Email.
Get support for your Esendex Email products.
Email FAQs
Your subscription
Which size of email package is best for me?
- Please call us to discuss. We have a wealth of experience in supporting companies to help choose the right plan, based on factors such as your industry sector and use case.
How does my subscription work?
- Just like a mobile phone contract, you pay a fixed monthly fee in return for the certainty of having a number of features and messages included every month, based on your estimated level of usage.
How do I subscribe to a package?
- To open an account and set up your chosen subscription, please call us on 0345 356 5758, or complete our inquiry form.
- Existing customers – please contact your account manager, or call 0345 356 5758.
- Before you can access and start sending with Esendex email, you will need to update your DNS configuration, in order to allow the authorised sending of emails from your specified domain via Esendex email. Please see Technical requirements for onboarding & ongoing below. We will support you all the way through the onboarding process.
Am I locked into a contract?
- You are not locked into a contract. You will be billed monthly and can cancel your plan anytime, just like a music or TV streaming service, subject to the notice period in our standard terms and conditions.
What is the annual contract?
- We also offer the option to sign an annual contract on selected packages. In return for doing so, you will receive a 10% discount on the cost of your monthly package, which will still be billed monthly. The discount does not apply to the platform fee, costs of overage, validations or previews.
What costs will I be invoiced for?
What costs will I be invoiced for monthly?
- You will be invoiced for the cost of the monthly subscription, plus the monthly platform fee.
Are there any additional monthly costs?
- This will depend on the number of emails you send and the chargeable features you use within the Esendex email platform.
- If used, we will add the cost of the following to your monthly invoice:
- Emails – additional emails that exceed the number in your chosen package.
- Validations – the number of emails addresses validated.
- Previews – the number of previews by email provider & email version. The basic preview for mobile and desktop remains free.
What do you charge for customer support?
- Customer support is free.
Why do you charge a monthly platform fee?
- Unlike other email providers, you do not have to pay more every month to access more features! All of our business essential email features & benefits come included as standard with every monthly package. With more premium features such as validations and advanced message previews, you only pay for what you need!
- Even when you add the platform fee to the cost of your monthly package, we think you’ll find your per email cost is still one of the best value for money in the market.
Sending emails
How many emails can I send every month?
- We will deduct one email message credit from your email account, for every email message you send. This will include any test messages you send, either manually or with the send a test message feature.
What if I need more email message credits?
- No problem! Our aim is to provide you with the maximum amount of flexibility. You can continue to send and we will add the cost of any additional emails to your monthly invoice for the subscription. This will be up to an agreed limit, agreed with your account manager.
- If you continue to exceed the number of emails in your chosen package, you may wish to consider upgrading to a package with a higher message volume.
What happens to any unused email message credits?
- Email credits do not roll over to the following month. Unused email credits expire at the end of each billing cycle.
Tracking the number of emails sent, validations & previews
How can I keep track of how many emails I have sent each month?
- This is displayed in your email reporting suite. You can view the number of emails sent within any time period, using the date selection tool.
How can I keep track of how many email addresses I have validated, or previews I have performed by provider & version?
- Currently this is not included in the reporting tool, but we are intending to add it as soon as possible.
Changing your subscription
Can I change the size of the package I buy every month?
- Yes. Please call or email us and we will arrange this for you immediately, subject to any notice period in our standard terms and conditions.
Looking for something more flexible?
What if I am unsure as to how many email message credits I may need every month?
- No problem. We understand that many customers have different requirements and sometimes constraints. Please give us a call to discuss your requirements.
What if my monthly requirement is greater than the largest pack size of 8 million emails?
- Please call us to discuss your requirements, so we can review different options with you and provide you with a quoted price.
Technical requirements for onboarding & ongoing
What technical requirements do I need to comply with, to begin and continue using Esendex email?
- As part of your onboarding process, we will supply you with the information you need to update your DNS configuration, in order to allow the authorised sending of emails from your specified domain via Esendex email.
- These authentication measures include:
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- SPF – Sender Policy Framework
- DKIM – Domain Keys Identified Mail
- Return Path
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- ISPs also recommend that you implement DMARC – Domain-based Message Authentication Reporting & Conformance, in order to support the deliverability rate of your emails.
I have another question. How can I contact you?
- Our team is here to listen, understand your business and then support you in the best way possible.
- Please call us on 0345 356 5758 or email us: customersupport@esendex.com
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