FAQ - Frenquently Asked Questions

About Maildocker

What is a transactional email and what is it purpose?

A transactional email is an individual email with a specific purpose. It's based on users actions or some personal information, such as, an email address confirmation, password reset, purchase receipts, monthly invoices or anything else that you need to garantee that will be successfully delivered in a fast way.

When can I send transactional emails?

You can send transactional emails anytime for anyone that needs to be notified or is waiting for some personal information or specific data.

Got it, I’m in! How do I use Maildocker?

It’s easy! Signup to start sending your transactional emails. Simple as that!

What types of email can I send through Maildocker?

You can send anything that isn’t bulk. For more information, please read our Terms of Use.

Does Maildocker have a free trial or demo mode?

Maildocker offers 10.000 emails per month for free. Great to start, huh? However, if you are looking for more emails to send, you can buy credits in a pay per use basis and you pay only for the exceeded emails.

Does Maildocker have a test mode or sandbox?

Sure! You can create multiple Docklets, that will be used to organize all transactional emails you send, and they can also be set to sandbox mode to discard emails or even send them to another mailbox, so you'll be able to see how the flow works and how the email is being shown up.

If I have any questions, how can I contact Maildocker's team?

Great you asked! You can always contact us for further questions. Bruce and Eddie, our mascots, work hard to make sure your email reaches us. We’ll get in touch as fast as we can.

Account

My account is being provisioned, what can I do?

When you sign up, you can't start sending transactional emails right away because your account is being approved by us. However, you can enjoy our harbor and explore the sandbox mode to send emails to yourself in order to test how the system works. While you wait, take a look on how to get started.

How can I add a user to my account?

Look for the menu on the left side of your screen and go to the Account option through the orange circle above your avatar image, then access the Users option. Once you have registered the new user, you'll receive an email with the instructions to create a password and access the Maildocker.

Can I have multiple users or different logins for a Maildocker account?

Good question! You can create users and admin users (who can create other users), so you'll be able to share your account and data easily and freely.

How can I change my time zone in Maildocker?

On the menu go to the Account option through the orange circle above your avatar image, then choose the Profile option to set or change the time zone.

How can I change my password?

On the menu go to the Account option through the orange circle above your avatar image, then choose the Change Password option to set a new and stronger password, for your own safety.

How can I change my email address?

On the menu go to the Account option through the orange circle above your avatar image, then choose the Change Email option to set a brand new email address.

I’ve changed my mind, how do I cancel my Maildocker account?

Your Maildocker account can last forever if you want it to, without any additional charges. How about that? However, if you really want to leave us, just contact us and we will make sure all your data is erased.

After canceling my Maildocker account, how do I download my content and data?

Use the API to retrieve any data you want. There isn't a mechanism in the system interface to download all the content. However, remember that any download should be done before cancellation. After this you won’t be able to access that data anymore. It will be permanently removed from our servers.

Contacts list

Can I upload my list in Maildocker and how do I do it?

Maildocker is not a traditional email marketing platform, so there is no way to upload or download lists. As a transactional email software, all lists are filled in automatically inside the system as soon as the emails are sent.

How can I manually add contacts?

Look on the menu at the left side of your screen and go to the Contacts option. To add more contacts simply click the [+ new] button!

How can I manage contact properties and segment lists?

That’s a good thing to know! On the menu go to the Contacts option and choose the Profile option to change Personal Data or the List option to manage where this contact belongs to.

Am I limited to one email sending address?

Not at all! All you have to do is add your own domains through the Settings option on the menu and if it's apt to go, you can use any name@owned.domains you want.

Can I send autoresponders with Maildocker?

Sure! You can use the behavior module to create event-based auto-replies.

Can I schedule a message to send at a specific time?

We are always ready to go which means all messages at Maildocker are sent upon request without delay.

Can I resend emails that have already been sent?

No. Every sent message is a unique event under the Maildocker platform, so you should send it again as a new fresh email, for it to be tracked independently.

Can I send from more than one domain through Maildocker?

Yes! All you need to do is add your own domains through the Settings option on the menu, and if it's apt to go, you can use any name@owned.domains you want.

Can I send to more than one contact at a time?

You can send emails to as many recipients that you want in every request made.

First email

I just signed up. Where do I start?

Check your email, there's a new message from Bruce and Eddie greeting you with the next steps to follow.

How to create and send an email with Maildocker?

First, setup a Docklet with at least a name, then get the credentials (API Key and API Secret) and you're ready to go!

How do I send a test email?

You can change the Docklet status to sandbox mode and set your email address to receive any email you send (but be aware that all emails sent within this time will not be delivered to the real destinatary), or you can setup your email address on the "bcc to" field under the Docklet option on the menu to receive a copy of all emails that are being sent.

Can I use a HTML file from my computer?

You can copy and paste the HTML content from your file as a Maildocker template and use it whenever you need.

How can I add an attachment to an email?

Send through the API an "attachment" key with the "name", "type" and "content" fields, where the content is the base64 representation of the file you want to send.

Can I use different accounts to send my emails?

You can setup multiple Docklets and add all your owned domains to organize and send your emails the best way you need it.

What is an email tag?

An email tag is a metadata used to filter emails sent throught the Maildocker platform.

What is the meaning of To, Cc and Bcc?

Before sending an email, you can choose at least one of three fields for recipients.
To: field for the visible recipients of the message.
Cc (carbon copy): field for the secondary recipients, those who receive the email as a copy.
Bcc (blind carbon copy): field for the recipients added as a copy, but without the knowledge of the other recipients, which means that all email addresses won't be visible.

Settings

What are SPF and DKIM and how do I set them up?

SPF is an acronym for Sender Policy Framework. It’s an authorization that allows us to send emails on your behalf. This option is available on the DNS server of your domain. It also allows the domain holder to set a server that will be permitted to send email messages. We guide you (and your IT team) on how to publish this TXT entry. You may also need some help with the SPF settings. In cases where the SPF is not configured yet:

"v=spf1 include:spf.ecentry.io a mx ~all"

In cases where the SenderID is already configured and you want to add the Maildocker IPs:

"v=spf1 ip4:xxx.xxx.xxx include:spf.ecentry.io a mx ~all"

DKIM stands for Domain Keys Identified Mail, which refers to an antispam authentication system that increases the email's integrity when delivered in your destination with a public key in this email and in the DNS source server. We recommend you to open a request with your IT team to publish a TXT entry under the name "ecentry._domainkey.yourdomain.com.br", with the following content (no line-breaks):

"v=DKIM1; g=*; k=rsa; p=MIGfMA0GCSqGSIb3DQEBAQUAA4GNADCBiQKBgQDBLTlS2DySFDRCsAqkUsIjAI7RvuRS6q5aTMyrdp9LogFjO7yTQKw/vw+bKrhHu1NuVWciRNp32m6E/imM5waqWL7w9xh4O8ap0jwORILrJvl/4NLLWXR/LuzIzmZ61nChq0vDOjdzCmBR6mALwzES4Ss2gPwldmTbtmVN14+0aQIDAQAB"

What is the return path and why should I have one?

The Return Path defines the address that bounces get sent to and it's also used by some email authentication methods. It doesn't affect the deliverability, but it sure helps to achieve alignment among SPF, DKIM and DMARC. To personalize it, you should create a MX record in DNS that points to app.ecentry.io. DMARC also lets you define what happens to emails that fail the authentication rules you defined in SPF and DKIM. You can create a policy to quarantine or reject emails that fail SPF, DKIM, and alignment (although you should only do that if you’re really sure your legitimate emails won’t be rejected). For an email to be fully aligned according to DMARC, the domain of the From address must match the domain or subdomain of the Return-Path address.

Can I customize the domain for accessing Maildocker?

Of course you can! Why not? First, add a CNAME into your DNS domain and then point the URL to "sys.ecentry.io". Add this domain as one of the domains under the Settings option on the menu. That's it!

I was notified that my dedicated IP address requires a warm-up period. What is the best way to go about it?

Don't worry! You can leave it with us. Our algorithms do this automatically for you.

What is my sending IP?

If you don't have a Dedicated IP address in the Maildocker platform, your email’s IPs can be any of the IPs presented in the spf.ecentry.io entry. But if you have a Dedicated IP address, it will be used on every single email sent by you.

How do I set up my email sending domains?

Go to the Settings option on the menu and choose the Domains option, then add all your owned domains that you want to use with Maildocker.

What are the API Key and the API Secret?

The API Key is the Docklet login, used to identify from where this email is being sent, while the API Secret is the equivalent of the password.

Can I send to my Maildocker contact lists via SMTP?

Yes! Setup your client email to use the smtp.ecentry.io as the host and authenticate it using the Docklet API Key and API Secret as the credentials, then you're ready to go.

Features

Can I hide certain tabs or customize Maildocker?

Well, you can't do things like this with Maildocker yet, but wait for good news.

Will my subscribers know that I'm using Maildocker?

If you're using a free account, all emails sent with Maildocker will have a specific signature with the Maildocker’s logo and URL, but as soon as you buy credits to send more emails than the free limit, this signature will not be sent anymore.

Where can I edit my email templates?

On the menu, go the to Template option, so you can add new templates or edit templates you already have created.

Can I check my templates against multiple email clients before sending them?

Sure! It's a piece of cake. All you have to do is choose the preview option in the Templates. Easy, huh?

Can I customize the domain used for open and click tracking?

Yes! Add a CNAME into your DNS domain and point the URL you want to be the tracking to "app.ecentry.io", then add this domains as one of the sending domains under the Settings option on the menu and you are done. You'll be able to select this domain as a tracking one in your Docklet tracking settings.

How do I add Google Analytics tracking to my links?

Go to the Docklet tracking menu and check the "Google Analytics Tracking" option to enable the fields used to track events and set them as needed.

Reports

Where can I see the statistics of my sent emails?

You can access the Maildocker’s Dashboard or the Docklet’s Dashboard to see how your sendings are going, as well as the Event option on the menu, that shows all the events regarding emails and interactions tracked by Maildocker so far.

What do these statuses mean: sent, opened, clicked, blocked and bounced?

‘Sent’ means that your email was successfully delivered to the destined email server. ‘Opened’ means your contact opened the email and the entire HTML content was shown. ‘Clicked’ means that your contact clicked on one or more links tracked by the email sent. ‘Blocked’ means your email could not be sent by some reputation or suppression reason (go to the Events option on the menu for more detailed info). ‘Bounced’ means that we tried to deliver your email, but the destined email server didn't want or couldn't receive it due to some problem or invalid email address (go to the Events option on the menu to find detailed info).

What happens if an email bounces?

If it's a hard bounce (invalid email or domain address), the contact will be marked as an invalid email and you won’t be able to send it to that contact anymore until you change his or her email to a new one. But if it's a soft bounce (temporary error, regarding the destination email server or the email address inbox), the contact will be marked as a temporary error, and you'll need to send a new email to try again.

Can I receive bounce notifications via email?

Of course you can! Just set an emailhook in the Docklet settings that is being used.

Can I tell if my email was actually delivered?

You can check the contact history menu to check what happened to your email, to see if it was sent, blocked and if it has been tracked or bounced.

Billing

How does Maildocker billing work?

The plans at Maildocker are monthly and no matter which one you choose you will always be charged on the first day of the month. When you sign a plan, the pro-rata collection of the days remaining until the end of the month (including the day of signature) is immediately made to your credit card.

What are the different payment methods?

For now, Maildocker only accepts payments by credit card.

How do I add, prioritize or delete my credit cards?

In the Payments option you can make the changes you want to, but remember that if you have a non-free plan it's mandatory to keep the data of one credit card at least.

How do I get my payment bill?

Every first day of the month, you will receive an email containing payment information and a link to download the tax document. These documents will also be available within the system in the Payment option anytime.

How do I upgrade or downgrade my plan?

It's as simple as using the platform. Select a new plan in the Plans page within the Payments option. Upgrades are charged and hired immediately, while the downgrades come into effect on the first day of the following month at the next collection.

If I upgrade my plan, do I get billed twice in the same month?

Yes! As soon as you make the upgrade you will be charged for the collection pro-rata regarding the value of the new plan, deducting the amount already paid, also calculated in a pro-rata basis.

What happens when I downgrade my plan?

The current plan will be valid until the end of the month, while the new plan will take effect starting from the first day of next month along with the monthly billing.