Migrating to SMTP2GO - FAQ

This article covers common questions we receive from customers migrating to SMTP2GO from another ESP / SMTP provider. If you have specific questions relating to your situation which are not answered below then please contact our support team directly.

Do you have a free plan?
Yes, the free plan allows 1,000 emails per month and has a limit of 200 emails per day (a 25 per hour limitation applies if no sender domains are verified). It is also restricted to 5 verified senders and sending history is visible for 5 days. The free plan is a great way to get set up and sending before upgrading for more email volume per month, removing restrictions and gaining access to extra account features such as subaccounts, SMS messaging, email overage, email testing tools and email archiving.  

How do we get set up and send emails?
You will need to create an account and verify your sending domains. Then, depending on how you plan to send (SMTP or API), you can begin to get your email software set up. View our Getting Started with SMTP2GO article for further information.

Can I sign up with my Gmail or Yahoo email address?
No, you must use an email address at a domain of your own or a business domain. Addresses from free email providers are unable to sign up. We also do not provide anyone with an email address at our domain.

Do you provide setup assistance?
Yes, we have a range of detailed setup guides and full API documentation. If you encounter issues at any point, you can contact our support team to assist further. We also have an extensive help desk with articles for all features of your account.

When is support available and what options are available?
We understand how important quality support is and having access immediately when you need it. We provide localised support for all time zones via ticket, live chat and phone. Support team members are located in the European Union, United States, United Kingdom, New Zealand, Australia, and South America.
Note: After 14 days, the free plan is limited to ticket support only.

Can we send cold emails?
No, our Terms of Service prohibit sending cold emails. We require that all sending is to 100% opt-in recipients only.

Can I have multiple domains or addresses sending through one account?
Yes, the free plan allows up to 5 domains or single sender emails in total to be verified. Paid plans do not have a limit on the number of domains or single sender emails you verify.

If you are an MSP or provide service for multiple clients, you may wish to create separate Subaccounts for each client and manage those from your master account. Subaccounts are available on all paid level plans. 

Are there hourly or daily limits?
Paid plans: Once fully activated (a one-time seamless process) there are no daily or hourly limitations.

Free plan: If a sending domain has not been verified there is a limit of 25 per hour (removes automatically once a domain is verified) and there is a 200 per day limitation - emails sent above this will be held in the mail queue and delivered the next day.

Where are your servers located?
We currently have inbound servers in Fremont (CA), Newark (NJ), Frankfurt (Germany), London (UK), Singapore, and Sydney (Australia). We also have data centers in Chicago (IL), Reston (VA), and Amsterdam (the Netherlands), and Sydney (Australia) which securely send emails and store your account information. View our worldwide server locations guide for more information.

Where is my data stored?
Your data will be stored at the data center your account is assigned to at the time of sign up. E.g. if you sign up from Australia, you will automatically be set to the Australian data center. To verify where your data is stored, please see our Verify Data Center and Server Location article and if you have questions, please reach out to our support team. Data is deleted after 35 days unless you make use of the Email Archiving feature available as a paid add on.

What is the server name/hostname?
We recommend you connect to mail.smtp2go.com which will connect you to the nearest server for efficiency.

If you prefer to only connect to a country specific server, use:

USA: mail-us.smtp2go.com
Europe: mail-eu.smtp2go.com
Australia: mail-au.smtp2go.com

Alternatively, if your device/software cannot connect to a server name, we have a set of static IPs which you can connect to directly.

Do you support SSL/TLS and what port should I use?
SMTP2GO supports SSL, TLS or none. You can connect using the following ports with the appropriate encryption type:
TLS or no encryption: available on ports 25, 2525, 8025, 587 and 80.
SSL: available on ports 465, 8465 and 443.

What are acceptable bounce and spam percentages?
Bounce: 0-8% = Good | 8%-12% = Fair | Above 12% is poor (too high)
Spam: 0-0.06% = Good | 0.06% to 0.10% = Fair | Above 0.10% = poor (too high)
View detailed information on our Bounce/Spam Percentages and Ratings article. If there is ever an issue or our team notices unusual sending, they will make contact via email ticket providing information and ask you to investigate.

How can I see delivery details for sent emails?
You can view detailed information for each email sent on your 'Reports > Activity' page and filter by specific events, time frames and search for recipients, senders or subjects - this gives you valuable insights into what happened for each email. The 'Reports > Summary' page gives a basic summary and totals, and the Charts page gives a visual representation of your sending.

How long is reporting available for?
The free plan has 5 days of sending history visible. Paid plans have 30 days of sending history visible.
Email Archiving is available for accounts on paid level plans as a paid add on which allows you to store email delivery details, content and attachments for 1-5 years. You can export data from selected reporting pages.

Can we have multiple team members access the account?
Yes, you can invite team members via the 'Settings > Edit Team' section of your account and set certain permissions such as Owner, Admin or Reports only access. Two-factor Authentication can be enabled and enforced for all team members.

Do you offer suppression management?
Yes, this is taken care of in the account on the 'Reports > Suppressions' page. Emails that have hard bounced will be added to the Suppressions page for a period of 7 days (unless manually removed sooner). Unsubscribes or if a recipient marks an email as spam will be added to the Suppressions page indefinitely. You can manually add suppressions (singularly or upload a list). For addresses that are suppressed, any future attempts to them will be rejected.

Do you have templates?
Yes, API users can now easily manage their email templates by creating, editing, testing, and previewing them directly from the 'Settings > Templates' section of the dashboard.

Can I upload contacts?
We do not cater to contact management at this point in time.

What is the maximum email size?
The maximum size limit per email is 50MB.

Can I have a dedicated IP address?
A dedicated IP address is included automatically on all plans from 100,000 emails per month and above. Further additional dedicated IPs can be added (price per IP per month) for high volume senders or to split sending using IP pools. For more information and to help you decide if you need a dedicated IP, please view our Dedicated IPs article.

What is the maximum sending speed and how can we speed up delivery?
By default, the sending speed allows up to 200,000 emails per hour and this can be increased for larger volume accounts if needed. We allow up to 40 concurrent connections and up to 2,500 emails can be sent per connection. View our 'How to speed up email delivery' guide for more information.

What payment options are available?
We allow all major cards, PayPal, and wire transfers (annual subscriptions only).

What happens if I reach my monthly limit?
We email team members who have 'Notifications' enabled once you reach 80%, 90% and 100% of your monthly email volume. Paid plans can go into email overage which allows you to continue sending up to three times over your initial limit. This is called overage and is charged per 1,000 extra emails sent.

Do I have to set up SPF and DKIM?
SPF and DKIM are taken care of when you verify your sending domain(s) on the 'Settings > Verified Senders > Sender Domains' section of your account. Verifying your domain(s) will help to ensure you get the best deliverability rates. You do not need to make updates to your domain's SPF record, and you do not need any additional MX records to use our service.

How do you maintain the best IP reputation?
We have a dedicated review team who monitors our IPs' reputation and ensure the sending of all accounts complies with our ToS. If there is ever an issue with an IP we will immediately investigate and can make changes so sending is not affected.

How can we ensure our emails go to inbox?
There are a range of factors relevant to reaching a recipient's inbox - the main points include; writing quality content, verifying your sender domain so it aligns for SPF and DKIM, and ensuring your domain is not on any blacklists. You can test emails before sending using our Email Testing tool (available on plans of 100,000 emails per month and above) or a service such as Mail-Tester to see how they will score with spam filters. Further detail can be found at the end of our Troubleshooting Email Delivery article.

Do you offer any guarantee?
We provide an industry-leading 100% Service Level Agreement - your emails will be delivered, or you get your money back. In addition, we offer a full 30 day Money-Back guarantee. We operate a strict anti-spam policy which means that we only allow our servers to be used for legitimate purposes. This ensures that our IP addresses stay off blacklists.

Do you offer a non-profit discount?
Yes, please see our non-profit discount article for more information and how to apply.

Is SMTP2GO GDPR compliant?
Yes, please view detail on our Privacy page and you can view the Data Processing Agreement in your account on the 'Settings > Display Settings' page.

What integrations are available?
You can integrate SMTP2GO with any software that allows you to set the outgoing SMTP settings. We provide a WordPress Plugin, cPanel plugin, Slack App and further common setup guides to follow. If you have specific software that you need assistance with, please reach out to our support team.


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