Pre-Sales FAQ - Extended

Comprehensive answers to technical and operational questions about MXroute email hosting.

Technical Details

1. What email protocols do you support?

All standard protocols: IMAP, POP3, and SMTP.

2. Can I use my own domain?

Yes. That's the whole point. You'll need to update your DNS records to point to our servers.

3. Do you support catch-all addresses?

Yes, but be aware that they can become significant spam magnets, so they are not recommended.

4. What spam filtering do you provide?

SpamAssassin with heavily modified rulesets. We also maintain "Expert Spam Filtering" - our list of the worst of the worst sources of spam that we block. AI Spam Filtering will soon be available as a low-cost add-on.

5. Can I migrate my existing email from another provider?

Absolutely. We recommend the tool Imapsync.

6. What's the maximum attachment size?

50MB total message size. Keep in mind that attachments are converted to text before sending, so the actual attachment can be slightly smaller than 50MB once encoded.

7. Do you support email forwarding?

Yes, except when you choose to opt out of our "Expert Spam Filtering."

Account & Billing

8. Can I upgrade or downgrade my plan?

Yes. Upgrades and downgrades on our older legacy servers are available only between the Small, Medium, and Large subscriptions. Upgrades to subscriptions of 100GB or more will require self-migration. Subscriptions on the Fusion, Glacier, Sunfire, and Witcher servers will not require migration.

9. What payment methods do you accept?

Payment cards via Stripe and PayPal. Crypto payments are not supported at this time.

10. Do you offer multi-year discounts?

Watch for our Black Friday promos.

11. Can I add more domains/storage to my plan?

All subscriptions allow unlimited domains and may be upgraded as mentioned earlier.

Features & Interface

12. Do you provide webmail access?

Yes. Roundcube and MXlogin (Crossbox).

13. Can I create email aliases?

Yes. These are called forwarders.

14. What about mailing lists?

Mailing lists are not supported. We recommend services that cater to this specific need such as groups.io.

15. Do you offer two-factor authentication?

Yes, for both the management panel and the subscription admin panel.

16. Can I use email clients like Outlook, Thunderbird, Apple Mail?

Yes, however you'll need to manually configure your email clients as we do not support autoconfig or autodiscovery. For desktop email clients we highly recommend Thunderbird over Outlook as New Outlook is very problematic, and forces you to proxy your emails via their server which we feel does not respect your privacy.

Privacy, Security & Compliance

17. Do you read my email?

Absolutely not! The exception is if a spam or abuse report is made - those reports will include a copy of the email that you sent.

18. Where are your servers located?

The majority of our servers are housed in Ashburn, Virginia. We also have server locations in Australia, Finland, Germany, and The Netherlands. Eventually all servers will be migrated to Ashburn.

19. Are you GDPR compliant?

Our statement on GDPR compliance may be found at https://docs.mxroute.com/docs/general/gdpr.html

20. Do you encrypt email?

We do not encrypt emails but you are welcome to use PGP. All emails are encrypted in transit.

21. What happens if my account gets hacked?

We have very sophisticated compromised account detection. If an email account is suspected of being compromised, sending privileges will be suspended pending manual review by our Security Department. Our review may take up to 8-12 hours to complete.

Restrictions & Abuse

22. What happens if someone reports my emails as spam?

We will receive an abuse complaint containing a copy of the email that you sent. If upon review we find that you have intentionally sent spam, we will take action ranging from suspension of sending privileges to subscription termination.

23. Can I send automated emails from my application?

Absolutely! Sending of transactional emails is a major portion of our volume.

24. What if I accidentally violate the marketing email rule?

There is no such thing as an accident. You either sent marketing email, or you did not.