Before reaching out, please be sure that your domain’s MX records point to our servers (the ones stated in the “Important Account Information” email). You can use whatsmydns.net (please enter your domain name and select MX in the dropdown menu) to confirm this. It should have been set for 1-4 hours before you expect inbound email to work consistently.
We want to have an archive of questions asked in the customer’s voice, and answers given that are tailored to each variation of the question. If you can help us help you by searching and/or posting on our Q&A, please do so. You can leave out private information, we can find it or contact privately to get it.
While we prefer to build up our public database of support questions and answers on the Q&A, you can also join our community chat. There will not always be a staff member available. Please don’t wait for someone to declare availability to ask a question, as it helps to have the question waiting for us when we are available. Other customers might also know the answer and be able to help. Again, you can hide private information. Jarland or Louis will ask privately for any required private information.
Temporary issue on chat: First logins will require admin approval, and it may not be apparent that this is the case due to a bug in RocketChat. It may look like a login loop. Due to harassment by a single user who flooded our chat system with inappropriate messages, we are forced to temporarily approve accounts. We’ll message you to let you know that it’s clear, and this will trigger an email alert.