Help
The things that stop a send, and how to reach a person
Most tickets are one of the answers below, and most of those are the product refusing to do something on purpose. If yours is not here, the form at the bottom does not need an account.
Common answers
- Pre-flight will not let my send go out
- My SPF says unknown rather than failed. Which is it?
- My daily limit is lower than the quota my relay gives me
The connector is warming up. While it is, the effective daily limit is the smaller of its own quota and the ramp -- 50 messages on day one, roughly doubling each week, 100,000 by day 28.
The ramp counts calendar days since the first send, not days you sent on, and a gap of a fortnight cools the IP off again. An IP that sent nothing for two weeks is closer to cold than warm, and stepping straight back to day 21's volume would undo the ramp.
It can be turned off on the connector. Turning it off on an address with no history is the single fastest way to lose a domain, which is why it is enforced rather than suggested.
- Somebody was suppressed by mistake. Can you undo it?
- A CRM sync is not updating a contact's status
- Can I use the API on the free plan?
- How do I get my data out?
- I raised a ticket and got no confirmation email
Raise a ticket
No account needed. You will get a reference on this page as soon as it is accepted -- it is the only handle either of us has on the ticket, so keep it.
Already have an account?
Sign in first. A ticket raised from inside the account arrives with the organisation attached, which saves a round trip asking who you are.