Success Center


I do not receive e-mail sendouts

The most common type of distribution is by doing an e-mail sendout. In today’s technology, e-mail services are more complex, and it is likely that your company have security rules to prevent spam, phishing and forgery attacks. These security rules are set up to keep your company e-mail and data safe from unwanted traffic.

Netigate provides e-mail sendouts through the survey platform, and these security rules could cause e-mails sent from our systems to be incorrectly categorised as spam and end up in the recipients’ spam-folder, or even get blocked completely. This is of course something that you want to avoid. We have ongoing controls and checkups to guarantee our mail servers are flawless and not blacklisted or flagged as spam but unfortunately this does not guarantee the success of e-mails sent from our platform. Due to the complexity and individual levels of security in different organisations there are a couple of things we recommend you do before you start sending e-mail surveys.

SPF-record: The best way, and our primary recommendation, is that your company add an SPF-record (Sender Policy Framework).

In this SPF-record you should add the Netgate domain (depending on which server your account is on):
Swedish server:
German server:

A good way to identify what server you are located on is the tools URL. If it says, you are on the Swedish server and if it is, you are on the German.

This way Netigate can add and remove permitted mail servers without you having to change your DNS record whenever we update our mail server settings. You will probably need help from your IT-department or e-mail administrators in order to set this up.

Whitelist IP: You can select to add an SPF-record but instead of including the Netigate domain you can do it on our mail servers IP adress. It is less flexible and more sensitive to change. If we make updates or add/remove servers we can not guarantee that the existing SPF-record will continue to work. We therefore recommend including the Netigate domain instead of the server IP.

IP adresses for our mailservers:
Swedish server:
German server:

Use a neutral e-mail address as sender: In some cases this is a solution. Instead of using a company specific e-mail address (for example you can use an address provided by Netigate. For example, send your surveys from This will higher the chances that the e-mail will be allowed through incoming e-mail filters since we do not masquerade as anything (spoofing).

You are welcome to use or for your sendout. You will not be able to receive any out-of-office replies or answer-emails to this e-mail since it will end up in a no-reply environment.


You may combine your SPF-record with adding DKIM-keys as well, if you use DKIM within your organization.

DomainKeys Identified Mail (DKIM) is a protocol that allows an organization to take responsibility for transmitting a message in a way that can be verified by mailbox providers. This verification is made possible through cryptographic authentication.

To read more about adding DKIM keys to your Netigate account, click here.


We are using Transport Security Layer (TLS) for encrypting and securing email transmissions between our mail servers and the recipient’s mail server.

To ensure that you will receive our e-mail sendouts, TLS need to be enabled on your incoming mail server. You probably need help from your IT-department or e-mail administrators to enable this.