FAQ# 5005-en
My technicians or customers can't receive e-mails sent by NewWaySERVICE.com
When you send a work order by email from NewWaySERVICE or when NewWaySERVICE sends notifications by email automatically, NewWaySERVICE will use either the email address specified in the technician file or the email address specified in the Email configuration option as the sender address.

In most cases, NewWaySERVICE will be able to send work orders by email (or other e-mails such as notifications) to your technicians and customers on your behalf without any problems. However, in some cases the recipient might not receive your email.

To avoid fraudulent emails or prevent spam, some mail servers conduct additional verifications and will not accept your emails if they come from servers that have not been previously authorized.

Usually, the way to allow a server to send emails on your behalf is by using a SPF-type record in your domain name's DNS.

Since, by default, NewWaySERVICE.com servers are not allowed to send emails on your behalf, in this case, you must add their names to your domain name’s DNS using an SPF record.

Here is what you need to add in your existing SPF record to allow NewWaySERVICE.com servers to send emails on your behalf:

Ask your computer technician or the person in charge of your web site or domain name to add it to your domain name’s SPF record. If you do not already have an SPF record in your DNS, just create a new one.

Here is an example of an SPF record entry that you could add to your domain name’s DNS:
v=spf1 mx a include:spf-for-apps.newwayservice.com ~all

In addition to updating your SPF record in your DNS, we also recommend adding the following two CNAME entries in your DNS:

Type : CNAME
Host : newwayservice-1._domainkey
Points to : newwayservice-1._domainkey.newwayservice.com.

Type : CNAME
Host : newwayservice-2._domainkey
Points to : newwayservice-2._domainkey.newwayservice.com.

In fact, to help prevent spam and phishing, our servers comply with the DKIM standard and sign all emails sent. By adding the two CNAME entries above in your DNS, our servers will be able to sign e-mails with your domain name. This will make it even more likely that e-mails sent by our servers on your behalf will arrive in the recipient's inbox and not in their SPAM folder.

Note: The domain name is the name indicated after the @ character in your email address. If your email address is service@my-company.com, then the domain name in that case is my-company.com. Therefore, it is in the DNS records for the domain name my-company.com that you will have to edit or add the SPF record.

For more information about SPF-type records, we invite you to visit the Wikipedia web site at the following address:

For more information about DKIM standard, we invite you to visit the Wikipedia web site at the following address: