Merge pull request #8 from mailsac/where_is_my_mail

Where is my mail

about/faq.rst

@@ -31,7 +31,9 @@ Other uses:
 Why weren't my messages received?
 ---------------------------------
 
-There are many reasons messages may not be received by Mailsac.
+There are many reasons messages may not be received by Mailsac. The
+:ref:`doc_missingmail` document in our help section provides detailed
+explanations of why messages are not received.
 
 1. The sender blocks traffic to disposable email providers like Mailsac. This is
    common with email signups or email verifications. People running websites do

help/missing_mail.rst

@@ -0,0 +1,75 @@
+.. _doc_missingmail:
+
+Missing Mail
+============
+
+If you have sent email to a *@mailsac.com* address or a private domain hosted
+at Mailsac and it was not received, this document will help you find out why.
+
+@mailsac.com Address
+--------------------
+
+If the address you sent to ends in *@mailsac.com* and the message was not
+received it could be because of:
+
+* The sender has blocked sending to *@mailsac.com* addresses
+* The message size is over 2MB
+* Throttling by Mailsac. If you are sending a large volume of email, we may
+  throttle the rate of incoming messages
+* The sending SMTP service has a queue
+* The sending domain, IP address, or receiving address has been `blacklisted
+  <https://mailsac.com/docs/api/#check-blacklist>`_
+
+Zero-Setup Private Domain (@mydomain.msdc.co)
+---------------------------------------------
+
+The Zero-Setup Private Domains handle all MX record changes. You can start
+receiving email with virtually no setup. If you are still have problems
+receiving mail it could be because of:
+
+* The message size is over 2MB
+* The sending SMTP service has a queue
+* The sending domain, IP address, or receiving address has been `blacklisted
+  <https://mailsac.com/docs/api/#check-blacklist>`_
+
+Bring Your Own Domain (BYOD) Private Domain
+-------------------------------------------
+
+The BYOD Private Domain requires MX record changes. For assistance in
+configuring the MX records see our :ref:`BYODomain Configuration
+<section_byod_configuration>`.
+
+* MX Records are incorrect or have no propagated
+* The message size is over 2MB
+* The sending SMTP service has a queue
+* The sending domain, IP address, or receiving address has been `blacklisted
+  <https://mailsac.com/docs/api/#check-blacklist>`_
+
+Custom Domain
+-------------
+
+If you have changed your MX records to use *in.mailsac.com* and
+*alt.mailsac.com* and are not receiving mail. There are several potential
+causes:
+
+* MX Records are incorrect or have no propagated
+* The message size is over 2MB
+* The sending SMTP service has a queue
+* The sending domain, IP address, or receiving address has been `blacklisted
+  <https://mailsac.com/docs/api/#check-blacklist>`_
+
+Contacting Support
+------------------
+
+Feel free to reach out to support@team.mailsac.com if you need assistance.
+Including the following information will help us identify why you are not
+receiving mail.
+
+* the IP address of your sending program, or your IP address if sending locally
+* the email addresses you are sending to, and/or the domain you are sending TO
+* the from email addresses, and/or the domain you are sending FROM
+* Did you use an API key, or the website user interface?
+* Time frames when messages were lost. A ball park is ok, like,
+  "from 8am - 9am on Dec 3rd GMT we sent 100 messages and only 85 were received"
+  or just "I tried sending 5 messages from 8am - 9am GMT Dec 3rd and none of
+  them went through"

index.rst

@@ -40,6 +40,13 @@ in the top left corner.
    services/slack_webhook/slack_webhook
    services/private_domains/private_domains
 
+.. toctree::
+   :maxdepth: 1
+   :caption: Help
+   :name: sec-Help
+
+   help/missing_mail
+
 .. toctree::
    :maxdepth: 1
    :caption: API Getting Started

services/private_domains/private_domains.rst

@@ -8,6 +8,8 @@ Private domains allow for receiving of email at any address within a
 domain. Private domains can be `purchased <https://mailsac.com/pricing>`_ as
 an addon or as part of a plan.
 
+.. _section_byod_configuration:
+
 BYODomain
 ---------