Q: Why is email sending via the domain name not working even after the CNAME configuration?
Rishi_Sinosend
Jul 15, 2025A: If you have activated both Custom Domain & Email Domains -- emails to your recipients should be sent via your domain email instead of ours -- We would need to know your specifics about your account, hence please do provide account details to support@sinosend.com
hakPLUS
Verified purchaser
Why do the links still show the Sinosend URL instead of the customized CNAME URL? During the first LTD campaign, you promised Tier 3 LTD (the highest tier) supporters a branded dashboard feature, including a logo and the option to disable all your branding. But now, you have created higher tiers and excluded what we had agreed on. Why don’t you respond to our support requests?
Rishi_SinosendPLUSWe have not removed anything from T3. All T3 plans still have a custom domain, and yes you can also removed Powered by. Our dashboard doesn't have a logo.
hakPLUSVerified purchaser
It doesn't make sense. TIER 3 was the highest tier and was supposed to be white-label, including sending emails, CNAME, and a customized dashboard (business colors, logo) without any branding reference to Sinosend. Now you are coming back with a new approach, requiring more upgrades to get a basic feature like uploading the logo, but it doesn’t show up outside the admin dashboard. So, you did that on purpose.
hakPLUSVerified purchaser
Yes, I did the correct DNS configuration for both the CNAME and the sending email domain, but it still doesn’t work at all. I sent you a support request yesterday, but you didn’t respond. A few minutes ago, I sent a second support ticket via support@sinosend.com. You seem to show kindness in public, presenting yourself as a great and responsive customer support team, but the reality is quite the opposite.
Rishi_SinosendPLUSHak, We got an email at 6:34pm local time today and replied you at 6:48pm. Just now got another email (resent) which we didn't receive prior. Please do utilise the Support link within our dashboard , this will create an issue/ticket and is best tracked. Remember we're probably not in your time zone, and do our best to respond as quick as possible public or not :)
Rishi_SinosendPLUSIt doesn't work because your login email is a public gmaill and doesn't match your domain (which is mentioned clearly during the setup) -- I will send you another email about this so we can get this resolved.
hakPLUSVerified purchaser
I sent you the first email yesterday at 11:36 GMT, and it is marked as sent by Google.