General FAQs

Security is of the utmost importance to us, and we always prioritize any potential vulnerability discovered in our software.
If you discover a security issue, please contact our Product Security Incident Response Team (PSIRT) at

For more information, see

Spam is the use of media to send bulk unsolicited messages. Although most spam comes in the form of emails, it also can be found in instant messaging, forum posting, blog posting, SMS, social media (e.g Facebook, Myspace & Twitter) and even still via post and faxes. Any way you can be contacted, you can be spammed.

Spammers can come in many shapes and forms, from single person who buys an email list from a third party, to the top end full-time illicit spammers, who have groups of people in countries worldwide, sending unsolicited email to hundreds of millions of people 24 hours a day.

  • ROKSO - The Register of Known Spam Operations is a register of spam services and senders that have been removed from ISPs more than three times for connections with spam.
  • Spamhaus - This non-profit organization tracks internet spam operations and believes that the persons on the list are responsible for approximately 80% of spam on the internet. For more information, see

Newsletters may be unwanted, but are not spam as they are intended as legitimate emails. These newsletters offer the option to unsubscribe. It is preferable to unsubscribe as they may continue to appear in your mailbox even after you have trained them as spam, because they are acceptable pieces of mail.

There are several external factors that could cause non-delivery of mail. For more information, see What local issues may cause Non-delivery of mail?

The method of counting users and domains differs depending on the filtering direction in question. For more information, see How to Count Users/Domains?

Generally we do not perform mailbox exports but we can provide a manual archive export if needed. See the Information required to export a Domain's archive and FAQs before contacting support.

For us to do this for you, you need to raise a Support case

In short, recipient callouts are what happens when the server checks the destination server to see if the recipient email address is an existing email account for which the it accepts mail. For full details on Recipient Callouts and how to enable them, see What are recipient callouts/recipient verification?

Testing the mail server to ensure it is working properly can be done for both Incoming mail and Outgoing mail. It can also be checked for cPanel. See How can I test the mail server is working properly? for more information.

Yes - Mail Assure applies an advanced form of greylisting to help stop a significant amount of spam with minimal resource usage. Although greylisting is a controversial technology, it is still highly effective when applied properly. For full details on the use of greylisting, see Does Mail Assure Use Greylisting?

SPF (Sender Policy Framework) problems can lead to a message being blocked by the filtering server or by the destination mail server. Information on SPF problems can be found on our Why is a message blocked because of SPF? page.

Using the SMTP hostnames given in the What is my SMTP Hostname? page forces usage of our EU/US/UK/AU/CA server infrastructure, however deliveries may still be routed via our international platform.

You will only be able to upload a certificate if you use personal branding. In the Branding Management section, once you have added a custom Hostname, you can choose from the following options:

  • Generate and manage a TLS certificate for me via Let's Encrypt - the system will automatically generate a certificate
  • have a Let's Encrypt certificate generated by us. This will apply to the Hostname that you used.
  • Upload your own certificate bundle - Upload your own custom certificate(s) in a PEM file

If uploading your own certificates, make sure you upload all the necessary files with the correct components in the specified order.

To contact us regarding a support query, you can log in to our Customer Success Center by clicking Need Assistance? in the upper right hand corner of the screen to submit a case via the contact form, or start a live chat. You can also find the phone number for the most appropriate service desk for you in the same location.

To us speed, quality, and personally attending to our customers' enquiries determines the value of our service.

Provide all the necessary information relevant to the issue you are having, including:

  • Detailed description of the issue.
  • Example logs / headers / messages / print screens of the log search showing any messages.
  • Steps taken to reproduce the issue so that we can duplicate on our test systems.

Your billing and usage information can be accessed at using your main Mail Assure login credentials:

  1. Hover your mouse over your username in the upper right corner of the browser
  2. Select View Invoices and log in to the Identity Server
  3. From here you can view and download the invoices

The report is generated in CSV format. Please refer to Incorrect Mail Assure billing information if the information appears incorrect.

Mail Assure has functionality to add mailboxes to domains using both LDAP Mailbox Sync or Microsoft 365 sync. The decision on which one to use should be made based on the benefits of each method. See their respective pages for full details,

If you wish to use an automatic synchronization tool, you should only use one of these methods, not both.

To ensure successful delivery, we have published a list of our current Delivery IP addresses so they can be added to the allowed list and/or unblocked.