Symptoms
- Error: "The email domain for recipients must be the same as your sign-up account or verified domain."
- Error: "Invalid file format" when uploading recipient lists.
- Simulated phishing links are inaccessible or blocked by internal security filters.
- Recipients not appearing in the simulation dashboard after upload.
Common Error Messages
- "The email domain for recipients must be the same as your sign-up account or verified domain."
- "Invalid file format."
- "Connection restricted" when clicking simulation links.
The most common solution for phishing simulation errors is to verify your domain ownership in the TrendAI Vision One console to remove recipient restrictions.
How Do I Fix Domain Verification Errors?
You must verify your domain to send simulations to more than five employees or to use domains different from your sign-up account.
- Log in to the TrendAI Vision One console.
- Navigate to Phishing Simulation Assessment > Edit Settings > Domain Verification.
- Follow the on-screen instructions to verify ownership via DNS or alternative methods.
Without verification, you are limited to a maximum of 5 employees sharing the same domain.
Why Am I Getting an "Invalid File Format" Error?
This error occurs when the CSV upload does not match the required system template.
- Navigate to Phishing Simulation Assessment > Recipient Data Source.
- Click CSV template: Download to get the correct format.
- Populate the downloaded file with your recipient data without changing the header structure.
- If the error persists, try clearing your browser cache or switching to Google Chrome or Microsoft Edge.
What Are the Recipient Limits for Simulations?
TrendAI Vision One supports large-scale simulations but has specific file size limits for manual uploads.
- CSV Uploads: Maximum file size is 4 MB (approximately 15,000 users).
- AD Sync: There are no recipient limitations when using Active Directory synchronization.
- Frequency: You can send phishing simulations to the same recipients an unlimited number of times.
How Do I Fix Blocked Phishing Links?
If users cannot access the simulation links, your internal network or security gateway is likely blocking the traffic.
- Go to Phishing Simulation Assessment > Edit Settings > Allow List Settings.
- Add the required IP addresses and domains provided in the console to your corporate firewall or email gateway.
- Refer to the Phishing Simulation Assessment General Allow List Settings documentation for the most current list of values.
Can I Customize Phishing Email Templates?
You can customize the text and sender details, but advanced graphical editing is currently limited.
- Supported Edits: You can modify the sender's name, the subject line, and the body text.
- Images: Uploading custom company images is currently not supported.
- Future Updates: Enhanced editor functions are on the product roadmap for TrendAI Vision One.
FAQs
How many people can I test if my domain is not verified?
If your domain is not verified, you are limited to sending the simulation to a maximum of 5 employees.
Does TrendAI Vision One limit how often I can run a campaign?
No, there are no limits to the number of times a simulation campaign can be conducted for the same or different recipients.
Why can't I upload a CSV with different domains?
For security and anti-spam reasons, all recipients in a single CSV must belong to the same verified domain or the domain used during sign-up.
What is the maximum CSV file size?
The maximum size for a recipient CSV upload is 4 MB, which typically covers about 15,000 rows.
What should I do if my internal network restricts the simulation link?
You must add the Trend Micro simulation URLs and IPs to your internal "Allow List" found under the Phishing Simulation Assessment settings.