Hostinger Reach · CS TrainingHostinger Reach · Training CS

Troubleshooting Hostinger ReachTroubleshooting Hostinger Reach

A systematic decision tree for diagnosing delivery, performance, limit, and import issues — so you can resolve most tickets at first contact instead of guessing. Alur diagnosis sistematis untuk masalah delivery, performa, limit, dan import — biar kamu bisa selesaikan sebagian besar tiket di kontak pertama, nggak asal tebak.

In this sessionDi sesi ini

5 diagnostic steps · predefined response macros · a repeatable decision tree · a short knowledge check 5 langkah diagnosis · macro respons siap pakai · decision tree yang bisa diulang · quiz singkat

FoundationFondasi

Why systematic triage mattersKenapa triase sistematis itu penting

Anyone can follow a setup guide. Diagnosing a Reach issue correctly — instead of guessing — is what separates a great support specialist from an average one. Semua orang bisa ikut panduan setup. Yang membedakan support specialist hebat dari yang biasa saja adalah kemampuan mendiagnosis masalah Reach dengan benar — bukan menebak.

Prevent churnCegah churn

Unresolved delivery issues are a top cause of cancellations.Masalah delivery yang tidak terselesaikan adalah penyebab utama pembatalan.

Build trustBangun kepercayaan

Solving complex problems correctly creates loyal customers.Menyelesaikan masalah rumit dengan benar menciptakan customer yang loyal.

Reduce escalationsKurangi eskalasi

A systematic approach resolves ~90% of cases at the first level.Pendekatan sistematis menyelesaikan ~90% kasus di level pertama.

Educate customersEdukasi customer

Teaching prevention reduces future tickets on the same issue.Mengajarkan pencegahan mengurangi tiket serupa di masa depan.

Doctor, not guesser:Dokter, bukan penebak: a doctor doesn't prescribe medicine before checking symptoms in order. The 5-step decision tree ahead works the same way — check the most likely, most fixable cause first. dokter nggak kasih resep sebelum cek gejala secara berurutan. Decision tree 5 langkah berikut bekerja dengan cara yang sama — cek dulu penyebab yang paling mungkin dan paling mudah diperbaiki.

Step 1 of 5Langkah 1 dari 5

Delivery issues → DNS first, then MailChannelsMasalah delivery → cek DNS dulu, baru MailChannels

Emails not arriving? Always start with DNS status before anything else. Email nggak sampai? Selalu mulai dari status DNS sebelum yang lain.

1

Find where DNS is managed.Cek di mana DNS dikelola. Hostinger nameservers → records added automatically. External DNS (Cloudflare, GoDaddy) → customer must add manually.Nameserver Hostinger → record otomatis ditambahkan. DNS eksternal (Cloudflare, GoDaddy) → customer harus tambah manual.

2

Check the 4 authentication records:Cek 4 record autentikasi: 2× DKIM CNAME (reach-a / reach-b._domainkey), 1× SPF TXT, 1× DMARC TXT.2× DKIM CNAME (reach-a / reach-b._domainkey), 1× SPF TXT, 1× DMARC TXT.

3

Only ONE SPF record per domain is allowed.Hanya boleh ADA SATU record SPF per domain. If the customer already uses Google/Titan/Microsoft, combine into one record — never add a second.Kalau customer sudah pakai Google/Titan/Microsoft, gabungkan jadi satu record — jangan tambah yang kedua.

4

If DNS is fully green and emails still fail,Kalau DNS sudah hijau semua tapi email tetap gagal, check for a MailChannels enforcement block. Escalate to Email T2 — do not speculate on the cause to the customer.cek kemungkinan blokir dari MailChannels. Eskalasikan ke Email T2 — jangan menebak-nebak penyebabnya ke customer.

Airport security analogy:Analogi keamanan bandara: SPF is the authorized-sender list at the gate, DKIM is the tamper-proof seal on the passport, DMARC is the rulebook for what happens when a passport looks fake. Missing one weakens the whole check. SPF itu daftar pengirim resmi di gerbang, DKIM itu segel anti-rusak di paspor, DMARC itu buku aturan kalau paspornya kelihatan palsu. Kalau satu hilang, seluruh pemeriksaan jadi lemah.

Response macros for this stepMacro respons untuk langkah ini

#rc-dns-add #rc-email-campaign-spam

Use these predefined messages once root cause is confirmed — no need to memorize their content, just when to reach for them.Gunakan pesan siap pakai ini setelah root cause dikonfirmasi — nggak perlu hafal isinya, cukup tahu kapan pakainya.

Step 2 of 5Langkah 2 dari 5

Campaign not performing as expectedCampaign performanya nggak sesuai ekspektasi

Delivered fine, but opens and clicks are low? This is a different diagnosis path from delivery failure. Terkirim dengan baik, tapi open dan click rendah? Ini jalur diagnosis yang berbeda dari kegagalan delivery.

MetricMetrik	CriticalKritis	NormalNormal	GoodBagus
Open rateOpen rate	<10%	15–25%	>25%
Click rateClick rate	<1%	2–5%	>5%

✗ Skip straight to content tipsLangsung loncat ke tips konten

Recommending subject line changes before confirming whether emails even reached the inbox.Menyarankan ubah subject line sebelum memastikan email benar-benar sampai ke inbox.

✓ Check inbox placement firstCek dulu penempatan inbox

Confirm spam/inbox placement, then optimize subject lines, sender name, CTA, and mobile formatting.Pastikan dulu masuk spam atau inbox, baru optimalkan subject line, nama pengirim, CTA, dan tampilan mobile.

Storefront window analogy:Analogi etalase toko: a great subject line is a storefront window — but it's pointless if the shop is hidden behind a wall (spam folder). Fix placement before decorating the window. subject line yang bagus itu seperti etalase toko — tapi percuma kalau tokonya tersembunyi di balik tembok (folder spam). Perbaiki dulu penempatannya sebelum mendekorasi etalase.

Response macro for this stepMacro respons untuk langkah ini

#rc-tips

Step 3 of 5 · Original content — not in source KBLangkah 3 dari 5 · Konten tambahan — tidak ada di KB sumber

"My emails land in Promotions, not the main inbox""Email saya masuk Promotions, bukan inbox utama"

This is expected behavior, not a delivery failure. Gmail's tabs categorize marketing-style emails — they still count as delivered and readable. Ini adalah perilaku normal, bukan kegagalan delivery. Tab Gmail mengkategorikan email bergaya marketing — email tetap terkirim dan bisa dibaca.

✗ Common misconceptionKesalahpahaman umum

"Promotions tab = spam = something is broken with my DNS or account.""Tab Promotions = spam = ada yang rusak di DNS atau akun saya."

✓ What's actually trueFakta sebenarnya

Promotions is a separate inbox tab, not a spam folder. It's Gmail's content categorization, largely outside sender control.Promotions adalah tab inbox terpisah, bukan folder spam. Ini kategorisasi konten dari Gmail, sebagian besar di luar kendali pengirim.

Mail sorting analogy:Analogi sortir surat: think of Gmail tabs like a post office sorting mail into "Bills," "Personal," and "Flyers" boxes at the same address — everything still arrived at the house, just in a different box. anggap tab Gmail seperti kantor pos yang menyortir surat ke kotak "Tagihan," "Pribadi," dan "Brosur" di alamat yang sama — semuanya tetap sampai ke rumah, cuma beda kotak.

Response macro for this stepMacro respons untuk langkah ini

#rc-email-promotions-inbox

Step 4 of 5Langkah 4 dari 5

"Limit exceeded" even though it doesn't look that way"Limit exceeded" padahal kelihatannya belum

The dashboard number customers see is often not the number the system is counting against. Angka yang dilihat customer di dashboard sering kali bukan angka yang dihitung sistem.

Limit typeJenis limit	What it meansArtinya
MonthlyBulanan	Total sends per billing cycleTotal kirim per siklus tagihan
CampaignCampaign	Max recipients per single sendMaks penerima per satu kirim
ContactKontak	Max stored contactsMaks kontak tersimpan
Free planPaket gratis	100 unique recipients / month100 penerima unik / bulan

Real exampleContoh nyata

Dashboard shows 52 emails sent, but sending is blocked at the "100" limit — because unique recipients count toward the cap, even ones later deleted. Deleting a contact doesn't free up quota.Dashboard menunjukkan 52 email terkirim, tapi pengiriman diblokir di limit "100" — karena penerima unik yang dihitung, bahkan yang sudah dihapus tetap terhitung. Menghapus kontak tidak membebaskan kuota.

Gym membership analogy:Analogi member gym: a "10 visits/month" gym pass counts every distinct visit, even if you cancel your membership afterward — the visits already happened. Unique recipients work the same way. kartu gym "10 kunjungan/bulan" menghitung setiap kunjungan berbeda, walau membership dibatalkan setelahnya — kunjungannya sudah terjadi. Penerima unik bekerja dengan cara yang sama.

Response macro for this stepMacro respons untuk langkah ini

#rc-maximum-limits

Step 5 of 5Langkah 5 dari 5

CSV import errorsError saat import CSV

Not a DNS or spam issue — this is purely about file structure. Bukan masalah DNS atau spam — ini murni soal struktur file.

1

Confirm the email column exists.Pastikan kolom email ada. A CSV without a clearly labeled email column will fail or import incorrectly.CSV tanpa kolom email yang jelas akan gagal atau ter-import dengan salah.

2

Check for custom field / header mismatches.Cek ketidaksesuaian custom field / header. Missing or misnamed headers cause segmentation problems later, even if the import "succeeds."Header yang hilang atau salah nama menyebabkan masalah segmentasi nanti, walau import "berhasil".

3

Set expectations on file history.Sampaikan soal riwayat file. Once imported, contacts merge into the main list — Reach does not store or let anyone re-download the original CSV.Setelah di-import, kontak menyatu ke daftar utama — Reach tidak menyimpan atau mengizinkan siapa pun mengunduh ulang CSV asli.

Form field analogy:Analogi kolom formulir: a CSV import is like submitting a government form missing the one required field — the whole form gets rejected or misfiled, no matter how correct everything else is. import CSV itu seperti mengisi formulir pemerintah tapi satu kolom wajib kosong — seluruh formulir ditolak atau salah arsip, walau semua yang lain sudah benar.

Response macro for this stepMacro respons untuk langkah ini

#rc-setup-add-contacts-CSV

RecapRangkuman

The full decision treeDecision tree lengkap

Run through this order before escalating — click each step as you internalize it. Ikuti urutan ini sebelum eskalasi — klik tiap langkah saat kamu menghafalkannya.

1. Delivery issue → check DNS colors, then MailChannels

1. Masalah delivery → cek warna DNS, lalu MailChannels

2. Campaign underperforming → confirm inbox placement, then optimize content

2. Campaign kurang optimal → pastikan penempatan inbox, lalu optimalkan konten

3. Promotions tab → reassure, this is expected

3. Tab Promotions → yakinkan customer, ini normal

4. "Limit exceeded" → identify which limit + unique recipient logic

4. "Limit exceeded" → identifikasi limit mana + logika penerima unik

5. CSV import errors → verify email column + structure

5. Error import CSV → cek kolom email + struktur

All predefined response macrosSemua macro respons siap pakai

#rc-dns-add #rc-email-campaign-spam #rc-tips #rc-email-promotions-inbox #rc-maximum-limits #rc-setup-add-contacts-CSV

All macros are available in English. You don't need to memorize their content — just recognize which step of the tree points you to which macro. Semua macro tersedia dalam Bahasa Inggris. Kamu nggak perlu hafal isinya — cukup kenali langkah mana yang mengarah ke macro yang mana.

Knowledge checkUji pemahaman

Troubleshooting Hostinger ReachTroubleshooting Hostinger Reach

Why systematic triage mattersKenapa triase sistematis itu penting

Delivery issues → DNS first, then MailChannelsMasalah delivery → cek DNS dulu, baru MailChannels

Campaign not performing as expectedCampaign performanya nggak sesuai ekspektasi

"My emails land in Promotions, not the main inbox""Email saya masuk Promotions, bukan inbox utama"

"Limit exceeded" even though it doesn't look that way"Limit exceeded" padahal kelihatannya belum

CSV import errorsError saat import CSV

The full decision treeDecision tree lengkap

Quick quizKuis singkat