Unable to select an email sender

Hi,

We have set up an email channel in our new XbyK QA environment and I am trying to build a new email to be used as an notification to sales team upon form submission.

On the email properties, it requires me to select a 'Sender' from the Sender and Recipients drop down, however, it is not displaying any options.

Additionally, we have added our SMTP creds in the config file, however, it is giving the following error when trying to send a test email:

{"errors":[{"message":"The from address does not match a verified Sender Identity. Mail cannot be sent until this error is resolved.

Could anyone offer any advice please?

Thanks

Environment

  • Xperience by Kentico version: [30.11.2]

  • .NET version: [8|9]

  • Execution environment: [SaaS|Private cloud (Azure/AWS/Virtual machine)]

  • Link to relevant Xperience by Kentico documentation

Tags:
Kentico Email channels

Answers

Hi Mike,

I believe both symptoms are related to the Email Channel configuration rather than the SMTP settings themselves.

1. Sender dropdown is empty

In Xperience by Kentico, the Sender dropdown only displays sender addresses that have been configured for the selected Email Channel. If no sender addresses have been added to the channel, the dropdown will appear empty.

You can verify this by navigating to:

Channel Management → Your Email Channel → Sender addresses

Kentico documentation: Email Channel Management - Add sender addresses

The documentation states that sender addresses must be created for each email channel, and email authors can then select from those predefined senders when creating emails.

2. The from address does not match a verified Sender Identity

This error is typically returned by the underlying email delivery provider rather than Xperience itself.

For Email Channel emails, Xperience uses the channel's configured sending domain, and that domain must be verified with the email service being used. The Kentico documentation specifically mentions:

"The channel domain needs to be verified in SendGrid."

Reference: Email Configuration

If you're running SaaS, SendGrid is commonly involved behind the scenes. If you're using your own provider (SES, SendGrid, SMTP relay, etc.), the From address or domain must be verified there as well.

For example, SendGrid documents this exact error here.

  1. Confirm that at least one Sender Address exists in the Email Channel.
  2. Verify that the sender email address uses the same domain as the Email Channel's Sending Domain.
  3. Confirm that the sender/domain has been verified with the email provider (SendGrid, SES, SMTP relay, etc.).
  4. Re-save the email and select the newly created sender.
  5. Send a test email again.

One additional point: if this is a QA environment, ensure that the email channel and sending domain have been fully configured for that environment as well. It is common for Production domains to be verified while QA domains are not, which can lead to sender identity validation errors.

Hope that helps.

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