Email SMTP FAQ
Here you can find the answers to the most asked Email and SMTP related questions.
In case your question is not answered here, please contact support.
Orders
You can place orders using our website.
An order becomes final when the payment is successfully processed.
NO! We offer per month pricing an all services, and 3 month pricing for cold email packages.
This means you can cancel your service at any time, before the new period is billed, and will not be billed for the coming month.
Important: The renewal invoicing is done 1 week prior to the start of the new billing period.
In case you do not wish to continue a service please make sure to cancel te service at least 8 days before the service renewal date
If the renewal invoice is not paid (automatically) within 5 days, the monthly billing is set to a “suspended” state. If no payment is made before the renewal date, the service will automatically be terminated and related data will be destroyed on the day the new period would normally start.
Important: The renewal invoicing is done 1 week prior to the start of the new billing period. This means cancellations need to be done at least 8 days prior to the renewal of services, to avoid auto renewal and related billing.
You can cancel a service on the subscriptions page.
Please be aware that cancellation of a service is instantly and all data related to the service is deleted directly upon cancellation.
In case a service is not cancelled before the billing date, the service remains active and the renewal can not be reversed.
Remove your used billing method from your account to disable auto rebilling, or if you want to use a different payment method, without canceling your service.
Since we do all setups manually, we need some time to setup your ordered services. All orders are normally delivered within 3 working day
In some cases it might take an extra day, but we will always inform you.
Please contact us prior to ordering in case you require an expedited setup!
Important: Upon provisioning your ordered service, we always adjust the start of the billing period, so you never pay for the time you had to wait for the delivery of services.
Technical / Deliverability
Every new SMTP server needs proper warmup procedure to be completed before you can send emails at a higher speed. Therefor you can’t simply blast emails from day one.
A warmup using our regular warmup scheme takes around 6 weeks. Warmup via our AI Warmup, takes around 3 weeks.
Yes, you can request an IP swap.
In case you want us to swap your IP for a new one, we charge $50.
Please understand we can’t use your old IP for at least a year.
Contact support to request a swap
Yes, domain changes are possible.
In case you want to change the main domain of the SMTP Server we have to charge $95 to do so (This requires a full reinstall).
If you want to swap an additional domain, we do not charge for the first one. Extra additional domain swaps cost only $25.
Please contact support to request a swap
If your SMTP Server is hurt beyond repair we offer a 1-time reinstall of your SMTP server, with included IP and Domain swap, for only $75.
If your SMTP Server becomes unrepairable again, we charge a reinstall fee of $125.
Please contact support to request a reinstall.
In order to connect via an email client, or external software, please use the following settings:
Incoming mail:
Protocol: IMAP
Port: 993 (with SSL)
Outgoing SMTP service:
Protocol: SMTP
Port: 587
The hostname, username and password will be provided upon service delivery
Finance
Directly when the paid order is received, our systems get to work and for example automatically order hardware at our infrastructure partners.
This means that directly after making the payment by you, we incur costs as well. Therefor: we do not offer any refunds.
We currently support the following payment methods:
Crypto Payments:
– Bitcoin (BTC)
– Litecoin (LTC)
– Dogecoin (DOGE)
– Monero (XMR)
Credit Card Payments (via Stripe)
– Visa
– Mastercard
If you don’t know how to pay in crypto feel free to reach out to us via support@smtp-service.net, via our ticketing system (in the my account section) or via live chat. We are here to help you.
As an additional service we also allow payment via Creditcard. We do charge a processing fee of 7,5% for any payments via creditcard.
Since we incur high processing fees from the payment processors and are subjected to additional risks when accepting creditcard payments, we have no other choice than applying a surcharge for creditcard payments.
If possible, please use crypto payments to avoid these useless costs, that do not benefit anyone but the payment processors.
The renewal invoicing is done 1 week prior to the start of the new billing period.
If the renewal invoice is not paid within 5 days, the monthly billing is set to a “suspended” state.
If no payment is made before the renewal date, the service will automatically be terminated and related data will be destroyed on the day the new period would normally start.
Complaint, Spam and Blacklist handling
You can find our full anti spam policy here.
When we receive an abuse or spam complaint the following procedure is in effect:
- When a complaint is received regarding you services, your SMTP connection will temporarily be disabled. This to avoid any additional complaints.
- Support will inform you about the complaint and will invoice you the standard administrative fee of $50 to address the issue as requested by the complainer.
- After receiving payment we will address the complaint.
- In case we would require any information from you, you will be contacted via our ticketing system.
- Directly after the issue is resolved your services will be reinstated.
Good to know:
We will always provide the original complaint to you…
Because transparency is key.
No, we do not shut you down because of an abuse complaint.
As long as you comply with our anti spam policy and our general Terms and Conditions we are here to assist you in case something happens.
If your IP or Domain ends up blacklisted our delisting service can assist in removing them for you.
The costs of this service are $35.
In case the delisting is unsuccessful this amount is refunded to your account funds.