Here are some of the commonly issued problems by our users

I have never received the validation email

When registering in Ether Mailer you are receiving a verification email. In case you didn’t receive any email from us, please check the following:

  1. Check your folders. Maybe there is a filter that moves new emails to other folders. Check also the Junk/Spam folder.
  2. Try to login and resend the email.
  3. Make sure that you’re getting email. Maybe your inbox is full or your Email Provider is experiencing some temporary issues.
  4. In case none of the above works, contact us.

I don’t remember my password

No worries, that happens often and we have an easy solution for that. Just reset your password.

I don't remember my username

In case you forgot your username, please contact us.

I want to change my username

It is not possible to change your username. So please be wise and pick the right one upon registration.

The recipients don’t view my email address

You will have to setup the SPF and DKIM records in your domain’s DNS. Please contact your webmaster for that. In the Email Settings page you can view the SPF and DKIM records you have to setup.

Why? Using SPF and DKIM you are authorizing Ether Mailer to send emails using your domain. Otherwise, everybody could use your domain to send emails – we don’t want that, do we?

Some emails go to spam folder.

Although Ether Mailer’s MTA servers have an excellent reputation, we cannot prevent some emails from landing in the spam folders. There are so many reasons for that. Some of them:

  1. The email providers (gmail, hotmail, etc) do not like your content
  2. The email providers do not like the links in your newsletter
  3. Many subscribers have pressed the “this is spam” button
  4. Many subscribers have pressed the “unsubscribe” button
  5. Your newsletter contains only images but no text
  6. Your email address or domain is blacklisted

Only a few open the emails.

A good open rate is 20% and above. If your open rate is above 20%, you are pretty fine! If not, just check the following:

  1. Are your contacts interested in what you offer?
  2. Do you use a catchy subjects?
  3. Did you have many unsubscribes and spam reports in the past?
  4. Do you send email newsletters too often?
  5. Is your email address or domain blacklisted?

I cannot decide which plan I need.

Ether Mailer offers only monthly subscription plans. All of them are based upon your total number of contacts (aka unique email addresses). The best way to determine which plan you need is to choose the one that covers the total number of your contacts.

For example, if you have 6839 contacts you will have to choose the plan with 10.000 contacts. The previous plan has 5000 contacts – too few for you.

My credit card is not accepted.

Please contact your credit card issuer (eg. your bank). Maybe there are some limitations and you cannot use it.

If the problem persists, you may also pay via Pay pal or Bank Transaction. For further assistance, please contact us.

My paypal account is not accepted

Please make sure that your Paypal balance can cover the amount to be paid. Also please be sure that Paypal is supported in your country. Here is a list of all supported countries.

Please note that you can also pay via Credit Card or Bank Transaction. For further assistance, please contact us.

My plan is not activated.

If you paid via Credit Card or Paypal, the plan is instantly activated! When paying via Bank Transfer it make take up to 3 working days to activate your account. We have to make sure that our bank account is credited with the money you transfered. If more than 3 working days have passed, please contact us.

How to cancel my plan

By default all subscription plans paid via Credit Card or Paypal are automatically renewed and billed on a monthly basis. You can cancel the auto renew feature by browsing the My Subscription page and clicking on the “Cancel Automatic Renew” button.

We encourage you to let us automatically renew your monthly subscription so as to continue enjoying the whole functionality of Ether Mailer

My company needs an invoice

Before buying a plan, please edit your user profile. If you are a EU member, you will have to provide a valid VAT ID.

In case you forgot to add your VAT ID and you received a simple receipt, it is not possible to cancel it and issue an invoice. So please be sure that you have already added your VAT ID prior purchasing!

I want a refund

Normally our policy is no refund. We do refund only for very rare cases.

The main problem with refunding has to do with taxation. It is very difficult to cancel an invoice since it is considered suspicious for tax authorities.

Ether Mailer sends you automatic emails both 5 days and 1 day before your auto subscription renewal as a reminder. You have 5 days to cancel your subscription.

Have a problem that is not listed?

Feel free to contact us. We will get back to you as soon as possible.

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