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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
- 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?
Every list page has an Export CSV button, on every plan, with no request form and no waiting. Know what it hands you: the rows that page is currently showing -- one page of the list, not the whole table -- in the columns that list shows rather than every field. Filter or sort the list first and the export follows it, a page per file.
There is no whole-account export in the product yet, so we are not going to call the button one. On a plan with API access you can page through the collection endpoints yourself and get every field. Otherwise raise a ticket below and a person will take the extract off the host for you.
A lapsed subscription drops the organisation to the free plan rather than locking it. Non-payment is a billing problem, not grounds for holding records hostage.
- 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.