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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: Channel not found (SMTP.com)

Updated

By Duane GarnerChief Executive Officer (CEO)
Summarize: Claude ChatGPT View Markdown
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The Sender Name saved in the plugin does not match a sender (channel) in your SMTP.com account. Copy the exact name from SMTP.com.

This article is for sites using the SMTP.com mailer where a send fails with "Channel not found".

The error as you see it

Channel not found

Shown by the SMTP.com mailer, in the failed-send banner, in Tools → Debug Events and in the Email Log.

What this error means

SMTP.com groups your mail into senders, which its API calls channels. Every email must say which channel it belongs to. CRM-NG SMTP takes that name from the Sender Name field in the SMTP.com settings. Your API Key worked, but SMTP.com has no channel with the name you gave, so it did not know where to put the message.

Common causes

  • The Sender Name was typed by hand and differs from the channel name, for example in capitals, spacing or a missing suffix.
  • The From Name was entered instead. Sender Name is not the name people see in their inbox; it is the label of the sender in your SMTP.com account.
  • The sender was renamed or deleted in SMTP.com.
  • The API key belongs to a different SMTP.com account that has other senders.
  • The sender is not yet active, because SMTP.com is still reviewing it.

How to fix

  1. Open your senders

    Sign in to https://my.smtp.com/ and open the Senders page (the console's current name may differ slightly; look for the list of senders or channels).

  2. Copy the exact name

    Find the sender you want the site to use and copy its name exactly as shown. Check that its status is active.

  3. Create a sender if none exists

    Add a new sender for your site and wait for it to become active.

  4. Check the API key

    On the API keys page of the same account, confirm the key is the one saved in the plugin.

  5. Update CRM-NG SMTP

    In CRM-NG SMTP → Settings → General, with SMTP.com selected, paste the name into Sender Name. If the key was from another account, use Remove API Key and paste the right one into API Key. Press Save Settings.

  6. Send a test

    Go to CRM-NG SMTP → Tools → Email Test, fill in Send To and press Send Email.

Verify it worked

The test page shows "Test email sent successfully! Check your inbox to confirm delivery." In SMTP.com, the message appears under the sender you chose.

Notes

  • Set the name people see in From Name on the same screen. It is separate from Sender Name.
  • If you use more than one sender (for example one per site), keep each site's Sender Name matched to its own sender so reports stay clear.
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