You send an email, but it never arrives. Then you get an email from us: outgoing email from your domain name is blocked by our spam filter. What happened? And how do you fix it?
Why is my email blocked?
By default, a domain name can send 50 emails per 24 hours. Go over your limit, and our spam filter blocks all outgoing email from that domain name. Automatically.
Strict? Yes. But it protects you. If someone breaks into one of your mailboxes, they can't send thousands of spam emails in your name. It also keeps our mail servers trusted, so your emails land in the inbox, not in the spam folder. Read more in how many emails can I send?
A block usually starts with one of these:
- A mailing. You sent one message to a big group, for example 120 club members.
- Your website sends them. A contact form or a script sends emails. Spam bots love forms without protection.
- A hacked mailbox. Someone uses a stolen password to send spam.
How do I know I'm blocked?
We email you as soon as the block starts. The email goes to the contact address of your account, or to your mailbox. It lists every domain name that is blocked.
How do I get unblocked?
Step 1: Wait 24 hours. The spam filter counts the emails of the past 24 hours. If we lift the block sooner, it starts again right away. So after a block, there's always a wait of at least 24 hours.
Step 2: Stop the cause. Is your website sending the emails? Fix that first, for example with a captcha on your form. A hacked mailbox? Change its password.
Step 3: Contact us. Send us the email address of your account, your support PIN and the blocked domain name. Tell us what caused the block and what you did about it. Then we lift the block.
Good to know: emails you sent during the block are not sent later. Send them again yourself once the block is gone.
Need to send more than 50 emails a day?
We can raise your limit. Contact us and answer these questions:
- What kind of emails do you send?
- Who do you send them to?
- Did these people agree to get your emails?
On a Basic plan, the limit stays at 50. On other plans, we can raise it to about 300 emails per 24 hours. For about 1,000, you need at least a Power plan.
How do I prevent a block?
- Plan big mailings. Ask for a higher limit before you send, not after.
- Protect your forms. Add a captcha to every form on your website.
- Use strong passwords. A different password for every mailbox. Never share it.
- Send website email the right way. Read how to send emails via your website.
