Splitting Our Email Sending Infrastructure

Today we're rolling out a change to how we send email for accounts on our free plan and for new individual plan subscriptions. If you fall into either group, your signing requests, notifications, and other transactional mail will now arrive from free.documensomail.com and send.documenso.com instead of app.documenso.com.

Existing individual plan subscribers aren't affected, and your mail will keep coming from app.documenso.com as it always has. The same goes for accounts that belong to a team, platform, or enterprise organisation.

Why we're making the change

Email deliverability lives and dies by sender reputation. When a single domain gets used to send anything sketchy (phishing attempts, spammy content, or suspicious bulk patterns), the major mail providers notice quickly. They start filtering harder, deferring messages, or blocking delivery outright. Once that happens it impacts every other email leaving that domain, no matter how legitimate.

Over the past few months we've seen a steady uptick in abuse coming through accounts on the free and individual plans. We've been busy on the abuse side too, tightening detection and shutting down bad actors as we find them, but the damage to our sending reputation was starting to spill over and hurt the experience for customers on our team, platform, and enterprise organisations.

Splitting the infrastructure is the cleanest fix. By isolating free and individual traffic onto its own domains, abuse can't drag down deliverability for the rest of our customers. It also gives us a much tighter feedback loop to monitor, respond to, and reset reputation when needed, without disturbing other users.

What this means for you

If you're on a free or individual plan, your mail is now coming from a brand new domain. New domains start out with zero reputation as far as inbox providers are concerned, and it takes a little while for that to build up.

In the short term, some of your emails (and emails sent to people you're requesting signatures from) may land in spam or promotions folders. If you're missing an email from us right now, check your spam folder first. Marking the message as "Not Spam" or moving it back into your inbox helps the new domain's reputation climb faster, which benefits every Documenso user sending mail from the new domains.

If you ever want to confirm a message is genuinely from us, our verifying emails page lists every domain we send from and what to watch out for.

This should settle within the next few weeks as the new domains warm up and major providers come to recognise them as legitimate senders.

Looking ahead

Email is one of those parts of the stack you don't think about until it stops working, and we'd rather over-invest in making sure it just works than save a few hours of effort and end up with mail sitting in spam folders. Separating our sending domains is one piece of that. We're also continuing to harden things on the abuse side with stronger signup checks, tighter rate limits, and better detection for the patterns we've seen used against us.

Thanks for bearing with us during the warm up! If you run into deliverability issues that don't resolve after checking spam, let us know on Discord or via support and we'll take a look.