Summary
The Braze soft bounce error 'unable to get mx info: failed to get IPs from PTR record' indicates a recipient domain's DNS configuration issue. While soft bounces are typically temporary, this specific error points to a problem with MX record resolution (inability to locate the recipient's mail server) and/or a failure in reverse DNS lookup using PTR records (inability to verify the sending server's legitimacy). This can stem from misconfigured or missing MX records, DNS server problems, or issues with PTR record setup. While some suggest the error could be a Braze logging/reporting bug, the consensus leans toward a DNS problem on the recipient's end, potentially impacting sender reputation and requiring exclusion of problematic addresses after repeated failures.
Key findings
- MX Record Resolution Failure: The sending server cannot find the mail exchange (MX) record for the recipient's domain, preventing it from routing the email correctly.
- PTR Record Lookup Failure: Reverse DNS lookup using PTR records is failing, preventing the sending server from verifying the authenticity and legitimacy of the email source.
- Recipient-Side DNS Issue: The problem primarily originates from the recipient's domain DNS configuration rather than a widespread email delivery issue.
- Potential Braze Bug (Minority View): A few sources suggest that the error message might be due to a Braze-specific logging or reporting issue, not necessarily a DNS problem on the recipient's end.
- IETF Fallback not possible: RFC 5321 specifies a fallback to A records if MX records are missing, but this error occurs before that fallback process
Key considerations
- Recipient Notification: If feasible, notify the recipient about the DNS configuration issue and encourage them to check their MX and PTR record setup.
- Sender Reputation Monitoring: Monitor sender reputation closely, as repeated soft bounces due to this error can negatively affect email deliverability in the long run.
- Address Exclusion Strategy: Implement a strategy to exclude problematic recipient addresses from future mailings after a certain number of consecutive failures to prevent reputation damage.
- Use DNS Diagnosis Tools: Use tools like Google Admin Toolbox to diagnose if the recipient's DNS records are correct and configured as expected
- Temporary v. Persistent: Even though it is categorised as a soft bounce, given the DNS nature it is likely a persistent issue and less temporary
What email marketers say
10 marketer opinions
The Braze error code 'soft bounce' with the specific message 'unable to get mx info: failed to get IPs from PTR record' generally indicates a problem with the recipient domain's DNS configuration. The sending server is unable to retrieve the MX record for the recipient domain, and/or the reverse DNS lookup (PTR record) is failing, preventing verification of the server's legitimacy. While soft bounces are often temporary, this specific error points to a deeper DNS issue on the recipient's side, potentially impacting sender reputation if these bounces become frequent.
Key opinions
- MX Record Issue: The error 'unable to get mx info' means the sending server could not find the mail exchange (MX) record associated with the recipient's domain. This prevents the sender from locating the recipient's mail server.
- PTR Record Failure: The error 'failed to get IPs from PTR record' suggests a failure in the reverse DNS lookup. The sending server cannot verify the legitimacy of the recipient server, as the IP address is not resolving back to a valid hostname.
- DNS Configuration Problem: The underlying cause is generally a misconfiguration, missing MX record, or reverse DNS setup issue at the recipient's domain. This prevents the sending server from routing the email correctly.
- Temporary vs. Persistent: While soft bounces are often temporary, this DNS-related error suggests a more persistent problem on the recipient's end, rather than a simple temporary server issue.
- Bad Domain: In some cases the domain can be bad which has issues with its MX record setup or reverse DNS configuration.
Key considerations
- Recipient Domain Issue: The problem lies with the recipient's domain DNS configuration, not the sender's. The sender has limited control over resolving the issue.
- Sender Reputation: While a single soft bounce isn't critical, repeated soft bounces due to this error can negatively impact the sender's reputation, leading to deliverability problems.
- Address Exclusion: After multiple failed delivery attempts due to this DNS issue, consider excluding the recipient address to protect sender reputation.
- Check recipient domain: If you can contact the recipient through other channels notify them to check their domain's records.
Marketer view
Email marketer from Email Marketing Tips Blog explains that bounces are always bad but the error code indicates a DNS related problem on the receiving side. As a sender, there's often not much you can do except note the error and potentially exclude the address after multiple failed attempts.
22 Sep 2021 - Email Marketing Tips Blog
Marketer view
Marketer from Email Geeks explains that a bounce reason 'unable to get mx info: failed to get IPs from PTR record: lookup <nil>: unrecognized address' from SendGrid indicates a delivery attempt to a recipient domain with a missing or malformed MX record. The reason text comes from some bit of logic when complying with RFC5321#section-5.1 regarding fallback in the event of no MX.
3 Apr 2025 - Email Geeks
What the experts say
2 expert opinions
The Braze error code 'soft bounce' with the specific message 'unable to get mx info: failed to get IPs from PTR record' points to potential DNS issues. One perspective suggests it's likely a logging/reporting bug or a bad address/domain within Braze's system, while another highlights a misconfiguration or missing MX record on the recipient's domain, preventing the sending server from verifying legitimacy via reverse DNS lookup (PTR record).
Key opinions
- Potential Braze Bug: It could be a logging/reporting problem within Braze, unrelated to the recipient's DNS.
- DNS Misconfiguration: The recipient domain may have a misconfigured or missing MX record, hindering proper mail server identification.
- PTR Record Failure: Failure in reverse DNS lookup (PTR record) indicates the sending server can't verify the legitimacy of the recipient server.
- Bad address/domain: The address may just be badly formed, or the entire domain may be badly configured.
Key considerations
- Braze-Specific Issue?: Consider that the error might be a Braze-specific problem rather than a generalized email deliverability issue. Investigate any known Braze-related bugs.
- Recipient Domain Check: If possible, encourage the recipient to check their domain's DNS settings to ensure proper MX record configuration and a functional reverse DNS lookup.
- Address validation: It may be worth adding address validation in the sign up flow to avoid badly configured or temporary email addresses.
Expert view
Expert from Word to the Wise explains that this type of error strongly suggests an issue with DNS records, specifically with either the MX record lookup or reverse DNS lookup (PTR record). The recipient's domain likely has a misconfigured or missing MX record or the reverse DNS lookup is failing, meaning the sending server cannot verify the domain's legitimacy.
22 Oct 2022 - Word to the Wise
Expert view
Expert from Email Geeks suggests that Braze shouldn't be looking at PTR records, and there aren’t any IPs in them anyway and it's likely a logging / reporting bug more than anything else, but likely a bad address or bad domain
18 Jun 2025 - Email Geeks
What the documentation says
4 technical articles
Braze documentation defines soft bounces as temporary issues like a full inbox or server unavailability, prompting retry attempts. However, the specific error 'unable to get mx info: failed to get IPs from PTR record' suggests deeper DNS problems. RFC 5321 outlines a fallback to A records if no MX records are present, indicating the error occurs even before this. PTR records, as explained by EasyDMARC, are crucial for reverse DNS lookups, verifying a server's authorization by resolving IP addresses to hostnames. The Google Admin Toolbox is a resource for diagnosing DNS issues, including MX and PTR record setup.
Key findings
- Soft Bounce Definition: Generally, soft bounces are temporary issues with retry attempts (Braze).
- DNS Fallback: RFC 5321 specifies a fallback to A records if MX records are missing, but this error precedes that step.
- PTR Record Function: PTR records enable reverse DNS lookups, essential for verifying server authorization (EasyDMARC).
- DNS Diagnosis Tool: The Google Admin Toolbox can be used to diagnose DNS problems related to MX and PTR records.
Key considerations
- Temporary vs. Fundamental: While categorized as a soft bounce, the specific error suggests a fundamental DNS misconfiguration rather than a transient issue.
- Verification Importance: PTR records are critical for verifying the legitimacy of sending servers, potentially affecting email deliverability.
- Diagnostic Resources: Utilize tools like Google Admin Toolbox to verify DNS setup and troubleshoot deliverability problems.
Technical article
Documentation from Google Admin Toolbox provides a way to diagnose DNS issues. You can enter a domain and check that the DNS records are set up correctly including MX and PTR records.
10 Mar 2022 - Google Admin Toolbox
Technical article
Documentation from Braze Help Center explains that a soft bounce indicates a temporary problem, such as the recipient's inbox being full or the server being temporarily unavailable. Braze will retry sending to soft-bounced addresses.
5 Jan 2023 - Braze Help Center
Can 'invalid recipient' bounce messages be false positives and what should I do about it?
Do soft bounces affect email deliverability and sender reputation?
How are email bounce rates calculated and what is considered a good bounce rate?
How can I reduce soft bounces after a one-day email volume spike?
How do MX records impact email bounces and sender reputation?
What does SMTP Bounce Reason 4.1.8 (bad sender's system address) Domain of sender address does not resolve mean?
