Support Center
To contact our support team, read the support guidelines and then fill out the support form.
The documents below are a collection of all GMass support articles.
Account & Payments
GMass account FAQ
- How do I create a GMass account?
- How do I upgrade or downgrade my GMass account?
- Can I transition my individual account to a team account?
- How do I disconnect GMass from my Gmail account?
- How do I stop GMass from sending emails from my Gmail account?
- How do I cancel my GMass subscription?
- How do I uninstall GMass?
GMass pricing FAQ
- How do I update the credit card on my GMass subscription?
- How do I get my GMass invoices?
- I have more questions about pricing
GMass subscription FAQ
- How do I transfer my subscription to another account?
- How do I manage a Team Plan?
- How do I switch to a Team Plan?
Pre-Signup Questions
- What makes GMass better than the other email marketing and cold email platforms?
- Who is GMass good for?
- Can you give me more details on GMass’s pricing?
- What are the features and benefits of a GMass Team Plan?
- Will GMass work for me if I’m not sending commercial emails?
- Do I have to use a Gmail address to send a GMass campaign?
- Can I really use GMass to break Gmail’s daily sending limits?
- Where’s a good place for a GMass beginner to get started?
- Why does GMass hide the Gmail send button?
- How large of attachments can I send with GMass?
- How does GMass get around pixel blockers to track opens?
- Is cold emailing illegal?
- Is GMass GDPR-compliant?
- How does GMass handle the 2024 Google/Yahoo sender policy changes?
- What is GMass’s anti-spam policy?
- How do I create a GMass account?
- GMass is requesting a lot of permissions — what data are you storing?
- Does GMass have an affiliate program?
- Is GMass using AI?
- Does GMass work on mobile phones?
GMass Extension
GMass compose window FAQ
- Why does GMass hide the Gmail send button?
- The GMass button is missing.
- I’m clicking the GMass button but it has no effect.
- Why are my email addresses minimized into one alias?
- Why doesn’t my Gmail signature show up when GMass launches the Compose window?
GMass troubleshooting FAQ
- Why did my mail merge/personalization fail?
- Why are my emails taking so long to send?
- Why are my legitimate emails winding up in spam?
- My campaign failed — how can I reset it?
GMass install/uninstall FAQ
- How can I install the GMass extension locally (without the Chrome Web Store)?
- Why do I have to enter my Google Sheet ID manually?
- How do I disconnect GMass from my Gmail account?
- How do I stop GMass from sending emails from my Gmail account?
- How do I uninstall GMass?
GMass How-Tos
GMass personalization and mail merge FAQ
- How do I use mail merge fields to personalize emails with GMass?
- How does the GMass settings box work?
- How do I use personalized attachments with GMass campaigns?
- How large of attachments can I send with GMass?
- How do I use personalized images with GMass campaigns?
- How do I personalize entire paragraphs in GMass campaigns?
- How do I use personalized links in GMass campaigns?
- Can I set the Cc and Bcc fields with a mail merge?
- Can I use Cc and Bcc mail merge and regular, “static” Cc and Bcc in my campaigns?
- Can GMass really detect my contacts’ first names?
- How can I set or change the From Name on a campaign?
- How can I set or change the From address on a campaign?
- How can I set or change the To header on a campaign?
- How can I set or change the Reply-To address on an email campaign?
- How do I set the preview text for a campaign?
- How can I send a campaign to multiple lists (and use mail merge for all of those lists)?
Follow-up email FAQ
- How do I set up an auto follow-up series to send until I get a reply?
- How can I sent automated follow-ups based on clicks?
- Can I have follow-ups stop if someone replies or clicks?
- How do I send a follow-up sequence that keeps going even if someone replies, opens, or clicks?
- How can I add an auto follow-up after a campaign is finished sending?
- Can I send a follow-up campaign manually?
- How do you know if someone has replied to my emails to stop the auto follow-up sequence?
- If I use a different Reply-To address, can auto follow-up campaigns still stop when someone replies?
- Why did fewer people receive an auto follow-up stage than I expected?
- Can I edit or cancel my auto follow-up emails?
- How do I edit my rich text auto follow-ups?
- Can I set the subject line in follow-up emails?
- How can I remove an address from an auto follow-up sequence?
- How do I use rich text in my auto follow-ups?
- Can I stop follow-up emails to an entire company if one person responds?
- What’s the maximum number of days I can put in between auto follow-ups?
- How do triggered emails work with auto follow-ups?
Triggered email FAQ
- What are triggered emails?
- If my triggered emails go out when people open messages, will they go out on false opens due to Apple’s Mail Privacy Protection?
- Since triggered emails are sent as transactional emails, do my GMass transactional SMTP relay settings affect them?
Google Sheets integration FAQ
- How can I use Google Sheets for a mail merge with GMass?
- How can I send a campaign to just selected rows from a Google Sheet?
- Why do I have to enter my Google Sheet ID manually?
- Can I connect to multiple Google Sheets in a single campaign?
- Why isn’t my Google Sheet showing up in the GMass dropdown menu?
MultiSend (inbox rotation) FAQ
- Does GMass have an inbox rotation feature that lets me send distributed campaigns with multiple sending accounts?
- Can I use auto follow-ups with MultiSend?
- How is MultiSend different than other companies’ inbox rotation feature?
Drafts and testing FAQ
- How can I preview my campaign emails as drafts before I send them?
- How do I send myself a test of an entire email sequence?
- How do I set up an A/B test?
Campaign management FAQ
- Can I give my campaign a name for internal use?
- Can I use Gmail labels to organize my campaigns?
- How do I edit a campaign that’s scheduled (or that already started sending?)
- How do I pause a campaign after it starts?
- How can I cancel a scheduled campaign to stop it from sending?
- Can I send a new campaign as a reply in the same thread as a previous email to a contact?
- How do I send a campaign based on how subscribers engaged with a previous campaign?
- How do I set up a recurring campaign that automatically sends to new contacts?
- Why is my recurring campaign going to contacts who I deleted from the connected Google Sheet?
- How can I resend my campaigns when I get errors?
- How can I resend my campaigns to blocked email addresses (after I’ve fixed the problem causing the blocks)?
Inbox management FAQ
- Is there a way not to clog up by Gmail Sent folder with every single email from my campaigns?
- How does GMass use Gmail labels?
- How does GMass keep my inbox organized with all the different auto-responses?
- Does GMass have a unibox feature if I’m using multiple sending accounts with MultiSend?
Templates FAQ
- Can I use templates with GMass?
- Is there a way to use a template to respond to people who reply to my campaign?
- How do I share templates with my team members or other GMass users?
Unsubscribe, bounce, and suppression management FAQ
- How do I add an unsubscribe link to my emails?
- Can I customize my unsubscribe link?
- How do I manually import or remove unsubscribed addresses?
- Can I bulk upload a list of unsubscribed addresses?
- Can I unsubscribe an entire domain, not just individual emails?
- Can I access my teammates’ unsubscribe lists and bounce lists?
- How do I enable list-unsubscribe headers to allow email clients to add easy unsubscribe links?
- How does GMass handle bounced emails?
- Why is GMass not detecting bounces?
- How do I create a suppression list with GMass?
- How do I create a dynamic email suppression list for an ongoing campaign?
- Can I suppress emails to addresses based on whether I’ve emailed them recently?
- How do I suppress emails to certain domains or email addresses on a campaign-specific basis?
- If I suppress emails to a domain, will it also suppress to multi-part/subdomains (like @ext.domain.com)?
Other GMass how-to FAQ
- Can I schedule my campaign to skip sending on weekends or any other days of the week?
- Can I schedule my campaign to skip holidays?
- How do I schedule a campaign in GMass?
- What’s the difference between hosted and embedded images?
- How does GMass’s link checker work?
- Can I add a countdown timer to my emails?
Reporting
- How do GMass’s campaign reports work?
- How do I share my reports with people on my team?
- How do I share my reports on social media?
- How can I add campaign data to my Google Sheet?
- How can I download or export campaign data?
- How does GMass track clicks?
- Can I see how many clicks each link in my email received?
- How does GMass prevent false opens from counting toward my stats?
- When I open an email in a campaign, it counts as an open — is there a way to prevent that?
- Why aren’t my open tracking reports showing up?
Deliverability
Gmail sending / troubleshooting FAQ
- Can I send GMass campaigns through an alias email address?
- What are Gmail’s sending limits (and what can I do about them?)
- Why did my Gmail account get suspended?
- Why did Gmail bounce my emails?
- Why did my Gmail account become inaccessible after I sent a big campaign?
- Why are my emails getting blocked and how can I fix it?
- What does this Gmail bounce error mean: read error: generic::failed_precondition?
- What does the “An error occured, but the error response could not be deserialized” error mean?
Deliverability tools FAQ
- How can GMass help me fix my spam issues?
- How does GMass’s Spam Solver work?
- How does GMass’s email verification service work?
- How does GMass’s Email Analyzer work?
- What’s a custom tracking domain, how do I set it up, and why does it improve deliverability?
- Are my tracking links served over secure HTTPS or insecure HTTP?
- Can I turn off tracking when I send to some specific email providers or domains?
- How can I check my account quota and sending limit?
- How does GMass’s Inbox, Spam, or Promotions? tool work?
- Can I use spintax to randomize the wording in my campaign emails?
Sending issues FAQ
- What server is sending my emails?
- Does sending from Gmail directly versus the Gmail API affect deliverability?
- My emails are getting blocked — what’s the best way to fix that?
- One specific email provider is causing problems for me — what should I do?
- How do I get around Mimecast blocks?
- How can I find my sender reputation (and improve it)?
- What are 69585 bounces in Gmail?
- How can I avoid Gmail’s “reached a limit” bounces?
- Why are my legitimate emails winding up in spam?
- My campaign was unable to send — how do I reset it?
SMTP
- Can you explain the differences between GMass’s different SMTP options?
- Can you explain how GMass says I can send unlimited emails?
- No really, how can I send unlimited emails in Gmail when they have sending limits?
- What is the best SMTP service to use with GMass?
- How can I set up a SendGrid SMTP account for GMass?
- How do I set up DKIM when I’m using GMass with a SMTP service?
- How can I use GMass’s own accounts to break Gmail’s limits?
- How can I use the GMass SMTP service for my transactional emails?
- Can I choose to send through Gmail’s servers to some email providers and SMTP to others?
- If I’m using an alias address, can I still send GMass campaigns through Gmail’s SMTP servers?
- If I use a Gmail.com address with an SMTP, how does GMass help me achieve DMARC compliance?
API & Integrations
- How do I use the GMass API?
- How do I use webhooks with GMass?
- How do I use Zapier with GMass?
- Can I automatically add people who email me to an automated campaign?