[en] You can configure your email server settings to send email notifications from OneTrust using the Custom SMTP Relay methodology. This methodology is recommended for companies wanting full control over emails coming from the OneTrust application. Emails are sent from the application via SMTP configuration directly to the customer's email server. This works for any email server supporting SMTP.
Nota
[en] Some email servers impose daily limits to the volume of email traffic sent. Ensure your server supports the expected capacity relative to how you're planning to use OneTrust.
[en] To add a SMTP account
[en] You can add multiple SMTP servers in the application and configure through which SMTP server emails are sent based on specific rules and conditions that you can define. Emails can be sent through specific SMTP servers based on the organization to which the user belongs as well as have emails come from SMTP servers for multiple different brands and countries.
Nota
[en] Once SMTP servers are added, you will need to configure rules to control from which server certain emails are sent. For more information on configuring SMTP rules, see Configuring SMTP Email Rules.
[en] Click the gear icon 
in the upper right-hand corner to access Global Settings.
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[en] On the menu, select . The Email Settings screen appears.
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[en] On the Accounts tab, click the Add button. The New Email Account screen appears.
[en] Select SMTP and click the Next button. The SMTP Details screen appears.
[en] Complete the fields. For more information, see SMTP Details Screen Reference.
[en] Click the Test button to test the configuration.
[en] Click the Create button.
[en] SMTP Details Screen Reference
[en] To change the default SMTP server
[en] When no defined rules are met, notifications will be sent from the default SMTP server account. You can set a new default SMTP server using the following procedure.
[en] Click the gear icon 
in the upper right-hand corner to access Global Settings.
[en] On the menu, select . The Email Settings screen appears.
[en] Hover over the email account you want to set as the default, and click the Context Menu icon that appears.
[en] On the menu, select . The Change Default modal appears.
[en] In the Current Default field, select the SMTP server you want to set as the default.
[en] Click the Save button.
[en] To edit an SMTP server
[en] Click the gear icon 
in the upper right-hand corner to access Global Settings.
[en] On the menu, select . The Email Settings screen appears.
[en] Click the link in the Email Account column for the SMTP server you want to edit. The SMTP Details screen appears.
[en] Modify the SMTP server settings, as needed.
[en] Click the Test button to test the configuration.
[en] Click the Save button.
[en] To delete an SMTP server
[en] Click the gear icon 
in the upper right-hand corner to access Global Settings.
[en] On the menu, select . The Email Settings screen appears.
[en] Hover over the email account you want to delete, and click the Context Menu icon that appears.
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[en] On the menu, select . The Delete SMTP modal appears.
Nota
[en] You can also click the Delete button on the respective SMTP Details screen. In addition, if you are attempting to delete the default SMTP server, you must select a new default server on the Delete SMTP modal.
[en] Click the Save button.
[en] Custom SMTP Relay FAQ
[en] The following responses are supported solutions to frequently asked questions (FAQ) on email server configuration using the custom SMTP relay methodology. The OneTrust team continuously monitors these inquiries and will make additional FAQ available as they are identified.
1. | [en] I've completed my email server configuration but am still experiencing email delivery issues. What are some steps I can take to troubleshoot my issue? |
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[en] If your organization has strict email content filtering policies, check for server activity related to the Admin Portal IP Addresses associated with your tenant. Please also consider safelisting the Admin Portal IP Addresses associated with your tenant.
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2. | [en] I've configured SMTP email settings but the emails aren't being received by assigned users or user groups. |
| [en] For organizations that use AWS as a SMTP provider, request subtask reminders and user groups notifications sent to over 50 users will not be sent. This is a restriction enforced by AWS that only allows a maximum of 50 recipients for an email. OneTrust encourages our customers to be mindful of their subtask and user group management if this scenario applies to your account. |
