Setup blocked
Unstick DNS, provider, or first-scan setup
Start with the shortest self-serve path, then escalate with the exact domain and failure mode if the scan still does not clear.
Support lane
Search for the failure mode first.
Support is organized around symptoms, records, and remediation evidence. Search before you escalate so the next step is explicit.
Results stay inline below the field on mobile and desktop. Search spans support answers plus the docs and API reference.
Support by task
Pick the job, not the department.
Verification
Confirm that a DNS or policy change actually landed
Use the validation and troubleshooting references before opening a ticket so support receives concrete evidence instead of a vague symptom.
Incident
Route urgent deliverability regressions to the right lane
Check platform status first, then use the ticket form with the affected domain, timestamps, and any recent DNS or provider changes.
Escalation paths
Choose the lane that matches the blast radius.
Documentation
Self-serve
Best when the issue is reproducible and not urgent
Guides, API reference, and protocol explainers for SPF, DKIM, DMARC, reporting, and automation flows.
Email support
Usually within 24h
Use for account questions and non-blocking technical issues
Send the affected domain, provider, timestamps, and any validation output so the first reply can move straight to diagnosis.
Priority queue
Target within 2h
For Fix & Monitor and MSP incidents affecting production sending
Open a ticket when mail flow is blocked, remediation failed, or an alert indicates a live regression that needs intervention.
Status
Live system signal
Check platform health before assuming a tenant-specific failure
Use this when API calls fail unexpectedly or support guidance points you to a service-wide incident or degraded dependency.
FAQ
Common support answers, organized by failure class.
Browse the category that matches the question you need answered before opening a ticket. Deep-link and `#issues` compatibility stay intact.
Most customers complete setup in under 15 minutes. Our guided onboarding walks you through connecting your email provider, verifying your domain, and configuring SPF, DKIM, and DMARC records. For complex setups with multiple domains or custom configurations, allow 30-45 minutes.
Learn more:
Related questions:
Escalation
Still missing the answer?
Open the ticket form with the exact domain, provider, timestamps, and any links or validation output you already checked here. That gives support enough evidence to respond with a concrete next step.
Typical response targets: 24h email and 2h priority for eligible plans.
Ticket form
Send support enough evidence to act on the first reply.
Use this form when the docs and FAQ point to a ticket-worthy issue. Include the domain, provider, timeframe, and the exact symptom.
Before you send
Include the evidence that reduces a back-and-forth cycle.
1
Include screenshots or copied output for the exact failure you are seeing.
2
Describe the last known good state and what changed before the issue started.
3
Mention the affected domain, provider, and timeframe when the issue occurred.
4
Check our system status page before submitting, especially for API or webhook failures.
How to capture DNS records for support
If mail flow is blocked for a Fix & Monitor or MSP plan, mark the incident clearly in the subject so it enters the priority queue.