What is a Forever Free plan?
It is a Free Trial plan with which you will have an option to test the service. This plan is limited to 500 contacts and 2500 sends.
Which plan can you recommend?
Our plans are based on number of unique contacts used in a month. So, choose a plan that fits your needs for a month. You can upgrade/downgrade anytime, and you can delete and load new contacts after each billing date.
What are your advantages?
We provide a simple user interface with all the necessary features and with a very competitive pricing. We also offer different integrations (for example, Insightly, Google Apps, etc.) In addition, our customer support is always ready to help you out in real time with any questions you may have.
What is a monthly unique limit?
Your monthly unique limit is your account contact limit. For example, when you are in 10k contacts plan it means that you can send as many emails as you want, to 10k unique contact during the billing period. If you have sent to some contacts in this billing period and deleted them, they still count within your monthly unique limit.
What payment methods do you accept?
You can pay with your credit card or via your PayPal account.
What is a difference between paid account and a free one?
Paid accounts have no limits, only the number of unique contacts in a billing period is measured. Free accounts are limited to 500 contacts, and up to 2500 sends in a month.
How can I cancel/downgrade my account?
In order to cancel/downgrade your account you should contact our support via chat/ticket system and we will do it for you.
Can I reactivate my account after its cancellation?
Upon the cancellation of your account, it will be placed on Forever Free plan, meaning, you can always come back, click Upgrade and resume your activities.
What is my password?
We don’t see customer passwords, but if you don't remember it, you can click Forgot? link at the top of password field in login page and a new password will be sent to your email address.
Where can I see my invoices?
You can find your invoices here: cloud.directiq.com/client-invoices.aspx
What is my API Key?
When you are logged in, you can find your API Key in My Account -> Social Media & Integrations -> API Integration -> Your API Key
Can I hide a footer or remove DirectIQ links from it?
A footer is set by default, you cannot neither hide it nor remove the links.
Do you use my mail server or DirectIQ mail server to send emails?
We are not using your own mail account and server for this. We use our servers and spoof to make it look like it's from you. Replies will come to you, of course.
Do you allow Spam?
DirectIQ has a no tolerance spam policy. Our customer support actively monitors large import lists and emails going to a large number of contacts. Any customer found to be using DirectIQ for spam will be immediately cut-off from use of the product.
Why my emails fall into the spam folders?
Nowadays, it's hard to prevent mass email transmissions from falling into spam folders. The content you send, the links, texts and the parameters of your sender's address are out of our control. We recommend you to use our Spam Doctor feature before you send your template to your contacts. If some of the words in your mail are likely to fall into spam, our system warns you about it. You can find Spam Doctor icon next to each template.
Also, the fact that you are allowed to email your contact list prevents you from falling into spam as well.
I sent a test email, but haven't received it. Why?
Most likely, it ended up in a Spam folder. The thing is, in test mails, the sender address is different using one of our domains for tests. But in actual campaigns, your domain name is used. Sometimes, when sending and receiving domains are the same, receiving may place it in spam, thinking it may be a spoof. From address is the key there. But you receiving in spam doesn't mean others are same.
Why my campaign is on Pending Authorization?
When you either sign up for a Forever Free account or Upgrade it, the first campaign is always a subject to our team’s approval. As long as we don't see spammy content, or more importantly phishing/scam attempts, we do approve any campaign really fast.
Can I cancel the sent campaign?
Send Now is almost instant unfortunately. There is literally less than a minute between hitting confirm and the mails being out of control.
What are passive contacts?
Contacts marked as passive are kept for reference but are not otherwise used during email campaigns. Passive status is automatically assigned under the following conditions:
- When a contact unsubscribes from a mailing list.
- An email from the contact is returned as invalid.
- When a contact marks your message as 'spam'.
Can I reactive a passive contact?
The Contacts Details page of each contact allows users to update the status of the contact from Passive to Active, and vice versa. This page can be accessed through the Contact Reactivation page with the specific information on reactivating a passive contact. It can be found under the Contact Lists tab -> Contact Reactivation.
What are email bounces?
Bounce Message is a non-delivery report/receipt (NRD) is typically sent to the sender when an email message cannot be delivered. There are two types of bounces: soft and hard. Soft bounces typically indicate a temporary delivery issue to an address such as a recipient's inbox being full, email server is down or email message is too large. A hard bounce indicates a permanent reason an email cannot be delivered. For example, when recipient email address or domain name do not exist, recipient email server has completely blocked the delivery, etc.
Can I delete my list and add a new one in a list based plan?
You have every right to remove any contacts from your account as long as you haven't sent emails to them in a billing period. Our system won't allow deleting of used list to block abusive use of circulating more contacts than your account limit. You can delete any lists right after receiving a new invoice, meaning, you can refresh your account every month.
Why are my lists locked?
The reason is that it is a list with some invalids in it. To clean your list you can use the service List Cleaning in your account. It will delete all the invalid contacts from your list.
What is a difference between Sender and Return email addresses?
Sender email address is the From address that's what your recipients see when they receive your email. But then when they click Reply, it goes to the Return address you've provided.
Can I attach files to the emails?
You cannot attach a file, as attachments trigger spam filters more often now, therefore, you can place a link to download from web, but not actually send the file attached.