Refund requests are handled case-by-case. Please contact support with the invoice number and context. 

We’ll notify you and retry the payment. If it remains unpaid, service may be paused until the balance is settled. 

Add or update your company and tax details in billing settings before the next invoice. For corrections to an issued invoice, contact support. 

Yes. When you click account settings go to Account and billing 

Yes. You can request a change anytime. By default, downgrades take effect on the next billing cycle. If you need immediate changes, contact support. + you always can partially upgrade your plan with extra IPs or domains

Extra emails over your plan limit are counted as overage and will be charged against the same CPM on the next month’s invoice. 

No. Plans are monthly subscriptions. Please see all the plans on our pricing page 

Email plans start at 10,000 emails per month for €25 per month. Please see all the plans on our pricing page

Major credit cards and SEPA (EU/SEPA countries). 

Plan fees are billed monthly on payment method of your choice. If you exceed your plan’s monthly volume, the additional usage is billed against the same CPM on the next month’s invoice. 

Invoices are issued via Stripe. You can download them via the Stripe receipt email or from your account’s billing settings. 

No, they are both optional for email delivery.

• BIMI (Brand Indicators for Message Identification): This is a branding tool that allows your logo to appear in the recipient’s inbox next to your email. It can help increase brand recognition and trust. However, it only works if your domain has a strong DMARC policy in place.
• ARC (Authenticated Received Chain): This is a technical standard that helps maintain email authentication when an email is forwarded or sent through an intermediary service (like a mailing list). It’s primarily relevant for email forwarders and is not necessary for most senders. 

Split the DKIM TXT value into multiple quoted strings. AWS Route53 enforces length limits; splitting resolves the error. Value will have to look like the string lower: “v=DKIM1;k=rsa;p=MIIBIjANBgkqhkiG9w0BAQEFA…IIBCgKCAQEAjUuUu1v6… (first part)” “xV4yU7yJ8f2u8n9B0t1c2v3N…6i7j8k9l0m…s7t8u9v0w1x2y3z… (second part)” “yJ8f2u8n9B0t1c2v3N5x7b9c1d2…9l0m1n2o3p4q5r6s7t8u9v0w1x2y3z… (third part)” “t3u0v1w2x3y4z+A1B2C3D4E5F6G7H8I9J0K1L2M3N4O5P6Q7R8S9T0U1V2W3X4Y5Z6A7B8C9D0E1F2G3H4I5J6K7L8M9N0O1P2Q3R4S5T6U7V8W9X0Y1Z2…wX8y2uU3u4C5cQIDAQAB” 

Yes. Configure a Return-Path CNAME on your sending subdomain so bounces can be handled reliably.

You need to add an MX (Mail Exchange) record to your domain’s DNS settings to tell the internet where to send your emails. Without an MX record, other mail servers won’t know which server is responsible for receiving mail for your domain.

Yes. Use a dedicated subdomain (e.g., mail.yourdomain.com) to isolate reputation (eg to separate commercial and transactional email) and simplify DNS and troubleshooting. 

Yes. Inboxroad enables sending only after full authentication and verification are complete. This is a critical step that ensures your emails are delivered successfully and establishes your domain’s credibility with receiving mail servers (like Gmail, Outlook, etc.).

The verification process requires adding three specific DNS records to your domain’s settings:

1. SPF (Sender Policy Framework): A TXT record that lists all the servers authorized to send emails on behalf of your domain. This tells recipients that the email came from a trusted source.
2. DKIM (DomainKeys Identified Mail): This record adds a digital signature to your emails. It allows the recipient’s server to verify that the email’s content wasn’t altered in transit and that it truly originated from your domain.
3. DMARC (Domain-based Message Authentication, Reporting, and Conformance): This is a policy record that tells a recipient’s server what to do with emails that fail SPF or DKIM checks (e.g., reject, quarantine, or monitor). It also provides you with reports on your email delivery, giving you insight into potential abuse.

More accessible by the link: https://www.inboxroad.com/documentation/how-to-verify-your-sending-domain/

In the Record name field, enter only the selector + _domainkey.

Example:
dlvm._domainkey

Do not include your domain name — Route 53 adds it automatically.

Use the selector + _domainkey as the host name.

Example:
dlvm._domainkey

Google automatically appends your domain, so don’t type the full domain.

Enter the selector + _domainkey in the Name field.

Correct:
dlvm._domainkeyIncorrect:
dlvm._domainkey.yourdomain.com

Use only the selector and _domainkey.

Example:
Dlvm._domainkey

Do not include your domain name.

Enter only the selector and _domainkey in the host field.

Example:
dlvm._domainkey

Do not add your domain name — Bluehost will append it automatically.

Use only the selector and _domainkey as the hostname.

Correct:
dlvm._domainkey

Incorrect:
dlvm._domainkey.yourdomain.com 

Do not include your domain name in the DKIM name field.

Correct:
dlvm._domainkey

Incorrect:
dlvm._domainkey.yourdomain.com

Use only the selector and _domainkey as the hostname.

Example:
dlvm._domainkey

GoDaddy automatically appends your domain.

When adding a DKIM record in Hostinger, you should only enter the selector with _domainkey as the hostname.

Correct hostname:
dlvm._domainkey

Incorrect hostname:
dlvm._domainkey.yourdomain.com

Hostinger automatically appends your domain name, so including it again will cause the record to be invalid.

Use only the selector and _domainkey as the hostname.

Example:
dlvm._domainkey

Namecheap automatically appends your domain.

No, you can only have one SPF record per domain.

If you need to authorize multiple services, combine them into a single line.

Example: v=spf1 include:smtp.deliverabilitymanager.net include:_spf.google.com ~all 

When setting up DNS records like SPF, DKIM, or MX, always make sure that:

• You are not including your domain name twice (many providers add it automatically).
• DNS changes may take up to 24–48 hours to propagate.
• You can only have one SPF record. If you need multiple include statements, they must be combined into a single SPF record line.
• Always double-check for typos or extra spaces in hostnames or values. 

Inboxroad secures all accounts with unique login credentials and authorizes only verified domains for email sending. Each domain must complete a DNS-based verification process to confirm ownership, ensuring no unauthorized emails can be sent.

Inboxroad does not scan emails sent directly through our SMTP servers, as we don’t store message data. However, emails sent via our internal sending system are monitored for harmful or non-compliant attachments to maintain network integrity. For third-party platforms like MailWizz or Ongage, content monitoring is handled by those systems. 

1. Notify Inboxroad Support immediately (we monitor major lists and will investigate).
2. We submit delisting requests where applicable (we own the IPs and handle provider communication).
3. To maintain continuity, we may assign a new clean IP.
4. You must fix root causes (list hygiene, content/links, easy unsubscribes, check for compromises). Delisting is effective only if issues are resolved. 

ISPs and security tools evaluate URLs in emails. A relevant, professional landing page signals legitimacy, aligns expectations between email and destination, and builds domain reputation. Linking to suspicious or irrelevant sites harms reputation and increases spam-folder risk.

Maintain list hygiene

• Remove inactive/unengaged,
• Segment for relevance
• Keep a consistent sending pattern (avoid spikes)
• Optimize content
• Concise, balanced text-image ratio(common recommendation today, the ideal ratio is often cited as 60% text to 40% images), avoid oversized attachments
• Monitor bounces to suppress repeatedly problematic addresses.

There is no single score that guarantees delivery. Use spam-word checkers to flag risky terms and inbox placement testing (seed tests) to see if you land in Inbox/Promotions/Spam and to surface issues with content or links. Follow best practices: personalize content, use clear subjects, keep a good text-to-image ratio(common recommendation today, the ideal ratio is often cited as 60% text to 40% images), and ensure clean HTML.

Yes, a poor sender reputation is not a permanent state and can be improved through a focused and disciplined approach. While being blacklisted by a recipient’s server can be a significant challenge, it is a signal that key aspects of your email sending practices need to be reviewed.

To rebuild your reputation, you must proactively address the root causes of the issue. This involves a comprehensive audit of your email quality and sending behavior, including:

• Content and Message Quality: Review the content of your emails for common spam triggers, such as overly promotional language, excessive use of all-caps or exclamation points, and irrelevant subject lines.
• Header and Technical Configuration: Verify that your email headers, links, and all technical settings (including SPF, DKIM, and DMARC records) are correctly configured. Poorly configured records can make your emails appear suspicious.
• Engagement Metrics: Focus on sending relevant, valuable content that encourages engagement (opens and clicks) and minimizes negative actions (spam complaints and unsubscribes). 

ISPs and spamfilters like Spamhaus monitor engagement. Opens, clicks, and replies raise reputation and inbox placement. Inactive recipients depress engagement and can trigger spam filtering. Cleaning your sending base regularly is essential. 

Delivery means Gmail accepted the messages; inboxing is where they land (Primary, Promotions, Spam). With a new domain and very low volume (e.g., ~500 emails), Gmail has little or no reputation for you, so early sends often go to Promotions or Spam.
What to do:

1. Warm up gradually over weeks/ Follow our warmup schedule to ensure good domain reputation
    
2. Always review your sending base it may occur that some of recipients will decrease your domain reputation which will cause heavier bounces. Be sure to avoid receivers that are listed below:
1. Non-existent Addresses: The email address may have been valid in the past but has since been deactivated, closed, or abandoned.
2. Fake or Disposable Addresses: The address might be a temporary, single-use email created to sign up for something without receiving follow-up emails.
3. Spam Traps: The email address is a “spam trap,” which is an address intentionally created by internet service providers (ISPs) to catch spammers. Sending to a spam trap instantly damages your reputation and can get your IP address or domain blacklisted.
3. Verify content
1. clear subject
2. text-forward template
3. avoid spammy language or shady links
4. keep good text to image ratio
1. Historically, and still a common recommendation today, the ideal ratio is often cited as 60% text to 40% images. Some stricter sources even suggest 80% text to 20% images.
2. Never send an email that is just one large image. This is the biggest red flag for spam filters and is terrible for accessibility and user experience.
4. Monitor Gmail Postmaster Tools to track reputation trends
   Inbox placement improves as positive engagement builds reputation. 

Yes. Your existing SMTP credentials continue to work; you also gain access to the campaign interface and analytics.

Yes. APIs are available for data pulls and operational tasks. View our API page for access details and documentation.

Yes. Webhooks are near real-time (typically within seconds) and cover deliveries, deferrals, bounces (with codes), complaints, opens, and clicks. Read more about webhooks here

Yes. Inboxroad has a native integration with Warmy. All setup steps are described in our documentation.

Yes. Inboxroad has a native integration with Mailwizz. All setup steps are described in our documentation.

Yes. Inboxroad has a native integration with Ongage. All setup steps are described in our documentation.

Only our development team has access to the private DKIM keys, as they are responsible for their generation and management. We assure you that other customers do not have access to any version of your DKIM keys, whether private or public.

The private DKIM keys are generated by our development team and are securely stored on our PowerMTA (PMTA) servers. The public version of these keys, which can be used to decode the private DKIM, is accessible via your dashboard.

For this, we utilize TLS (Transport Layer Security) as a standard protocol. This represents the most common and fundamental form of email encryption, ensuring that data is protected while in transit between mail servers or between a user and our mail server.

Our team continuously monitors sending patterns and delivery metrics to detect issues like spam or phishing. When irregular activity is found, we investigate immediately, notify the customer, and require corrective action to protect deliverability and maintain a secure network. 

Our development and infrastructure teams maintain close oversight of the mail server operations daily. Although direct 24/7 real-time incident response is not in place, our systems alert the team quickly to any irregularities. Urgent or critical issues that are flagged outside of regular office hours are escalated and addressed promptly by the on-call technical staff to ensure minimal disruption and maintain system integrity.

To build and maintain a good sending reputation, an IP address needs a steady amount of traffic. If the volume is too low, mailbox providers (like Gmail or Outlook) may treat the IP as “unknown,” which often leads to spam folder placement.

• Below 5,000–10,000 emails per month: Too little to establish a stable reputation.
• 10,000–50,000 emails per month: Enough to begin building a reputation if traffic is consistent and engagement is good.
• 50,000+ emails per month: Usually sufficient for ISPs to calculate and maintain a strong reputation.

Key points to remember:

• Consistency matters more than bursts: sending steadily every week is better than large, irregular spikes.
• Engagement is crucial: low volume can still work if recipients open, click, and rarely complain.
• Idle IPs decay: an IP left unused for weeks or months may lose its reputation, requiring a warm-up again.

In short: aim for a few thousand emails per week per IP, sent consistently to engaged users.

Either the MTA is still binding to the old IP or caching is in play (DNS or the test tool). Check the “Received:” headers to confirm the sending IP, force the new IP binding in your MTA, and retest with a fresh mail-tester address.

Yes. Contact support to request a change. Swapping to a new IP costs €39. Changes can take up to 48 hours to propagate. After receiving a new IP, perform a proper warm-up (start low volume to engaged recipients and ramp gradually over weeks).

Gmail auto-links plain text addresses (opens Google Maps), phone numbers (on mobile, starts a call), and email addresses (opens a new compose window). This behavior is automatic in Gmail web and mobile apps.

It helps prevent Gmail from threading transactional emails with the same subject/sender. Set a unique X-Entity-Ref-ID per message so each appears as a separate email.

Use 587 with STARTTLS (recommended). 465 (SSL/TLS) is supported. 25 (Plain/STARTTLS) is supported but discouraged due to ISP blocking/throttling.