Email Sender Addresses
When Incido sends subscriber notification emails on your behalf, those emails need to come from a verified sender address that your customers recognize and trust. Sender addresses control the "from" field in every notification email — incident alerts, maintenance announcements, and subscription confirmations all use the sender address configured on the relevant status page.
A properly configured sender address with DKIM authentication improves deliverability and prevents your notifications from landing in spam folders. A misconfigured or unverified address can silently break your entire subscriber communication channel.
Adding and verifying a sender address
To add a sender address, enter the email address you want to send from. Incido normalizes the address (trimming whitespace, lowering case, converting international domain names to Punycode) and checks for duplicates within your organization.
After adding the address, you need to verify ownership. Verification confirms that you control the email address and authorizes Incido to send on its behalf. The verification process sends a confirmation to the address — follow the link in that email to complete verification.
There is a rate limit on new sender addresses: you can add at most 5 new addresses per calendar day (UTC) per organization. This limit includes soft-deleted addresses that are still within their cleanup window, so recently removed addresses count against the daily quota.
The number of sender addresses your organization can have is governed by your billing plan.
Setting up DKIM
After your sender address is verified and active, you should set up Easy DKIM (DomainKeys Identified Mail) for the email domain. DKIM adds a cryptographic signature to outgoing emails that receiving mail servers use to verify the message was not tampered with and genuinely originated from your domain.
Incido generates the required DNS records for your domain — typically TXT and CNAME records. You add these records to your domain's DNS configuration manually. After adding them, use the refresh action in the Dashboard to check whether the DKIM setup has been detected and confirmed.
DKIM setup is per sender address, not per domain. If you have multiple sender addresses on the same domain, you only need to configure the DNS records once, but each address tracks its own DKIM completion status independently.
DKIM is not strictly required for sending, but without it, your notification emails are significantly more likely to be flagged as spam or rejected by recipient mail servers. Treat DKIM setup as a required step, not an optional enhancement.
Email reputation and sending suspension
Incido monitors the reputation of your outgoing email based on bounce and complaint rates over a rolling 24-hour window. When these rates exceed safety thresholds, sending is automatically suspended to protect your domain reputation and Incido's shared sending infrastructure.
There are two suspension levels. A soft suspension triggers when bounce rates exceed 4% or complaint rates exceed 0.08%. After a 5-minute cooldown period, you can re-enable sending from the Dashboard — but if the rate still exceeds the threshold 24 hours later, sending is suspended again automatically. A hard suspension triggers when bounce rates exceed 7% or complaint rates exceed 0.2%. Hard suspension locks sending for 3 days with no early re-enable option.
When sending is suspended, a notice appears in the Dashboard so the issue does not go unnoticed.
Bounce and complaint events flow in from the email service in near real time. Permanent bounces (invalid addresses, non-existent mailboxes) suppress the affected subscriber globally across all organizations — the address is marked as undeliverable everywhere. Complaints (recipients marking your email as spam) suppress the subscriber within your organization only.
The practical implication is that maintaining a clean subscriber list matters. If you accumulate too many invalid addresses or spam complaints, your sending capability is automatically restricted. Regularly review subscriber health and remove inactive or bouncing addresses proactively.
Removing a sender address
You can remove a sender address as long as no status page is currently using it as its sender. If a status page references the address, the removal is blocked — reassign the status page to a different sender first.
Removed addresses are soft-deleted and permanently cleaned up after 4 months. During that window, the underlying email identity may be retained if other organizations share the same address. After permanent deletion, the identity is fully removed.
What changes on the public frontend
Sender address changes do not affect the visual appearance of your public status pages. However, they directly affect subscriber email delivery. If your sender address is unverified, has failed DKIM, or is suspended due to reputation issues, subscriber notifications may not be delivered — and subscribers will not know about incidents or maintenances until they visit the status page directly.
Operational effects
Email sender health is a dependency for the communication workflow described in Subscribers, Incidents, and Maintenances. Even with correct publication on the public status page, sender failures can create a communication gap for customers who rely on inbox alerts.
Troubleshooting
Subscriber notifications are not being delivered. Check the sender address status on the Dashboard. Verify it is active, DKIM is set up, and sending is not suspended. If sending was recently suspended, check bounce and complaint rates and clean your subscriber list before re-enabling.
DKIM status does not update after adding DNS records. DNS propagation can take hours. Wait, then use the refresh action in the Dashboard. Verify the DNS records match exactly what Incido generated — typos in CNAME values are a common cause of failure.
You cannot add a new sender address. Check whether you have hit the daily rate limit (5 per day) or your plan's sender address limit. If you recently removed an address, it may still count against the daily quota during its soft-delete window.
A sender address cannot be removed. At least one status page is still using it. Reassign those status pages to a different sender address, then retry the removal.