frequently asked questions

How do I pay for my account?

Once your order is placed, your account will be automatically set to monthly recurring billing, which you can cancel anytime before the monthly renewal date.

What is required for the account set up process?

Upon completion of your order, you will receive your emailing account with 24hrs. If at any point during your service your domain needs be be switched, you will need to provide us with domain panel access (Username & Password) so we can point your domain to our mail servers before you can start sending campaigns. If you are familiar with this process you can modify the DNS yourself or consult with your domain provider (i.e. Godaddy/Namecheap/

Please forward the domain panel access information to and reference your order number in the email.

How much time is required to setup my account?

Your account will be active in approximately 24 hrs and may take up to 48 hrs if ordered on weekends or holidays

What is the difference between cloud email marketing, dedicated email servers and SMTP Plans?

Cloud Email Marketing is for clients who are looking for a scalable email solution. You can upgrade and downgrade your plan anytime without any downtime. Cloud plans offer dedicated IPs with shared server and bandwidth resources.

Dedicated Email Servers are for high volume senders who send more than 250,000 emails a day. The email architecture is constructed using multiple IPs in rotation and may consist of multiple domains to send email. Dedicated plans offer clients their own dedicated servers, bandwidth and IPs.

SMTP Plans are made available to clients sending permission-based and transactional email. These plans DO NOT allow customers to send emails to purchased lists. Send emails from your own domain with a dedicated IP.

If you are using your own email marketing software you do not have to upload your list to our servers. If you are using our email marketing software you will be required to upload your list to our servers in order to send your campaigns.

What email software do you offer?

We offer powerful feature-rich web-based email marketing software.

Do you guarantee inbox landing?

We are an email delivery service and we make sure your emails comply with email delivery standards. We do not guarantee inbox landing or specific open rate, as this is heavily reliant on the email content and spam filters behind the email addresses you are sending to.

Do you offer 24/7 support?

We offer phone support from 9:00 AM EST to 5 PM EST, Live Chat support from 8:30AM EST to 8PM EST or via email 24hrs a day at .

The ticketing system is available 24/7 at

What is the support response time?

We aim is to resolve any outstanding issues within 24hrs. If it will take longer our technical department will reach out to you and let you know.

Do you offer refunds?

As a company policy, we do not issue refunds unless there is a technical error on our side.

What is your cancellation process?

You can cancel your account 24 hours before the renewal date by sending an email to or login to the client area at Open Ticket and send a ticket to the billing department. Note: We do not keep user data so once your server is canceled your data will be lost. Please inform us before the cancellation of your server so we may assist you in retaining your data.

Do you offer custom email marketing solutions?

Yes, we offer custom solutions. Send your requirements to our team via our contact form or to  and we will get back to you with a quote.

Do you offer email template design?

Yes, we can design and code a responsive email template for you. Prices start at $95.

Is your email marketing service a managed email service?

Yes. We set up and configure your servers and troubleshoot and resolve any issues that may arise.

Do you offer white label email marketing solutions?

Yes. We offer branded solutions that allow your company to send emails directly from your selected domain.

Do you have any sending limits?

Yes. Depending on the plan you purchase there will be daily sending limits. The volume we advertise is based on years of our previous clients experiences. Each individual case is different due to the following factors.

  1. Quality of email list
    2. Size of email content. (I.e. 100KB is the recommended size for email campaigns.)
    3. IP Blacklisting. If you receive SPAM complaints or get trapped by SPAM filters that will affect your sending speed.
    4. Email software. If you choose to host your email software with someone other than us this will also affect your sending speed.

Can I send to consumer lists like Gmail, Yahoo, Hotmail, AOL?

We allow sending to consumer lists like Gmail, Yahoo, Hotmail, Aol etc., but  these ISPs can block both your domain and  IPs for a myriad of factors. Some of these factors include hard bounces, spam complaints, bad or spammy content , a high level of unsubscribers etc. We have strict guidelines you must follow when sending to consumer emails that may help to improve your delivery.

Should I clean my email list?

Yes. Cleaning your email list can help to remove hard bounces, spam trappers and honeypots. However, there is no guarantee that these services will clean your list 100%. Furthermore, they can not remove the recipient who will mark you as spam or complain against you.