MailChannels Cloud

Frequently Asked Questions

Welcome to the MailChannels Cloud FAQ.

If you can’t find the answer to your questions here, we’d love to hear from you.

General

What is MailChannels Cloud?

MailChannels Cloud is an email relay service that identifies spammers within your network to improve your email reputation and ensure reliable email delivery for your users.

What can I do with MailChannels Cloud?

Send your outbound email through MailChannels Cloud. With MailChannels Cloud, you can eliminate email issues caused by IP address blacklisting. You can also automatically shut down compromised end-user accounts and scripts to improve your security. Unlike email services, MailChannels Cloud is the only service that accepts 100% of your email, including spam.

Getting started

How can I get started with MailChannels Cloud?

To sign up for MailChannels Cloud, click the “Get Started” button on the MailChannels Cloud pricing page. You will be prompted to enter payment information when you begin the MailChannels Cloud sign-up process. After signing up, please refer to the MailChannels Cloud documentation, which includes our Setup and Configuration.

Setup and Configuration

Is MailChannels Cloud a ‘smart host’?

Yes, we provide SMTP services on port 25, 587, and 2525. If you can configure your mail server to relay through a smart host, you can use our service. View Setup & Configuration instructions.

What kind of support is available?

MailChannels Cloud includes basic email support, 24x7. Premium support tiers are available for clients with special needs.

Do I need to change my SPF record?

To use any mail relay service, including MailChannels or alternative solutions, you must update SPF records to authorize our service to send on your behalf by including the following string: include:relay.mailchannels.net

For more information, visit our Knowledge Base article.

Why do I have to set up SPF in order to use MailChannels Cloud?

Sender Policy Framework (SPF), “is an email validation system designed to prevent email spam by detecting email spoofing, a common vulnerability, by verifying sender IP addresses” (Wikipedia).

Security

What happens when you find a compromised account?

When our system detects a compromised sender or spammer in your system, we generate a notification message. You can enable receipt of these notification messages by visiting the “My Settings” area of the MailChannels Cloud Console.

How difficult is it to configure compromised account detection?

No configuration is necessary; however, you can greatly improve email delivery by following our setup instructions for your mail server. MailChannels Cloud works better if your mail server tells us which user or script was responsible for each message.

How does MailChannels Cloud deal with email marketing campaigns?

MailChannels Cloud does not apply fixed limits to what a sender may send in a given period of time; however, senders who suddenly change their behavior may find their mail delayed temporarily while the system learns about their new behavior. For bulk senders, we advise slowly increasing the rate at which email is sent through the service. This gives the service time to learn about your sending behavior and patterns, and so long as we don’t see spam or complaints about your mail, within a short time we can accommodate nearly any volume.

How do you deal with false positives?

When we reject a message, we always provide a URL in the rejection message, which allows the sender (end-user) to report the false positive directly to us. You can find false positive reporting features within the MailChannels Cloud Console interface under ‘Log Search’.

Does MailChannels Cloud drop messages?

No, we will never silently drop or lose a message that you submit to the service. If we decide not to deliver a message, you will receive a bounce message detailing what went wrong.

Account & Billing

How does pricing work?

We bill based on the number of messages our service analyzes. This includes spam messages. Preventing the spam from being delivered is part of the value we offer, which is why we charge for these messages. We have capabilities built-in to reduce your exposure to bursts in volume resulting from a spam attack; if you account suddenly sends much more volume than usual, we will rate limit the account. If we detect unusual activity, we will notify you (you must have notifications enabled in the Cloud Console).

Do you offer a free trial?

In order to protect the reputation of our service, we do not offer a free trial for MailChannels Cloud. However, we offer a satisfaction guarantee. If you feel that MailChannels Cloud did not meet your expectations within 30 days, we will provide you with a full refund.

Why am I asked to enter payment information when signing up for MailChannels Cloud?

Yes, we will need your credit card number to charge you for the Starter Plan monthly subscription ($49.99) plus any usage you incur above the 300,000 messages included for each month.

What if I go over my plan limits?

If you exceed your outbound message allotment, your mail traffic will continue to flow. Additional messages are billed at the corresponding rate per thousand messages.

Can I change plans at any time?

Yes, you can upgrade or downgrade your plan at any time in the MailChannels Cloud Console under Settings > Billing > Change Your Plan.

Is there a minimum commitment?

No, MailChannels Cloud is a month-to-month service. There is no contract or long-term obligation, cancel anytime. You will be charged for any account usage during the current billing period, but you will not be charged for future months.

Do you charge for spam messages?

Yes. By charging for spam and then providing an effective compromised account notification service, we encourage clients to quickly shut down spammers within their own servers. This helps us deliver email more reliably, reduces your volume over time, and prevents future spam outbreaks. It’s a win-win.

Is there a setup fee?

No, we do not charge for setup and configuration assistance.

How do I cancel my account?

To close your account, please email us. We won’t pressure you to stay, but we’d love to know why you’re leaving.

Additional Help

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