How to contact us
| Channel | Use it for |
|---|---|
| Email: support@iblockspam.com | Most questions, setup help, missing mail, billing |
| Contact form | When you can't send from your domain, or prefer the web |
Support hours: we'll confirm support hours with you during onboarding.
If mail has stopped arriving for your domain, put "Mail not arriving" at the start of your subject line.
Before you open a ticket
Many questions are quicker to answer yourself:
- Missing message? Check your personal quarantine, your latest digest email, and message history (30 days).
- DNS question? Run the Email Health Check or MX Lookup to see what the internet currently sees.
- Odd delivery path? Paste the headers into the Email Header Analyzer. It runs in your browser and nothing is uploaded.
- Changing provider? Read the migration guide, which includes rollback steps.
- General question? The FAQ covers setup, limits, quarantine, billing and leaving.
What to include in a ticket
The more specific you are, the faster we can trace a message.
Always include
- Your domain (for example, example.com)
- What you expected and what happened
- When it happened, with your time zone (for example, "October 9, around 2:20 p.m. UTC+1")
For a missing or wrongly blocked message
- Sender address and recipient address
- Subject line, if you know it
- Full message headers, if you have a copy of the message or a bounce
- Whether the message appears in quarantine or message history
For a setup or DNS problem
- Which platform you deliver to (Microsoft 365, Google Workspace, cPanel/WHM or other)
- What you changed and when
- Screenshots of the relevant DNS records or connector settings
Never send us
- Passwords, one-time codes or recovery codes
- Full credit card numbers
We will never ask for your password. If someone claiming to be us does, don't share it and forward the message to support@iblockspam.com.
How we handle incidents
We triage every report by its effect on your mail.
| Severity | Example | What we do |
|---|---|---|
| Critical | Mail flow interrupted for an active domain | Treat as top priority, confirm where mail is stopping, and walk you through rollback if that's the safest option |
| High | Some mail deferred, or certain senders unexpectedly blocked | Collect evidence, correlate with filtering logs, and fix or work around the cause |
| Normal | A single false positive or a digest problem | Release the message safely and look at why it was held, without creating broad allow rules |
| Low | How-to, billing or feature questions | Answer in the normal support queue |
What to expect during a critical incident
- We focus on getting mail flowing first, and on explaining the root cause afterwards.
- We may suggest temporary rollback to your previous MX records. Your mail server keeps working without us; your users just lose filtering until you switch back.
- If your mail server is the problem, inbound mail is spooled for up to 5 days and delivered when it's back.
- We'll tell you what we know and what we don't, and update you as that changes.
How we reach you if your email is down
Alerts that only go to an address on the affected domain may never arrive. When you set up your account, add an alternate contact address on a different domain. We use it for service alerts and incident updates, alongside your main address.
What support covers
- Setup and cutover help for your domain
- Missing or quarantined mail investigations
- Filter rules, allow and block lists, and digest settings
- Domain monitoring alerts and what they mean
- Billing and account questions
- Leaving iBlockSpam safely
On Protect Plus, you also get a human setup session to take you through cutover. See pricing for plan details.
What we can't do
- Change your DNS for you. You or your DNS provider stay in control of your records.
- Recover messages older than the 30-day message history.
- Fix delivery problems on the sending side, though we'll help you show the sender what's wrong.
Frequently asked questions
What are your support hours?
We'll confirm support hours with you during onboarding. Email support@iblockspam.com or use the contact form and we'll reply as soon as we can. If mail has stopped arriving, say so in the subject line so we can see it straight away.
My email is down. How do I reach you if I can't send email?
Use the contact form on our website from any device, or email us from a personal or alternate address. When you set up your account, add an alternate contact address that isn't on the protected domain, so we can still reach you during an incident.
A message I need is missing. What should I do first?
Check your personal quarantine or the latest digest email, then search message history, which covers 30 days. If it isn't there, send us the sender address, recipient, approximate time with time zone, and the message headers if you have a copy.
Related guides
Why did this email go to spam or quarantine?
Why an email went to the spam folder or quarantine, what each spam verdict means, how to find the reason in the headers, and how to fix or release the message.
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