SpamToad: Frequently asked questions

How fast is the setup process?
Normally within 30-60 minutes after you've signed up online. Once configured on our gateway you will receive an email containing instructions about the MX record change.

Once the MX record has been changed when will the filtering start?
The bulk of your email will instantly be filtered once your DNS server has updated. Most DNS servers update within 2-4 hours, but some may take up to 8 hours.

Can I review spam messages that are trapped?
Yes. Your messages are held in your Spam-Viewer. We will provide you with a username and password where you can review your trapped messages.

How long will my messages stay in the Spam-Viewer?
Spam messages are held for 7 days.

Can I whitelist addresses (do not block)?
Yes. Whitelisting is done automatically inside of your Spam-Viewer. Whenever you 'release' a message inside your Spam-Viewer the message is automatically whitelisted and the senders address will never be blocked again.

Is the 30-day free trial 'really free'?
Yes. Unlike a 30-day money back guarantee, we do not charge any money to try the service for a full 30-days. A credit card is required for security to activate the trial but the card is not charged during the 30-day trial.

What happens when the 30-day free trial ends?
Your trial account will automatically turn into a regular account. No action is required when the trial ends unless you decide to cancel.

What if a legitimate message gets trapped in the Spam-Viewer?
You can "release" any message from the Spam-Viewer. Once released the senders address will automatically be whitelisted and will never be blocked again.

Are there any contracts or commitments?
No. This is a month to month service with no long term commitment. You can cancel at anytime without penalty.

Are there any setup fees or hidden charges?
There are no setup fees, configuration fees, annual fees, support fees, period.

How do I update my credit card information?
Please use the following secure link: [[coming soon]] to update your credit card information.

Can I pay by check?
Yes, if you pay for an annual subscription. Contact billing@spamtoad.com to change your billing frequency.

How do I cancel service?
Simply send an email to support@spamtoad.com or call us at 1-877-250-TOAD (8623). Before you cancel be sure to move your MX records away from our Gateway. Your account cannot be cancelled until we have verified your MX records no longer point at our Gateway.

When do you start charging my credit card?
Your first charge will occur on the first day that your trial ends.

Do I need to contact SpamToad.com after my trial ends?
No, you do not need to contact us after your 30-day trial ends unless you decide to cancel. Your trial account will automatically turn into a regular month to month account.

I forgot the username and password for my Spam-Viewer...
Your username and password is located in the original 'Welcome email' received when you signed-up. If you can not locate this information please send an email to support@spamtoad.com.

I can not log into my Spam-Viewer...
First verify you are logging into the correct Spam-Viewer URL. The URL posted here on our website is different than your personal Spam-Viewer. Your exact URL is located inside your Welcome email. If you can not locate this information please send an email to support@spamtoad.com.

What happens to email if my mail server goes down or offline?
We will keep retrying to deliver your mail for 7 days. We act as a backup server for your server.

I've changed the IP address of my mail server...
If you change the IP address of your mail server or moved to a new hosting company you will need to contact us. We need to change the forwarding address on our gateway to ensure your mail is delivered to the correct location. Please contact support@spamtoad.com.

Error 501: "Connecting IP must have valid PTR Record.
If you receive a bounced message and see the error "501: Connecting IP must have valid PTR Record" this means the sending mail server does not have a PTR (Pointer Record or Reverse DNS) setup on the IP address of the senders outgoing mail server. The basic core of sending email revolves around a properly configured email server. If there is no PTR record, or if it's misconfigured, then plain and simple the mail server will not be able to send email to the majority of the world and must be corrected.

How do I properly configure a PTR record? Two steps. First, contact your ISP and ask them to create the PTR record (for example smtp.yourdomain.com = xxx.xxx.xxx.xxx (your outgoing servers IP address). Second, contact your DNS Provider and create a DNS "A" record that matches the PTR record (for example "A"= smtp.yourdomain.com = xxx.xxx.xxx.xxx (your outgoing servers IP address). The "A" record must be setup by your DNS Provider, and the PTR record must be setup with your ISP (in rare cases this is both the same company).

How do you get a PTR record? This can only be setup by the company that 'owns' your IP address, normally your ISP. In most cases this can not be setup by your DNS Provider or your Hosting Provider. Although you should first contact your hosting provider and they will instruct you further.

If you don't have a PTR record, and can't get one (for example because you have a dynamic address), you will want to send outgoing email through a server that does (try http://www.dnsmadeeasy.com/s0306/prod/smtp.html).

Please note: Your INCOMING mail server doesn't need a PTR record.

I cannot receive mail from a specific sender (or domain)
Follow these steps to troubleshoot missing mail.

Step 1) Check your Spam-Viewer to see if the message is getting trapped (quarantined).
If the message is not found go to step #2.

Step 2) Have the sender send a test message with the subject "butter test"
Then contact us ASAP (within 6 hours) after the message has been sent. We will look at our logfile to see if the message arrives at our filter.
We would need the following information for this test:
--Senders email address
--Recipients email address
--Approx time sent (please include what time-zone you are in)
--The IP address of the senders (outgoing) mail server. This is extremely valuable information (but not always easy to find).

Contact us by email at support@spamtoad.com once the test has been sent.