Does this service require a contract?
No contracts required and you can cancel at anytime. However, if you cancel, there is no refund for the prorated unused term.
Is there a limit to the number of subscribers I can add to my account?
No there are no limits. You can import as many subscribers as you have.
Is there a setup fee?
Yes, there is a $30 setup fee for Autoresponder and SMTP Relay services. There are setup fees for Dedicated Email Servers and the setup fees are assessed based on the server being ordered.
How long does it take for my account to get setup?
All accounts are setup manually so, for Autoresponder and SMTP Relay accounts it may take up to 48 hours, depending on our workload. Dedicated email servers may take up to 72 hours due to the complexity of the setup.
Should I use a domain with a website on it already or a new domain?
It's recommended that you get a separate domain that is different from your primary domain, just in case you end up on blacklists. Having a domain on blacklists may cause problems with search engines and your SEO efforts.
What payment methods do you accept?
We use Stripe as our payment processing partner, which allows us to accept Visa, MasterCard, American Express, JCB, Discover, and Diners Club.
Is there a delivery guarantee?
Unfortunately, no one can offer a delivery guarantee due to too many variables that go into email delivery. However, we will do our best to help you with any delivery issues you may experience.
Why aren't people getting my emails?
Unfortunately, no email service can guarantee 100% delivery. People change email addresses when they move or leave jobs, autoresponders are set up when people are on vacation and spam filters can trap messages before they arrive based on spam trigger words and phrases in the content.
Industry averages for delivery rates are 30-40% for business to business emails and 10-15% for consumer emails according to our experience. Your message content and your relationship with your list (whether or not they white listed you in their email client) also have a lot to do with successful delivery. With SMTP Depot's autoresponder services, you are able to see exactly who has opened which email over time and you should work on improving your open rates. Without these valuable reporting tools in our platform, you'd never have any idea who is receiving your emails and how they are engaging with them.
What's the difference between a hard bounce and a soft bounce?
A hard bounce is an email message that has been returned to you because the recipient’s address is invalid. A hard bounce might occur because the domain name does not exist, the recipient is unknown, or there is a network problem on the recipient’s end.
A soft bounce is an email message that gets as far as the recipient’s mail server, but is bounced back before it reaches the recipient. One of the most common causes for a soft bounce is a full mailbox. This will happen A LOT with your subscribers who use free email services like Yahoo and Hotmail, because their relatively low email storage quotas on free email accounts.
If I’m unhappy with the service can I get a refund?
Because this is a service with ongoing overhead cost there are no refunds. However, you can cancel at any time.
What behavior will get my account suspended?
Users may not:
- Send email to a user who has requested removal at any time.
- Attempt to hide or render in-operable the unsubscribe link.
- Attempt to hide or use a false physical mailing address in violation of the CAN-SPAM act.
- Use a deceptive, misleading, or unrelated subject line.
- Sending Unsolicited email (SPAM).
What should I do if my account is suspended?
If your account is suspended. Please contact our support desk and create a support ticket. We will contact you and work with you to figure out what the issues are and help you resolve them. WARNING: Getting belligerent and or insulting with support staff will get your account terminated immediately and permanently.
We want your business and will work hard to keep it. However, we reserve the right at our sole discretion to terminate your account for violations of our terms of service. If that were to occur, you will receive an explanation why your account was terminated. If your account is terminated, there will be no refund for the unused term.
What content isn't allowed?
The SMTP Depot service may not be used to distribute any content that is
In addition, the service may not be used to distribute the following types of content, due to their likelihood to create delivery problems for our customers through higher than normal bounce rates, and complaints.
- 1. Drug or medication advertisements, whether legal or illegal.
- 2. Escort or dating services
- 3. Online casino or gambling content.
- 4. Any type of betting or handicapping service.
- 5. Any type of content for which you do not have the recipients express consent to use.
What if my IP(s) gets blacklisted?
If your IP(s) get on a blacklist we will notify you that your IP(s) are on whichever blacklist(s). You will have the option ignoring it, request removal on your own or we can provide you with blacklist removal services for $5/IP/Blacklist. Ex: you have one IP listed on 3 blacklists. We will send you an email informing you that your IP(s) are blacklisted and provide you with the IP blacklisted along with the name of the blacklist. At this time you have 3 options:
Option 1: Ignore it and do nothing. Ignoring being blacklisted can have a MAJOR negative impact on email delivery.
Option 2: You can contact the blacklist(s) in question and request removal yourself.
Option 3: We will take care of removing your IP(s) from the blacklist for $5/IP/Blacklist(s). (Blacklist removal can take up to a week or longer depending on the blacklist involved and their policies).
It is always best to try and stay off of blacklist by practicing good email sending behaviors such as, only emailing people who have opted into your list. Double or confirmed opt-ins are always best practices. Do not scrape emails. If you purchase leads from anywhere other than us please be sure to verify email addresses through a reputable verification service. Have an obvious unsubscribe link in each email and make sure all emails are CAN-SPAM compliant.
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8620 Peace Way
Las Vegas, NV 89147