；若同时需要接收 uniAccount 系统邮件，参照现有指引加入 no_reply@mail.uniaccount.org
  3. 若已加入白名单仍被拒收，请收信人所在单位的 IT 人员根据拦截记录检查是否仍有 IP、域名或其他接收限制，并按本单位要求调整

7．邮件被判定为垃圾邮件而拒收

收信方邮件系统将本次邮件判定为垃圾邮件并拒收，邮件未能送达。请收信人所在单位的 IT 人员核查反垃圾邮件规则，并将系统发件地址加入接收白名单。

处理方法：

  1. 请收信人所在单位的 IT 人员查看反垃圾邮件拦截记录，确认具体拒收原因
  2. 将 no_reply@mail.alliancehub.net 加入接收白名单；如需接收 uniAccount 系统邮件，同时加入 no_reply@mail.uniaccount.org
  3. 若仍被拒收，请所在单位 IT 人员根据拦截记录调整相关接收规则

此项为投递被拒收，不等同于邮件已送达后进入垃圾邮件文件夹。

8．发件人或收件人被拒绝

收信方邮件系统拒绝接受本次邮件的发件人或收件人，邮件未能送达。请收信人检查邮箱的拒收设置，并请所在单位的 IT 人员核查相关接收限制。

处理方法：

  1. 收信人检查是否将系统发件地址加入拒收名单，或设置了“仅接收指定发件人的邮件”
  2. 请收信人所在单位的 IT 人员查看拒收记录，确认发件人或收件人受到的具体限制
  3. 根据核查结果调整接收规则，允许接收 no_reply@mail.alliancehub.net 的邮件；如需接收 uniAccount 邮件，同时处理 no_reply@mail.uniaccount.org

9．其他原因导致投递失败

邮件发送服务厂商将本次投递失败归为“其他”，暂无法据此判断具体原因。请平台 IT 人员向厂商提交本邮件中的收件邮箱、邮件主题、发送时间及异常详情，协助确认失败原因和处理办法。

处理方法：

  1. 平台 IT 人员根据收件邮箱、邮件主题和发送时间，在 SendCloud 后台定位该次投递记录
  2. 将投递记录及原始错误信息提交 SendCloud 技术支持，请其明确失败原因、需要哪一方处理，以及具体处理办法
  3. 按厂商反馈处理；需要收信方配合时，再联系收信人所在单位的 IT 人员

10．投递结果未确定

本次汇总时尚未查询到该邮件的最终投递结果，暂不能确认是否送达。系统将继续查询，如后续确认投递失败，将补充通知。

处理方法：

  1. 收信人检查是否已收到对应邮件，包括垃圾邮件及其他分类文件夹
  2. 若业务紧急，发起人可先通过其他方式与收信人确认，避免因等待投递结果影响业务

“结果未确定”不等于投递失败，也不代表已成功送达。自动查询受可查询期限限制；超过期限后停止自动追踪，仍保留“结果未确定”，不重复发送通知。需要进一步确认时，请平台 IT 人员联系邮件发送服务厂商核查。

11．邮件发送请求失败

平台向邮件发送服务厂商提交邮件发送请求时出现异常。请平台 IT 人员根据异常详情核查请求是否被受理，并处理具体错误。

处理方法：

  1. 平台 IT 人员根据发送时间、收件邮箱及异常详情，核查发送请求和厂商后台记录
  2. 如果是网络超时，先确认厂商是否已受理，避免重复发送；如果厂商明确返回失败，按错误信息处理
  3. 原因无法确定时，将相关记录提交邮件发送服务厂商协助排查

系统发件地址

需要调整接收白名单或拒收规则时，请使用以下系统发件地址：

  • AllianceHub：no_reply@mail.alliancehub.net
  • uniAccount：no_reply@mail.uniaccount.org（需要接收 uniAccount 系统邮件时使用）

将发件地址加入白名单后若仍无法接收，请收信人所在单位的 IT 人员结合拦截记录，继续核查 IP、域名及其他接收限制。

返回语言选择

English

After receiving an email exception notification, find the matching issue below using the “Explanation” field and follow the recommended steps. The recipient address, email subject, sending time, and error details in the notification help IT staff locate the issue.

If you have not received a system email and do not have specific error information, start with Unable to receive system emails during registration or use (in Chinese).

Who handles the issue

  • Initiator: The person who performed the business action, responsible for confirming the recipient’s email address and whether they need to receive these emails
  • Recipient: The intended recipient of the original business email, responsible for checking that their mailbox is active and reviewing personal email settings
  • Platform IT staff: Responsible for checking records in the email service provider’s console, addressing sending restrictions, and contacting the provider when necessary
  • The recipient’s IT team: Responsible for checking their organization’s mail server, gateway, spam filtering rules, and receiving restrictions

Common issues and solutions

1. Email address does not exist

The email service reported that the recipient address does not exist, so the email was not delivered. Check the address and confirm that the mailbox is still in use.

What to do:

  1. The initiator and recipient should check the email address for typos or changes
  2. The recipient should confirm whether the mailbox has been activated, disabled, or closed
  3. If the address is correct and the mailbox is active, ask the recipient’s IT team to investigate

2. Invalid email address format

The recipient address is not in a valid email format, so the email cannot be delivered. Check and correct the address.

What to do:

  1. The initiator and recipient should confirm the complete, correct email address
  2. Check for extra spaces, Chinese punctuation, or a missing @ symbol or email domain
  3. Correct the recipient address entered for the business action

3. Recipient address is on the email service provider’s blocklist

The email service provider has placed the recipient address on a blocklist, preventing this email from being delivered. Possible reasons include: previous delivery attempts reported that the address did not exist; the recipient reported related emails as spam or reported an email as fraudulent when unsubscribing; or the address or its domain was added to the sender’s blocklist. Platform IT staff need to check the provider’s records to determine the specific reason.

What to do:

  1. The initiator and recipient should confirm that the address is correct, the mailbox is still in use, and the recipient wants to receive these emails
  2. Platform IT staff should check the blocklist record and its reason in the email service provider’s console
  3. Address the restriction according to its cause; if it cannot be resolved directly, contact the provider for assistance removing it

4. Recipient has unsubscribed

The recipient address has unsubscribed, so the email service provider blocked this email and it was not delivered. To resume receiving emails, the recipient must first confirm that they want to receive them, after which platform IT staff can address the unsubscribe restriction.

What to do:

  1. After confirming that the recipient wants to resume receiving emails, platform IT staff should check the unsubscribe record in the SendCloud console and address the restriction for that address

5. Recipient mail server is unreachable

The delivery attempt could not connect to the recipient’s mail server, or the recipient’s email service was unavailable, so the email was not delivered. Ask the recipient’s IT team to check the email service and network connection.

What to do:

  1. The recipient should check whether their mailbox can receive other external emails
  2. Ask the recipient’s IT team to check the mail server, network connection, and access restrictions
  3. If these checks reveal no problems but the issue persists, platform IT staff should contact the email service provider for assistance

6. Sending IP address or domain is blocked

The recipient’s email system blocked the IP address or domain used to send this email, causing it to be rejected. Ask the recipient’s IT team to check the receiving rules and add the system sender address to the allowlist.

What to do:

  1. Ask the recipient’s IT team to review blocking records in the mail gateway, firewall, and mailbox receiving rules
  2. Add no_reply@mail.alliancehub.net to the allowlist; if uniAccount system emails are also needed, add no_reply@mail.uniaccount.org as described in the existing guide
  3. If emails are still rejected after allowlisting, ask the recipient’s IT team to use the blocking records to check for remaining IP, domain, or other restrictions and adjust them according to their organization’s requirements

7. Email is rejected as spam

The recipient’s email system classified this email as spam and rejected it, so the email was not delivered. Ask the recipient’s IT team to check the spam filtering rules and add the system sender address to the allowlist.

What to do:

  1. Ask the recipient’s IT team to review spam blocking records and identify the specific reason for rejection
  2. Add no_reply@mail.alliancehub.net to the allowlist; if uniAccount system emails are needed, also add no_reply@mail.uniaccount.org
  3. If emails are still rejected, ask the recipient’s IT team to adjust the relevant receiving rules based on the blocking records

This issue means that delivery was rejected. It is different from an email being delivered to the spam folder.

8. Sender or recipient is rejected

The recipient’s email system refused to accept the sender or recipient of this email, so it was not delivered. The recipient should check their mailbox blocking settings and ask their IT team to review the relevant receiving restrictions.

What to do:

  1. The recipient should check whether the system sender address is on a blocked sender list or whether their mailbox accepts emails only from specified senders
  2. Ask the recipient’s IT team to review rejection records and identify the specific restrictions on the sender or recipient
  3. Based on the findings, adjust the receiving rules to allow emails from no_reply@mail.alliancehub.net; if uniAccount emails are needed, also allow no_reply@mail.uniaccount.org

9. Delivery failed for another reason

The email service provider classified this delivery failure as “Other,” which does not identify the specific cause. Platform IT staff should send the recipient address, email subject, sending time, and error details from the notification to the provider to help determine the cause and how to resolve it.

What to do:

  1. Platform IT staff should locate the delivery record in the SendCloud console using the recipient address, email subject, and sending time
  2. Submit the delivery record and original error information to SendCloud technical support, asking them to identify the cause, who needs to take action, and the specific steps to resolve it
  3. Follow the provider’s guidance; contact the recipient’s IT team if their assistance is required

10. Delivery result is not yet confirmed

The final delivery result was not available when this summary was prepared, so delivery cannot yet be confirmed. The system will continue checking and send an additional notification if delivery failure is subsequently confirmed.

What to do:

  1. The recipient should check whether the email has arrived, including in the spam folder and other categorized folders
  2. If the matter is urgent, the initiator can contact the recipient through another channel rather than delay the business activity while waiting for the delivery result

An unconfirmed result means neither confirmed failure nor confirmed delivery. Automatic checks are limited to the period for which delivery results can be queried. After that period ends, automatic tracking stops, the result remains unconfirmed, and no repeat notification is sent. If further confirmation is needed, ask platform IT staff to contact the email service provider.

11. Email sending request failed

An error occurred when the platform submitted the sending request to the email service provider. Platform IT staff should use the error details to check whether the request was accepted and address the specific error.

What to do:

  1. Platform IT staff should check the sending request and provider records using the sending time, recipient address, and error details
  2. For a network timeout, first confirm whether the provider accepted the request to avoid sending duplicates; if the provider explicitly reported a failure, address the reported error
  3. If the cause remains unclear, submit the relevant records to the email service provider for investigation

System sender addresses

Use the following sender addresses when updating allowlists or blocking rules:

  • AllianceHub: no_reply@mail.alliancehub.net
  • uniAccount: no_reply@mail.uniaccount.org (when uniAccount system emails are needed)

If emails still cannot be received after the addresses have been allowlisted, ask the recipient’s IT team to review the blocking records for IP, domain, or other receiving restrictions.

Back to language selection