Mailshine Support

Please be sure to read our FAQ before contacting support.

All support tickets must be opened via our online ticketing system. If you are not responsible for the management of your domain, please contact your IT department.

We will respond to all support submissions within approximately 1 business hour.

Click here to request support

Mailshine FAQ

I’ve signed up for your service. Now what?

In order for mail to be directed to our servers instead of yours, you will have to update the MX records for your domain. This is usually done through the company you bought your domain from or the company that hosts your website. Please contact them for assistance in making the change.

We recommend the following:

• Setup the MX records:
  - mx1.mailshine.net – Priority – 10
  - mx2.mailshine.net – priority – 10
  

• After waiting two weeks, add a connection filter to your internet gateway (firewall/router) or e-mail server to only allow incoming SMTP connections from mx1.mailshine.net or mx2.mailshine.net. This will prevent spammers from sending messages directly to your server bypassing mailshine.

  Note: DNS can take up to 2 weeks to propagate throughout the internet. After approximately 2 weeks all mail should be passing through mailshine first.

Does this slow down my e-mail?

Typically mail takes about 10 to 15 seconds to pass through our systems. This means you should see little delay compared to the speed in which you receive email today.

Is this secure?

Yes. We take every possible measure to ensure that our servers are secure. All Mailshine servers sit behind 2 layers of firewall protection and are physically not accessible without clearance.

I’m still receiving spam, what should I do?

Our systems remove over 99% of spam however there will always be the odd message that still sneaks through. If you’d like to further decrease the amount of spam you are receiving please see our advanced tips section.

Additionally you may contact support.

What techniques do you use to detect spam?

We employ a number of detection technologies which allow us to achieve over 99% effectiveness. Our systems utilize public and private blacklists, signature and heuristic-based identification, and Bayesian intelligence—which uses mathematics to accurately determine the probability of legitimacy—to name a few.