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✉️ Email Delivery

Documentation, reference material and tutorials for CRM-NG SMTP Email: setup guides for every mail service, troubleshooting, and one article per error message.

Error: Access denied (Elastic Email)

Updated

By Duane GarnerChief Executive Officer (CEO)
Summarize: Claude ChatGPT View Markdown
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Elastic Email accepted the API key but will not let it send. Fix the key's permissions or IP limit, or the account's status.

Shown by the Elastic Email mailer

The test result or the error log shows a message such as Access denied when CRM-NG SMTP sends through Elastic Email.

This article is for site owners using the Elastic Email mailer who see "Access denied" instead of a sent message.

What this error means

Elastic Email knows who you are, but the key or the account is not allowed to do what was asked. Think of it as a valid door badge that does not open this particular door. The key exists and has not expired; something about its permissions, its allowed addresses or the account itself blocks sending.

Common causes

  • The API key was created with limited permissions that do not include sending email, for example a read-only key for reports.
  • The key is restricted to certain IP addresses, and your web server's outbound IP is not on the list. This often happens after a move to a new host or when the host changes its IP.
  • The account is new and still under Elastic Email's review, or its sending has been paused while the account is checked.
  • The account is on the free plan and you tried to email someone other than the account's own address.
  • The key belongs to a sub-account that has been disabled or has no sending credit.

How to fix

  1. Sign in to Elastic Email

    Open https://app.elasticemail.com/ and check for any banner about account review, verification or a paused account. Follow its instructions first.

  2. Open the key's settings

    Go to Settings and choose Manage API Keys. Open the key used by this site.

  3. Check permissions

    Make sure the key may send email. If you are unsure, create a new key with a custom permission set that includes sending.

  4. Check the IP restriction

    If the key lists allowed IP addresses, add your web server's outbound IP, or remove the restriction. Your host can tell you the outbound IP.

  5. Update CRM-NG SMTP if you made a new key

    Go to CRM-NG SMTP → Settings → General, press Remove API Key, paste the new key into API Key and save.

  6. Test with your own address first

    Go to CRM-NG SMTP → Tools → Email Test, put the Elastic Email account's own address in Send To and press Send Email. Then try an outside address.

Verify it worked

The test page shows "Test email sent successfully! Check your inbox to confirm delivery." If a test to your own account address works but one to an outside address still fails, the limit is the plan or the account review, not the key.

Notes

  • Elastic Email's free plan sends only to your account address from a verified address. That is a plan rule, not a fault in CRM-NG SMTP.
  • If your host gives you several outbound IP addresses, list them all on the key, or the error will come and go.
  • Contact Elastic Email support if the account is under review; CRM-NG SMTP cannot change that state.
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