Frequently Asked Questions

Send transactional and marketing emails from your own dedicated IP. Transactional delivery is our speciality — from password resets and account notifications to receipts and invoices. Every plan includes a dedicated IP, starting at 5,000 emails per month.

Need help with something else? Contact our team.

Sending with mySMTP

What is mySMTP?

mySMTP is an SMTP relay service for sending transactional and marketing emails. We specialise in the transactional messages your customers depend on, including password resets, account notifications, receipts and invoices. You can also send newsletters, campaigns and everyday company emails.

What is the difference between transactional and marketing email?

Transactional emails support a customer's account, purchase or use of your service, such as an order confirmation or password reset. Marketing emails promote your business, products or offers. The purpose and content of a message determine how it should be treated; sending it automatically does not make it transactional.

Should I separate transactional and marketing traffic?

We recommend treating them as separate sending streams, with distinct SMTP logins and sending subdomains where practical. For stronger reputation isolation, consider separate dedicated IPs for each stream. Contact us to discuss the right setup for your volume and business needs.

Is a dedicated IP included in every plan?

Yes. Every mySMTP plan includes a dedicated sending IP, including our entry plan with 5,000 emails per month. Your IP is reserved for your account.

Why send from a dedicated IP?

A dedicated IP lets you build an IP reputation based on your own email activity. Your recipient lists, sending patterns and complaint rates influence that reputation. Domain authentication and responsible sending remain essential.

Is a dedicated IP suitable for smaller sending volumes?

Our plans include a dedicated IP from 5,000 emails per month. The right approach to building reputation depends on your actual volume, frequency and recipient engagement. We help you assess the setup and sending pattern during onboarding.

Does my dedicated IP need to be warmed up?

A new sending IP needs to establish a reputation. The right approach depends on your volume and sending pattern. For larger volumes, increase sending gradually rather than starting with a large campaign. We can help you plan your onboarding.

Can I use additional dedicated IPs?

Getting started and SMTP setup

How do I get started?

Choose a plan on our pricing page. Once your order and payment are processed, we provide your SMTP credentials and domain setup instructions. We help you check the configuration before you start sending.

Which applications can I connect to mySMTP?

You can connect applications and devices that support an external SMTP server, including websites, webshops, accounting systems, CRM platforms, email clients and scanners. Enter the SMTP hostname, port and login details supplied for your account.

Which SMTP ports should I use?

Use port 587 with STARTTLS as your first choice. Port 2525 is an alternative, and port 25 can be used where your network permits it. Always use the server hostname and settings supplied for your account.

Does mySMTP support encrypted connections?

Yes. mySMTP supports TLS 1.2 and 1.3. Configure your application to use STARTTLS according to your setup instructions.

How do I configure SPF, DKIM and DMARC?

Follow the DNS instructions provided for your sending domain. SPF authorises the sending service, DKIM adds a verifiable signature, and DMARC defines how receivers should handle messages that fail authentication and alignment checks. We help you verify the setup before sending.

Can I connect multiple users and sending domains?

Yes. Our plans include unlimited users and sending domains within your account's email allowance. Configure authentication for each sending domain and use separate SMTP logins for different applications or users where practical.

Can a scanner or printer send without an SMTP username and password?

If the device cannot use SMTP authentication, we can help assess a setup using an authorised public IP address. Contact support with your account details and the public IP used by the device.

Does mySMTP include an inbox or webmail?

mySMTP is an outgoing email service. Continue using your existing mailbox provider to receive and read emails.

Can I send from a Gmail, Hotmail or Outlook.com address?

Use an address on a domain you control and can authenticate. You cannot configure the required DNS authentication for a Gmail, Hotmail or Outlook.com domain.

Can I migrate from another email provider?

Yes, if your application supports an external SMTP service. Set up and authenticate your sending domains, configure mySMTP in your application, test delivery and transition your traffic gradually where appropriate. Keep your unsubscribe records and lists of recipients you must not contact when changing provider.

Do you offer an API and webhooks?

API and webhook support is planned for late Q4 2026. SMTP sending is available today. Contact us to discuss your integration requirements ahead of the rollout.

How should my application handle SMTP errors and retries?

A 4xx response indicates a temporary problem and may be retried with an appropriate delay. A 5xx response indicates a permanent failure for that attempt; investigate the cause before resending. Once the SMTP server confirms acceptance of the complete message, avoid submitting it again simply because the recipient has not seen it yet.

Plans, usage and payment

Which plan should I choose?

Choose a plan that covers your expected email volume, including your busiest periods. Standard plans range from 5,000 to 2 million emails per month. Contact us for larger volumes or a custom setup.

Can I pay monthly or annually?

Monthly and annual billing options are available. See our pricing page for current prices and options.

Do unused emails roll over?

No. Recurring plans provide an email allowance for each successive 30-day usage period, starting from activation. Unused credits expire at the end of that period. This applies to both monthly and annually billed subscriptions.

How does Pay as you Go work?

Pay as you Go credits are valid for up to 180 days from activation, or until used up, whichever comes first. Unused credits expire after 180 days. These subscriptions do not renew automatically; purchase a new subscription to continue sending.

Can I upgrade my plan?

Yes. Contact us if your sending volume grows or you need a different setup. We can help you choose an appropriate plan.

How are emails with multiple recipients counted?

Each recipient counts as one email, including recipients in the To, Cc and Bcc fields. For example, a message sent to 10 recipients counts as 10 emails.

Which payment methods are available?

The available payment methods are shown when you order or pay your invoice. Contact us if you need help with payment or updating your billing details.

Delivery and responsible sending

What affects my sending reputation?

Mailbox providers assess signals such as authentication, recipient engagement, spam complaints, invalid addresses and changes in sending volume. Keep recipient data accurate, remove invalid addresses and send messages recipients expect.

Does a dedicated IP guarantee inbox delivery?

A dedicated IP gives you control over your IP reputation. Inbox placement also depends on your domain reputation, authentication, content, recipient engagement and the receiving provider's filters.

How can I check whether an email was delivered?

Use the sending logs to check the delivery status and the receiving server's response. Acceptance by that server confirms it accepted the message; it does not confirm inbox placement or that the recipient read it.

My recipient cannot find an email. What should I check?

Check the delivery log for an error or rejection, confirm the recipient address, and ask the recipient to check spam and quarantine folders. If you need help, send support the sender, recipient, approximate sending time and any error message.

Can I send newsletters and marketing campaigns?

Yes, provided your sending complies with our Sending Policy. You must have a valid basis for contacting recipients, honour opt-outs and include a working unsubscribe option in marketing emails.

What requirements apply when sending to Gmail, Yahoo and Outlook?

Authenticate your domains with SPF, DKIM and DMARC, ensure alignment with your From domain, and follow each provider's rules for the type and volume of email you send. Bulk senders face additional requirements, including one-click unsubscribe for relevant Gmail and Yahoo marketing messages. Check the current Gmail, Yahoo and Outlook sender guidance.

How do I implement one-click unsubscribe?

Your sending application needs to provide a working HTTPS unsubscribe endpoint and add the List-Unsubscribe and List-Unsubscribe-Post headers defined in RFC 8058. Both headers must be covered by a valid DKIM signature. Marketing messages also need a visible unsubscribe link in the email body. Contact support to verify the headers and signing configuration for your integration.

Who manages bounces, complaints and unsubscribes?

You are responsible for maintaining your recipient data and ensuring that addresses which should no longer receive a particular type of email are excluded from future sends. Use delivery logs and the bounce, complaint and unsubscribe handling available in your sending application. Contact support to confirm which handling is included in your specific setup.

What bounce rate is acceptable?

Aim for a bounce rate well below the threshold in our Sending Policy, which states that total bounces should not normally exceed 5% per mailing. Remove known invalid addresses and maintain your lists. We may restrict sending if a mailing creates a reputation risk.

Do you provide software for creating marketing campaigns?

MailWizz is available as an optional hosted solution for managing lists and campaigns. See our MailWizz page for details.

Security, hosting and logs

Where is mySMTP hosted?

Our email infrastructure is hosted in Denmark, within the European Union.

Do you provide a Data Processing Agreement?

Yes. Our Data Processing Agreement covers processing personal data on your behalf. You remain responsible for the recipient data and messages you send.

What information is available in the dashboard?

You can review sending activity and detailed email logs to help investigate delivery issues. Our plans include 30 days of detailed sending logs.

What is the maximum email size?

Keep the total message size within 25 MB, including encoded attachments. Encoding increases attachment size, and recipients may have smaller limits. For large files, consider sending a download link.

What should I do if my application cannot connect?

Check the assigned server hostname, port, TLS settings and SMTP credentials. Confirm that your firewall permits outbound connections. If the problem continues, contact support with the error message and your connection settings, excluding your password.

Support and tools

What help do you provide during onboarding?

We help you configure your connection, authenticate your sending domains and check your setup before sending. Email This email address is being protected from spambots. You need JavaScript enabled to view it. for help with your application or delivery requirements.

Can I test mySMTP before choosing a plan?

Contact us to discuss a trial. We will ask about your business, sending requirements and intended use before arranging access.

Where can I check service status?

Visit status.mysmtp.com for service updates and incident information.

Where can I find setup guides and email tools?

Visit our Knowledge Base for setup guidance and our Deliverability Toolbox for tools to help check and improve your email configuration.