Paya has identified a situation where email notifications sent by Paya, on your behalf, to your customers are not being received consistently. To resolve this issue, the Sender Policy Framework (SPF) record technique is used. SPF is an e-mail authentication technique that is used to prevent email spoofing or a malicious person from sending unauthorized e-mails on your behalf. If you haven’t published an SPF record, the e-mail can be marked as spam or rejected.
To resolve this issue, your IT Team must update your e-mail server to add Paya’s IP Addresses to your Sender Policy Framework (SPF) Record to allow e-mails generated from Paya to be sent on your behalf. This will allow transaction confirmations to be generated and sent to your customers.
Please add these IP addresses to your record:
Primary Mail Domain: paya.com
The email address should be displayed as From: Support.Paya@nuvei.com
Steps to Create or Modify the SPF Record
- Starting with the SPF version, this part defines the record as SPF. An SPF record should always start with the version number v=spf1 (version 1) this tag defines the record as SPF.
- After including the v=spf1 SPF version tag you should follow up with all IP addresses that are authorized to send e-mails on your behalf. For example v=spf1 ip4:18.104.22.168
- Next, add an include tag for Paya as an organization that is sending e-mails on your behalf. This tag indicates that this particular third party is authorized to send an e-mail on behalf of your domain.
- **Optional but not required**End your record with an ~all or -all tag. All tags are an important part of the SPF record as it indicates what policy should be applied when ISPs detect a server that is not listed in your SPF record.
- -all Fail – Servers that aren’t listed in the SPF record are not authorized to send an e-mail (compliant e-mails will be rejected).
- ~all Softfail – If the e-mail is received from a server that isn’t listed, the email will be marked as a soft fail (e-mails will be accepted but marked).
If you do not use an SPF Record or do not have access to it, please log in to the Payment Center, Paya Exchange Management System, or your Virtual Terminal and update your e-mail templates so that the FROM address is email@example.com.
Please follow these instructions to update the e-mail address:
How do I change the address that my Order Confirmation emails are sent from in Virtual Terminal?
How do I change the address that my Order Confirmation emails are sent from in the Payment Center?
If you have questions or require additional information, please submit a ticket and we will be in touch with you shortly.