Email Configuration and Delivery with POM

To ensure your emails reliably reach your customers' inboxes — and not their spam folders — we strongly recommend sending emails through a private domain name that you own and control. This allows you to set up critical authentication protocols (like SPF, DKIM, and DMARC) that tell email providers your messages are legitimate.

The Problem With Sending From Shared or Generic Email Addresses

When you send emails from a shared address (like Gmail, Yahoo, or a free domain), those messages are more likely to be flagged as spam or blocked entirely. Modern email providers now require domain authentication to verify that emails are really coming from you.

If you don’t control your domain settings, you can’t prove you're a trusted sender — even if you're sending legitimate business emails.

📡 The Solution: Use Your Own Domain + Authentication

We help you set up email sending from a private domain like:

notifications@yourcompany.com

With your own domain, we’ll guide you through a one-time setup where you:

• Add a few DNS records (SPF, DKIM, and DMARC)

• Validate your domain as a trusted sender

• Start reaching inboxes with fewer bounces or deliverability issues

📥 Don’t Want to Monitor a New Inbox? No Problem

You can forward all emails sent to your new domain (e.g., notifications@yourcompany.com) to your existing email address — like your regular Gmail or Outlook inbox. That means:

• You still check emails like you do today

• But behind the scenes, your messages look more professional, authenticated, and trustworthy to email providers

🛠️ We Can Help

Once you have your private domain email ready, please contact help@poolofficemanager.com and let us know the email you plan to use and we'll provide the updated instructions for you finalize the setup.

Why Did This Change? Did POM Break Something?

We understand it can be frustrating when something that used to work suddenly stops — especially when it feels like the software has changed. However, in this case, nothing within our platform was changed or “broken.”

What has changed are the rules imposed by major email providers (like Google, Microsoft, and Yahoo) around email authentication and sender validation. These providers are now much stricter about verifying that the sender is authorized to send email on behalf of a domain.

If your domain isn't properly authenticated (via DNS records like SPF, DKIM, and DMARC), your emails are more likely to be flagged as spam — or blocked entirely — even if they were previously delivered without issues.

To continue reaching your clients' inboxes reliably, you'll need to switch to using a private domain that you control, which allows us to help you set up the proper DNS records. If you prefer, you can still forward all replies to your existing email account — this allows your operations to stay the same while ensuring your emails are delivered successfully.

"It says sent, but my customer never got it"

When POM shows a report or invoice as successfully sent but the customer says nothing arrived, work through this list:

1. Verify the email address on the customer's profile — a typo is the most common cause.
2. Send a test to yourself (email the same report to your own address) to confirm sending works from your account.
3. Have the customer check spam/junk and Promotions tabs, and add your sending address to their contacts — this fixes most "never received" cases.
4. If one specific customer never receives anything (email or text), their mail provider may be blocking — ask them to whitelist you, or use an alternate address.
5. Still failing? Contact support with the customer's email address and the date/time of a specific send so delivery can be traced.