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This article answers the most common questions about email connectors and migrating domains between connectors.

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I have an existing email provider. Can I integrate it with MoEngage?

Yes. MoEngage supports setting up custom connectors if you choose not to use our native connectors, such as SendGrid, Amazon SES, SparkPost, Mandrill, and Netcore. For more information, refer to Partner Guides. Suppose you have an account with an email connector other than the native connectors of MoEngage. In that case, you can configure the details of your connector in MoEngage as a custom email connector through the App marketplace. For more information, refer to Configure Custom Connector.

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What is the difference between MoEngage-managed email providers and independent email providers?

CriterionMoEngage ProviderIndependent Sendgrid Account Configured on MoEngage
Deliverability supportThe MoEngage team helps you with the following:
  1. Email Set-up
  2. Email Onboarding, including ramp-up.
  3. Monitor, identify trends and issues, troubleshoot.
  4. Provide audit reports (paid).
  5. Provide complete deliverability support
  6. Pricing is cheaper because MoEngage provides a discounted bulk price.
There are no significant technical disadvantages of using your own provider apart from the lack of hand-holding and deliverability support throughout the process. Also, the MoEngage team troubleshoots and manages issues with the vendor.
Shared IPsNo.Yes
Full access to the VendorNo, but typically, you may not require full access because all the data will be in the MoEngage workplace.Yes

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Can I migrate the same domain and IP to MoEngage Sendgrid?

Yes, MoEngage can migrate domains, which can be used in parallel with different ESPs. If the IPs are dedicated IPs in Sendgrid, those can also be migrated. For more information, refer to SendGrid IP Migration.

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I am getting SMTP failures while sending emails from the MoEngage connector. What does it mean?

The error code should have an error description. Please contact your MoEngage Customer Success Manager (CSM) or the Support team to export the exact SMTP description, which will help resolve the issue. Some of the common error messages are described below.
Error MessageReason for the ErrorResolution
Email address not verified.This happens when the f_rom address_ or from domain is not validated.You must validate the domain with the email provider (generate and add DNS records) or verify the from address with the email provider.
SMTP service disconnected.This happens when the SMTP connection is not successfully established with the sending server, which could happen if the SMTP account is deleted.Check the email settings and the associated account or sub-account with the email provider.
SMTP account not activated.This happens when the SMTP account in Sendinblue is not activated or the activation timeline has expired.Activate the account with SendinBlue; check with SendinBlue support
Throttling failure: Maximum sending rate exceededThis happens when you send emails at a rate higher than the sending rates set at Amazon SES.Throttle the campaign and increase the sending limits on SES.
Throttling failure: Daily message quota exceededThis happens when the maximum daily send limit set on SES has been exceeded. This will refresh at midnight.Increase the email sending quota on SES.
Message rejected: Sending paused for this account. For more information, please check the inbox of the email address associated with your AWS account.This happens when the account is suspended or paused.Check the SES UI to know the reason behind this error and contact SES support to resolve this error.
Authentication failed: Basic authentication is not allowed with 2FA enabled.This happens when the Sendgrid account has 2FA enabled, so emails will be accepted only from pre-verified sources.Disable Allow List in SendGrid or contact your customer success team to enable the NAT flow.
Invalid Sending Pool Name: IP Pool is not valid, or no available IPs are found in the pool.This happens when the IP pool associated with the domain/sender doesn’t exist, or contains no IPsCheck the configuration on SES and ensure the IP/IP pool assignment is correct.