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FAQ

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1. Why my emails are going to the spam folder?
Unfortunately it can happen that your mass mailings end up as spam or are rejected by the recipients' server. Often this...
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2. Which email clients are compatible with turboSMTP?
All major email clients are compatible with turboSMTP, including all versions of Microsoft Outlook, Microsoft Vista Mail,...
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3. What types of payment do you accept?
We accept payments from all major credit, debit cards and other circuits; for instance: Visa Mastercard American Express...
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4. What is a "dropped" email?
When an email account to which you're sending produces a bounce (most of the times, because it's non-existent), our...
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5. My VAT number is not recognized when I pay using Avangate. Why?
If you are in a European country and you purchase any service at turboSMTP via 2Checkout (formerly Avangate), it is...
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6. Is the email address with which I signed up the only one that I can use as a sender?
No, not at all. You are free to use any other email address as a sender for your mailings, besides of course the one used...
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7. How can I ask the permission to send a newsletter?
A mass emailing is valid and useful only if it's permission-based. However, you can send a first welcome email also...
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8. How can I cancel the auto-renewal of my plan?
If you have paid via 2Checkout, go to your account page and login with your order number and email, then go to the...
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9. Why is turboSMTP still using the free emails even if I bought a paid plan?
turboSMTP first uses all the email relays provided by the free plan (200/day), which are granted to all users.Then, once these...
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10. Can I pay via wire transfer?
Sure you can. And it's extremely easy: 1. Start the normal purchase procedure, specifying that you're going...
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11. Can I send a PDF attached to my newsletter with turboSMTP?
Yes, of course.But pay attention: we have observed that if you send your email with Outlook or other email clients by...
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12. Do I need a Credit Card to activate a Free Trial?
No, our Free Service (6.000 emails/month lifetime) can be quickly activated without any credit card details or payment info. We...
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13. Do you offer a Free Trial?
Yes, all new registered users will be able to send 6.000 emails per month for free (with a maximum rate of 200 emails per day),...
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14. How do I keep track of sent emails?
With turboSMTP you can keep track of everything happens to your sent messages (delivery, bounce, opening, spam complaint...
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15. How many emails can I send in a day? What is the maximum attachment size?
Our server process millions of emails a day, so the number of emails that can be sent within 24 hours is very high. But there...
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16. Can I configure my DKIM and SPF to get the highest delivery rates?
Sure you can! In fact, we highly recommend it. It's extremely important to make the most of...
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17. Can I manage my account online?
Yes - in your account management area you will be able to control everything related to your turboSMTP account: Manage your...
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18. I want to change my plan. Can I do it?
Absolutely! At any time you can upgrade or downgrade the plan you are currently subscribed to. Just log into your account page,...
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19. My ISP blocks outgoing mail on port 25. What can I do?
In case port 25 (the default port for SMTP) is blocked you can choose an alternate port. We suggest to use port 587 or 2525 for...
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20. Is the Free Trial automatically activated to all new accounts?
All new accounts eligible for the Free Service are reviewed by our staff. You will receive an email notification once...
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21. I just purchased a monthly plan/prepaid but I can't send emails. Why?
The activation process is not immediate. After registration and payment, you should fill out a short questionnaire which will...
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22. I have renewed my plan, but the email counter hasn't updated yet. Why?
The counter in the dashboard that keeps track of the number of sent messages out of your plan is updated only after having...
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23. I have more than one email address. Should I open multiple accounts?
No, you just need to create one single account. With turboSMTP you will be able to send emails from any of your email...
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24. I have made a payment, but the invoice seems still unpaid. What should I do?
The system takes a few minutes to process the payment: simply wait a bit until a confirmation email comes from the gateway...
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25. I cannot configure the DNS of my domain. How can I do?
Configuring the DNS domain of the website from which you send your emails, inserting the SPF and DKIM authentication strings,...
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26. Can I use turboSMTP when I'm travelling abroad/overseas?
Of course, you can keep sending emails with turboSMTP just as you do at home.Set it up once, and it will work perfectly with...
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27. The string ”user = @ user.com turbo-smtp.com; On behalf of; <user@userdomain.com>”, appears in recipient's sender field . What does it mean?
This string is not the result of an error. It contains information on the service used to send a particular email.When you use...
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28. What if I want to cancel my monthly plan?
In order to ensure an uninterrupted service, all monthly plans will be automatically renewed at the end of the plan's...
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29. What is the "Standard Service"?
After your turboSMTP account is activated (up to 24/48 hours after purchase) you can start sending emails using the "Standard...
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30. What is turboSMTP?
turboSMTP is a professional outgoing mail (SMTP) service that allows you to keep track and send emails with the highest...
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31. How can I submit a support ticket?
There's two way to submit a ticket to get support from our staff. 1. From your Dashboard click on the orange button...
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32. How can I get notified of my bounce?
It’s easy: from your Dashboard, click on “Settings” and then “Global Settings”... ... then...
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33. Can I use turboSMTP with Outlook or Thunderbird and send a mass email via CC/BCC?
From a technical point of view, you can. But we strongly suggest not to use normal email clients (such as Mozilla Thunderbird,...
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34. Can I use as a sender a different email address from the one I subscribed with?
Yes, you can: you can put as a sender address whichever email address you want and keep using turboSMTP.Remember anyhow that...
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35. Why my free account has been closed?
turboSMTP cares about the quality of service for all its customers, even those who enjoy a free account. We reserve the right...
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36. How can I change my password?
You can reset your account password in the following few steps: Log in to your dashboard here:...
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