How to troubleshoot Orange.fr bounces (SMTP greeting failed) in Klaviyo?
Michael Ko
Co-founder & CEO, Suped
Published 7 Jul 2025
Updated 19 Aug 2025
6 min read
Dealing with SMTP greeting failed bounces from Orange.fr when sending through Klaviyo can be a frustrating experience. This particular error indicates that Orange.fr is rejecting your email even before the full SMTP conversation can begin, meaning it's an issue with the initial connection attempt from the sending server.
As I've encountered this myself, I understand the challenges in pinpointing the exact cause, especially when using a shared IP infrastructure like Klaviyo's. This early rejection typically points to issues with the sending IP's reputation or how the connection parameters align with Orange.fr's strict deliverability policies. It's not about the content of your email yet, but rather the initial handshake.
My goal is to walk you through the troubleshooting process, identify common culprits, and outline strategies to improve your deliverability to Orange.fr recipients in Klaviyo. This often involves a mix of understanding SMTP basics and working closely with your Email Service Provider (ESP).
Understanding the 'SMTP greeting failed' error
When you encounter an SMTP greeting failed error, it means Orange.fr's mail server is declining the very first step of the email transfer protocol. The initial stage of any SMTP transaction involves the sending IP connecting to the recipient's Mail Exchanger (MX) server. Once this connection is established, the sender's system sends a greeting, typically starting with HELO or EHLO, which includes the name of the sending system.
In the case of Klaviyo's shared IP infrastructure, this greeting might look generic, for example, kl-203-16-2.kmta.shared.klaviyomail.com. This means that at the precise moment of rejection, Orange.fr only has the sending IP address, its reverse DNS (rDNS) lookup, and this EHLO string to evaluate. They don't yet know it's your specific domain or campaign attempting to send the email. This early rejection typically happens if the sending IP's reputation is poor, or if the connection parameters do not meet the recipient server's standards.
Orange.fr is known for its stringent email deliverability policies, which can sometimes lead to issues even for legitimate senders. These policies often include specific requirements for the number of simultaneous connections allowed. Many ESPs, especially those not based in France, may not fully implement these highly specific configurations in their default setup.
Understanding Orange.fr's strictness
Orange.fr (and its previous iteration, Wanadoo) has a history of implementing strict policies to protect its users from unwanted email. They often employ specific technical requirements that differ from global best practices. These can include limits on connection rates, simultaneous connections, and IP reputation thresholds that are more aggressive than other ISPs.
The impact of shared IPs in Klaviyo
When using a shared IP address space, your deliverability is inherently tied to the sending practices of all other users sharing those IPs. If other senders on the same Klaviyo IP are sending problematic mail, it can negatively impact the shared IP's reputation, leading to these early rejections or blocklisting (blacklisting) by ISPs like Orange.fr. This can be particularly frustrating because even your perfectly legitimate, low-volume sends (like welcome series emails) can be affected.
Troubleshooting steps with Klaviyo and Orange.fr
Resolving SMTP greeting failed bounces requires a multi-faceted approach, especially since you are on a shared IP with Klaviyo. My first recommendation is always to communicate clearly and persistently with Klaviyo's support team, specifically their deliverability specialists. They have the most insight into their shared IP reputation and configuration with specific ISPs.
When discussing this with your ESP, it's crucial to understand their existing procedures for managing deliverability with major ISPs. In situations involving shared IPs, ESPs are responsible for maintaining the IP's reputation and ensuring their sending configurations align with ISP requirements. Ask them about their specific throttling mechanisms for Orange.fr. While batch sending is often suggested for bulk emails, these bounces occurring in a welcome series indicate that the issue is not about your sending volume, but the fundamental connection itself.
You can check your email headers for clues about the sending IP address. In Gmail, for example, you can click the three dots next to an email and select 'Show original' to view the full headers. This will reveal the IP address from which Klaviyo is sending your emails. Knowing this IP allows you to generally assess the IP's reputation, though you won't be able to make direct changes yourself.
Contacting Orange.fr's postmaster team
Orange.fr provides guidelines and support through their postmaster page, which is the official channel for deliverability inquiries. Avoid using the abuse@orange.fr email address; instead, use the contact form on their official postmaster site. This is where you (or ideally, Klaviyo) can inquire about specific IP blockages or deliverability issues. Review their SMTP delivery guidelines to understand their expectations.
Maintaining long-term deliverability to Orange.fr
Even with Klaviyo's support, there are proactive steps you can take to mitigate future deliverability issues, especially when facing SMTP greeting failed bounces.
The core of good deliverability lies in maintaining a strong sender reputation. This means consistently sending wanted mail to engaged recipients. I've found that focusing on these fundamentals helps, regardless of the ESP or the specific bounce error encountered. High soft bounce rates can also be an indicator of underlying issues that impact your overall inbox placement.
List hygiene: Regularly clean your email lists to remove inactive subscribers, hard bounces, and any known spam traps. Sending to a clean list reduces bounce rates and complaints.
Engagement monitoring: Focus on sending to your most engaged subscribers. ISPs increasingly use engagement metrics to determine inbox placement. Low engagement can signal that your mail is unwanted, even if not explicitly marked as spam.
Segmentation: Segment your audience and tailor your content to their interests. This leads to higher engagement rates and fewer complaints.
Authentication: Ensure your DMARC, SPF, and DKIM records are correctly configured. These are fundamental to proving your legitimacy to ISPs and can reduce the likelihood of being marked as spam or rejected. Issues with these can also contribute to email authentication failures.
While you may not directly control the EHLO string or the specific connection limits of Orange.fr, a strong overall sender reputation makes you a more valuable user for Klaviyo to defend, which can lead to better outcomes from their end. This helps improve your chances of getting through even when facing bounce spikes on French ISPs.
Views from the trenches
Best practices
Actively monitor your bounce rates, especially for specific domains like Orange.fr, to catch issues early.
Work closely with your ESP's deliverability team to understand their strategies for major ISPs.
Segment your audience and send highly relevant content to boost engagement and reduce complaints.
Common pitfalls
Assuming all bounces are soft bounces and will eventually resolve themselves without intervention.
Failing to communicate detailed bounce reports and specific error codes to your ESP.
Ignoring Orange.fr's specific postmaster guidelines for senders.
Expert tips
If on a shared IP, confirm with your ESP that they are adhering to Orange.fr's specific connection and throttling requirements.
Investigate the EHLO string and rDNS of your sending IPs to understand how ISPs are identifying your connections.
Remember that early SMTP rejections like 'greeting failed' are often about the IP's reputation, not your content.
Expert view
Expert from Email Geeks says that if bounces are still occurring at the greeting failed stage, it indicates a fundamental disconnect or issue with the initial connection.
2024-03-15 - Email Geeks
Expert view
Expert from Email Geeks says that the generic EHLO string, such as one from shared.klaviyomail.com, means the receiving server only recognizes a Klaviyo IP attempting to send mail, not your specific brand or domain.
2024-03-16 - Email Geeks
Final thoughts on Orange.fr deliverability
Troubleshooting SMTP greeting failed bounces from Orange.fr in Klaviyo primarily involves understanding that this is an early connection issue, often linked to the shared IP's reputation or Orange.fr's unique network policies. Since you're using a shared IP, direct control over the sending environment is limited, making collaboration with your ESP critical.
Focus on maintaining excellent sending hygiene, engaging your audience, and ensuring your email authentication is impeccable. These practices contribute to a robust sender reputation that benefits you regardless of the specific ISP. When issues arise, clear communication with your ESP and referencing official ISP postmaster resources will be your most effective tools.
Orange.fr when sending through 
Klaviyo can be a frustrating experience. This particular error indicates that Orange.fr is rejecting your email even before the full SMTP conversation can begin, meaning it's an issue with the initial connection attempt from the sending server.
Gmail, for example, you can click the three dots next to an email and select 'Show original' to view the full headers. This will reveal the IP address from which Klaviyo is sending your emails. Knowing this IP allows you to generally assess the IP's reputation, though you won't be able to make direct changes yourself.
