FAQ

How is the trust score calculated?

The verifier combines address format, the domain's mail routing, disposable and blocked-domain checks, account-specific bounce suppression and several risk signals. Quick uses the core 23 checks. Deep adds two more and may obtain mailbox-level evidence where a receiving provider makes that possible.

Scores map to Safe (90-100), Valid (60-89), Risky (20-59) and Invalid (0-19). Unknown means the job could not reach a reliable conclusion. A score is a technical risk signal, not a guarantee of delivery or permission to send.

What happens if I do not have enough credits?

The verifier calculates the job cost before it starts. If the balance cannot cover the full job, it does not start. Buy a pack or wait for the reset date shown in the credit panel.

Do purchased credits expire? Do monthly credits roll over?

Purchased credits do not expire. Monthly credits do not roll over. The dashboard shows your current allowance and reset date.

Can I cancel a job?

Yes. Cancel a pending or processing job from the dashboard or API. Processed rows remain available, and credits for unprocessed work are refunded. A cancelled job with processed rows can still be downloaded.

Can I submit the same list again?

If you submit the same normalized list in the same mode within 24 hours, TrekMail returns the existing job instead of creating a new charge. To recheck a list later, submit it after that period or change the list when appropriate.

What is the maximum list size?

One dashboard or API bulk job accepts up to 50,000 submitted entries. The dashboard upload accepts .csv, .xlsx and .txt files up to 10 MB. If your source is larger, split it by a useful review boundary such as campaign or acquisition source rather than creating arbitrary copies.

How long does a job take?

Time depends on list size, DNS responsiveness and the receiving providers. Deep work can take longer when providers offer extra information. The job runs in the background, so use its progress screen rather than planning around a fixed duration.

Can I leave the page while a job runs?

Yes. The job runs in the background. Return through the verifier history or the job's dashboard link while signed in to the permitted account. If a browser refresh is uncertain, check history before you submit the same list again.

Who can see a verification job?

Jobs belong to the TrekMail account context that submitted them. Use the account you intend to bill and review before you start. A dashboard link is not a public share link, so it does not bypass account access controls.

Which file formats are supported?

Upload .csv, .xlsx or .txt files up to 10 MB, or paste addresses and text directly. TrekMail extracts addresses and removes duplicates. A submitted job can contain up to 50,000 unique addresses.

Why does a Deep estimate sometimes charge only 1 credit?

Some large mailbox providers do not provide useful per-mailbox evidence through a Deep check. Addresses at those providers retain the core analysis and are billed at the 1-credit rate. The dashboard and bulk API response show the calculated cost for the list you submitted.

Does a Deep result always include mail-server evidence?

No. Deep adds the extra analysis when it is available, but a remote provider may skip, defer or withhold a useful mailbox answer. The result still includes the core checks. Read any remote response as one signal and do not treat an unavailable result as a rejection.

Does Deep verify that a person owns an inbox?

No. A receiving provider may hide mailbox state, accept every test recipient or return no useful answer. Deep information can add evidence for some domains, but it cannot prove ownership, consent or future delivery.

Should I send to every Safe address?

No. Send only to people you are entitled to email and whose expectations you can meet. Safe means the available technical signals are strong. It does not override consent, preferences, opt-outs or your normal sending safeguards.

Does the verifier block an address everywhere in TrekMail?

No. Use the export and the result detail to update the appropriate contact or sending workflow. An Invalid result is important evidence for the account that ran it, but it is not a universal instruction to erase an address from every other account or system without reviewing the cause.

Is the API available on every plan?

Yes. Create a token in Dashboard → AI Agents & API and enable the verify:read and verify:write scopes needed for your workflow. API verification still uses the account's available credits.

Can I upload a CSV to the API?

No. The bulk API accepts a JSON emails array. File extraction belongs to the dashboard workflow. Use your own importer to read a CSV or spreadsheet, then submit the extracted address array to POST /api/v1/verify/bulk with an Idempotency-Key header.

Which exports are available?

The dashboard can export all processed rows, individual statuses and combined groups. Its CSV includes the address, status, trust score, provider and recorded risk factors; the dashboard can also produce a plain-text address list. The API download endpoint offers all, safe and safe_risky CSV filters.

Which API requests need an idempotency key?

Bulk submission and bulk-job deletion require one. Use a new value for each intended operation and reuse it only when retrying the same request. Single verification and cancellation do not require it. See Email Verifier REST API Reference for details.

Why can a result be Unknown?

Unknown means the job could not reach a reliable result for that address. It can happen when a verification step encounters a temporary problem. Treat it as an unresolved item: retry later or keep it out of a sensitive campaign until you have a clearer answer.

Why does an address with a working domain receive Risky or Valid?

The result is based on more than whether a domain has mail routing. A score can reflect address quality, domain signals or other risk context. Open the row detail to see the recorded factors. A single weak signal is not proof that an address does not work, and a high score is not proof that a person wants a message.

How long are results kept?

Jobs and their results are retained for 15 days. Download the CSV or text export you need before the retention period ends.

Can I delete a job?

Yes. Cancel it first if it is pending or processing, then delete it from the dashboard or with the API. Deletion removes the verifier job and its results. It does not retract an export already downloaded or update contacts stored in another application.

Why does my White Label verifier show a different balance?

On a White Label host, the verifier uses the purchased balance available to that branded product. The agency's mail-plan allowance is not exposed there. Use the balance shown on the same host that will submit the job.

What should I include in a support request?

Include the job ID, job name, approximate submission time, the host you used and the exact error shown. Do not include the API token, payment-card data, mailbox password or the complete contact list unless support gives you a secure, specific request for only the data needed to investigate.

For requests that are not covered here, include the job ID and the exact dashboard or API error when you contact support. That lets the team investigate the right verification run.