Using the TrekMail Support Center

When something is not working and the documentation has not solved it, the Support Center is where you contact TrekMail. This guide covers opening a ticket, choosing a category, attaching evidence, following status, and replying.

Open the Support Center

Click Support in the dashboard sidebar. The Support Center loads with:

• A list of your existing tickets, with Open, Closed, and All filters.
• A New ticket button.
• Suggested help articles while you type a subject, so you can check a relevant guide before submitting.
• A link to the public status page.

Plans that include priority support use the same ticket form. The form does not show a promised response time.

Creating a new ticket

1. Click New ticket.
2. Fill in the form fields below.
3. Submit.

Required fields

Category: pick the one that fits best. The system uses the category for routing and triage:

• Billing: invoice questions, refund requests, payment failures, plan, add-on, or credit purchases.
• Technical: anything functional that is not billing, including DNS, email delivery, client setup, or webmail behaviour.
• Account: profile changes, password issues that are not solvable through self-service, 2FA recovery, or account closures.
• Deliverability: bounce rates, spam-folder placement, deliverability suspensions, or sender reputation.
• API: API integration questions, authentication problems, missing endpoints, or rate-limit issues.
• Abuse: reporting spam, phishing, or other abuse from a TrekMail address.
• Feature: feature requests or roadmap questions.
• Partnership: bulk licensing, White Label, or enterprise sales enquiries.
• Sales: pre-sales questions about plans or pricing.
• Affiliate: affiliate programme questions, commission disputes, or payment status.
• Other: anything that does not fit the above.

If you pick the wrong category, it is still better to explain the problem clearly than to guess. The team can reclassify a ticket when needed.

Subject: a short summary of 4 to 150 characters. Be specific: "DNS not verifying after 24 hours" is better than "Help".

Message: your full description, from 5 to 10,000 characters. See "What to include in a good ticket" below.

Optional fields

Attachment: one image at a time (JPEG, PNG, GIF, or WebP), maximum 5 MB. Use it for an error, the dashboard state when the problem happens, or relevant logs. If you need to share multiple images, add them in replies after the ticket is created.

If you have non-image evidence (PDFs, .eml files, CSVs), paste the relevant excerpt as text in your message. We can't accept arbitrary file types via attachment for security reasons.

Duplicate detection

When you submit, the system checks for an active ticket with a similar subject. If it finds one, it offers that conversation so you can decide whether to continue it or create a separate ticket.

Click the existing ticket link to add your new info there, or proceed to create a new ticket if it's actually unrelated.

This is to prevent duplicate threads on the same issue, which slow down everyone.

Before you submit

Take a moment to check these points:

• Use one clear issue per ticket.
• Copy the full error message and note when it started.
• Include the domain, mailbox, invoice number, or request ID that identifies the problem.
• Remove passwords, API tokens, 2FA codes, and private information that is not needed to investigate.

For category-specific examples and copyable templates, see What to Include in a Support Ticket.

What to include in a good ticket

The faster a support agent can understand your problem, the faster they can fix it. A good ticket has:

1. What you were trying to do: the goal, not just the error.
2. What actually happened: the specific error message, status, or behaviour.
3. What you've already tried: the guides you read, settings you changed, or restarts you did.
4. Identifying information: domain name, mailbox address, invoice number, and error timestamps. Do not share passwords or 2FA secrets in tickets.
5. A screenshot when it helps illustrate the problem.

Example of a good message:

Trying to send an email from alice@mycompany.com via Outlook on Mac. Get "550 5.7.1 sender denied" on every send attempt as of yesterday afternoon. Other mailboxes on the same domain send fine. I've checked: DNS is all green, mailbox isn't paused (I can log into webmail with the same credentials), and I tried changing the mailbox password. Screenshot of the Outlook error attached. Domain: mycompany.com. Mailbox: alice@mycompany.com. Started: ~14:30 UTC on 2026-05-15.

Example of a less helpful message:

Outlook doesn't work, please help.

Ticket statuses

Each ticket goes through one of three states:

The status changes as the conversation progresses. You can also close a ticket yourself when it is resolved, or reopen it later if the same issue returns.

Replying to staff

To continue the conversation:

1. Open the ticket from the Support Center list.
2. Scroll to the message thread at the bottom.
3. Type your reply in the Reply box (5-10,000 characters).
4. Optionally attach a new image (same restrictions: image-only, 5MB max).
5. Submit.

Your reply moves the ticket from "Waiting on customer" back to "Open". Keep the same ticket for the same issue so the full context stays together.

Keep urgent issues clear

The Support Center does not promise a specific response time in the ticket form. For an account lockout, sending suspension, or billing issue blocking essential work, say what is blocked, when it began, and what you have already tried. A precise subject and timestamps help the team assess impact without relying on an urgency label.

What support can and can't do

Support can help with:

• Investigating a specific delivery or product issue when you provide the time, domain, mailbox, and error.
• Explaining a deliverability problem and suggesting next checks, such as list hygiene or DNS review.
• Checking a billing question and explaining the options available for the account.
• Troubleshooting an API request when you include the endpoint, error, and a redacted example.
• Reviewing an access or 2FA recovery request through the appropriate account-verification process.
• Assessing whether recently deleted data can still be recovered. Recovery is not guaranteed, so report it promptly.
• Helping reset a mailbox password when you are the account owner and cannot self-serve.
• Canceling a subscription on your behalf if the dashboard is malfunctioning.
• Reviewing an erroneous, duplicate, unauthorized, or legally refundable charge. A request does not guarantee a refund or credit.

Support cannot:

• Reveal an existing password or other secret.
• Access your DNS provider, mailbox app, payment provider, or another third-party account.
• Make a recipient's mail server accept a message or control another provider's spam filtering.
• Build custom product features or migrations that the platform does not offer.

Support can explain the next step for these cases, but you remain in control of accounts and settings outside TrekMail.

When NOT to file a ticket

These cases are usually faster via self-service:

• Mailbox password reset: use the self-service password reset flow.
• DNS verification still pending: work through DNS troubleshooting first.
• Card payment failed: try the steps in Fixing Failed Payments.
• Email client will not connect: see Can't Connect Email Client before opening a ticket.
• Emails are going to spam: diagnose with Emails Going to Spam first.

If you've worked through the self-service article and you're still stuck, mention what you tried. That helps support skip past obvious checks.

What's outside support scope

• Other email providers' issues (your recipient's spam folder behaviour, your other-provider Gmail's filtering).
• Marketing content advice (what subject lines work, copywriting).
• Migration tooling for proprietary systems we don't have IMAP/import support for.
• Custom development of features not in the product.

For these, look at agencies that specialise in email marketing or development consultancies.

Status page and outages

If multiple things are broken at once, check status.trekmail.net before filing a ticket. If there is an active incident, include any details that make your case different from the published incident, such as a domain, error, or start time.

White Label Lite

With White Label Lite, define your own support route for end customers. When you need help with a platform-level issue, such as DNS, certificates, billing, or infrastructure, open a ticket from your owner account. This Support Center remains the TrekMail channel for the platform owner.