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Sally Heaven
Sally Heaven
Product Pro
August 6, 2026
Question

Has the DKIM syntax changed for EveryAction Targeted Email?

  • August 6, 2026
  • 7 replies
  • 61 views

Hi! I’m troubleshooting an email deliverability question and noticed something weird about the results for my DKIM record. 

We setup DKIM in 2020 and haven’t changed it since then. But when I went to Targeted Email and clicked Settings, it said my DKIM record has 2 records missing and my DMARC is not passing the check. I checked the CNAME record for my DKIM and it contains this plus the key:

ngpweb3._domainkey.raiseheck.com

However, the Targeted Email Settings says I should have instead:

ea1.ea.custdkim.bonterratech.com
ea2.ea.custdkim.bonterratech.com

There are two maybe conflicting help files that give different instructions for DKIM for EveryAction:

This one says ea1 and ea2

How do I set up email authentication for my domain? | Bonterra Central Community

This one says ngpweb3

Troubleshooting: SPF/DKIM setups

Which is correct? Did something change, and if so, when? Did I miss a notification about changing my CNAME records? 

 

    7 replies

    Sally Heaven
    Sally HeavenAuthor
    Product Pro
    August 6, 2026

    Clarification: my hostname should be ea1._domainkey.raiseheck.com (instead of ngpweb3._domainkey.raiseheck.com) ???

    Raise HECK, a Bonterra partner and certified Super User
    Sally Heaven
    Sally HeavenAuthor
    Product Pro
    August 7, 2026

    Hi, for anyone following this thread, I heard from Oliver in Support (thanks, Oliver!) that the new DKIM entries for ea1 and ea2 are for when our committe moves to Amazon SES which Bonterra is in the process of migrating, although timing information is not available right now. Oliver said we should keep ngpweb3 and also add ea1 and ea2, and that if we do that we should be all set for DKIM regardless of timing.

    So that’s great and that’s what we’ll do.

    However, I have several followup questions that I’ve shared with Oliver and that I’d like to share here too for additional visibility:

    1. Was there any client email communication about the upcoming migration to Amazon SES and the specific need to add two additional CNAME DKIM records and also retain the old one? I have searched my email and can’t find anything that I’ve received, and I’ve searched the Product Update section of the Community and didn’t find anything there. 
    2. If this migration has not begun, then how come the Email Settings - deliverability tool available in Targeted Email (upper right hand corner) showed me that my DKIM was not correct, when it actually is correct for right now since it uses ngpweb3? I’m including a screenshot from my EA site. Someone who was browsing that section, noticed the DKIM error, and added ea1 and ea2 could reasonably think they should delete ngpweb3, but they should not. 
    3. What’s the plan to communicate this to clients and partners with specifics? I can’t find any documentation in the help files that talks about the migration to Amazon SES, and some documentation still tells clients to use ngpweb3. While this is correct, it won’t always be. 

    Tagging a few Bonterrans: ​@rachel moody ​@Liz Ragland ​@Joe Conley ​@Charles Case and a couple of pals ​@Rumi Matsuyama ​@veronica 

     

    Raise HECK, a Bonterra partner and certified Super User
      Sally Heaven
      Sally HeavenAuthor
      Product Pro
      August 7, 2026

      And I got some additional context from Jason in support (thanks, Jason!). Apparently we won’t be affected, even though we are seeing an error message. I shared my thoughts that Bonterra should err on the side of more expansive communication and documentation when changes are coming that display error messages in client sites, even if clients aren’t going to be affected by the change. 

      Raise HECK, a Bonterra partner and certified Super User
      rachel moody
      rachel moody
      Community Manager
      August 10, 2026

      Thanks for flagging this, ​@Sally Heaven! We did make sure to send multiple emails communicating these changes so folks weren’t caught off guard. What we think happened was that your user role was not one of the roles that the email got sent to and we have been communicating these updates to specific audiences through a designated cadence, based on their specific setup. 

      Rachel at Bonterra
      Sally Heaven
      Sally HeavenAuthor
      Product Pro
      August 10, 2026

      Thanks, Rachel! I heard from Support (Jason and Oliver) that emails were not sent to users in any committees for which no change would be needed. So from what they told me, it sounds like some committees were not notified at all about this, is that right? Committees that had functioning DKIM records, is what they both said. 

      Raise HECK, a Bonterra partner and certified Super User
      V
      veronica
      First Timer
      August 7, 2026

      Hi ​@Sally Heaven, Thanks for tagging me! 

      It’s helpful to know you’ve been handling this as well - we’ve had some surprising email validation results recently too, especially in the new (?) domain identity verification tool in Targeted Email where some domains are not passing the check. We’re waiting to hear from support if it’s actually an issue with our domain identity, or just the validator itself isn’t working.

       

      What I do know: This FAQ was missing from your links above and I think is most updated, as it was included in an email my colleagues and I received. However, because the emails don’t indicate which committee will be impacted, and because we work across so many client databases, I can’t speak to the actual timeline or which instances are being moved when!

      As for you not receiving the email - I can’t speak to how they segmented targeting for it, but we saw some inconsistencies on which users actually got the notice.

       

        Sally Heaven
        Sally HeavenAuthor
        Product Pro
        August 7, 2026

        Thanks Veronica! I appreciate this detail. I heard back from support that committees that aren’t going to be affected since they previously had a correct DKIM record were not on the notification list. I let them know that it was confusing to see this error message and to not know any context, and that I thought the strategy of not telling unaffected committees (Raise HECK’s sandbox is one such) was not a good strategy. I would greatly have preferred comprehensive information from the get-go. 

        Raise HECK, a Bonterra partner and certified Super User
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