We offer our customers a support ticket system through which you can receive direct, fast and individual help and support for all questions and problems.

To reduce your waiting time and support requirements, please follow these simple instructions:

When you open a support ticket, tell us about your original problem. Do not tell us what you think is causing your problem. Instead, describe exactly what happened and what you did before it happened. And why this is a problem for you.

Example of a misunderstood support ticket

User’s explanation of the problem: “Your IP address is blacklisted and needs to be removed as soon as possible.”

The problem with this ticket: we know for a fact that the blacklist is not a problem, it is closely monitored by us, and most likely the IP address they are looking at is one that does not even send emails from our platform, nor is it mentioned in the headers of emails our customers send. Now we’re debating whether or not blacklisting a particular IP is actually relevant, but that doesn’t help solve your problem. Better would be to say “I tried to do X, I expected Y, but instead Z happened.” That way, the problem would probably have been solved or clarified very quickly.

The real issue that needed to be resolved: an email was sent and the recipient says they didn’t receive it. In almost all cases, we have logs of the recipient’s mail server receiving the email from us and confirming that they will deliver it. We can provide you with these logs and you can forward them to the recipient, who can ask their mail provider to check what happened to the missing email message.