How to get support from the GMass team

GMass is a bigger operation than it was when it launched in September of 2015. Now there are multiple team members, we use Zendesk as our support ticketing system, and we have lots of blog content answering almost every question imaginable.

Whereas before it was customary for users to email the founder (Ajay) directly, now you should email our support email address (provided below). We do not offer phone support.

We do not respond to all requests. GMass is a low-cost, self-service (mostly) system. If a question has an obvious answer or an answer easily found on our blog, we may discard the request in the interest of time and keeping GMass an efficient operation.

Here are some additional steps you can take to ensure the best possible GMass support.

Please do:

  1. Please send one single email to our support address (given below) and not to any other email addresses.
  2. Make sure your email comes FROM the Gmail account for which you are seeking help. If your email comes from a different From Address, be sure to specify the Gmail account with which you’re using GMass and want help. If you send us an email “from” an address for which we can’t locate a GMass account, and no other email address is mentioned, the support request will be discarded.
  3. Include screenshots and videos where applicable to illustrate the issue.
  4. If your question has to do with a specific campaign, include the campaign ID in your request.

Please don’t:

  1. Please do not email team members directly for new requests. This can either result in no response or a severely lower response time (a month or more), since the team member has to first notice the email, and then has to forward the email to our support address in order to create a ticket. In most cases, emails sent directly to team members asking for support are missed or discarded.
  2. Do not respond to mass emails from GMass staff announcing new features asking for account-specific support.
  3. Usually a support requested can be answered by a blog post. Please do not be offended if your support question is responded to with a simple link to a blog post rather than a complete sentence.
  4. Do not respond to an old support ticket from a long time ago introducing a new issue unrelated to the previous issue. Instead, create a new ticket by sending a new email to our support address, given below.

The most popular support questions and answers

  1. If you’re trying to cancel a campaign, read this article.
  2. If you’re looking to stop other types of GMass emails from sending, read this article.
  3. If you’re looking to cancel a paid subscription, follow these instructions. Do not contact us to cancel your subscription. You must do it yourself.
  4. If your emails are bouncing because with a “You have exceeded your limit” message, read this first.
  5. If you are trying to cancel a GMass subscription or request a tracking domain or do anything that requires an @gmass.co command in the To field, and you get a bounce, it’s because you hit the Send button when you were supposed to hit the GMass button. Please do not contact us to tell us that an email to an @gmass.co address bounced.

Thank you for reading through this post before contacting us for support. Our support address is support@gmass.zendesk.com.

146 Replies to “How to get support from the GMass team”

  1. Cindy Jones (office staff) WSFA

    We are considering your services: already use classic gmail with chrome.

    Do you have to build a new mass email list every time you want to send out a mass email

    or can I put the emails for all of our clients (just over 1000 working emails) into a build created once and then use that same list for each new mass email?

    If I can only build the list one time, can that list then be edited for whenever a stray email is no longer valid?

  2. Mila

    I have been trying to use GMass and I am having problem with the Personalization.

    I use a google spreadsheet with 2 columns: Email, FirstName – and the first name becomes blank when sent (instead of entering the name).

  3. vivek sharma

    Hi GMass Team

    I have paid charges/subscribed approx 20 days ago but still my account comes/showing Trial Version which make unable to send More then 50 mail per day.

    I have not received any particular link [if there] from your side to activate my paid account.

    Please do the needful.

    Thank you
    Regards:
    Vivek Sharma

  4. Heywood

    I keep unsubscribing from your emails and they keep coming. I guess I’ll just mark them as spam and report you to gmail.

      • Carla ann Litton

        Is my cheating on me I really think so but I need proof just for me she tells me that she never and i have no proff of it yes I really like to see what happens then I
        will be able to show her
        Thanks very much

  5. Lu Madrid

    GMass is free for a limited time?
    or it can be used as free-trial for a long time ( without all the ‘special features’ like sending more that 50 mails) ??

    • Maya Quijada

      You can use the free version of GMass to send up to 50 emails per rolling 24 hours. There is no other time limit or trial period on free accounts.

      • Carla ann Litton

        Is my cheating on me I really think so but I need proof just for me she tells me that she never and i have no proff of it yes I really like to see what happens then I
        will be able to show her
        Thanks very much

  6. nitish agarwal

    Hello!!whenver im trying to make the payment through my debit card or paypal assccount in order to subscribe for gmass..its showing the error action with the message..you cannot make the action with the debit card you have selected please select other debit card…

  7. Nandini Chauhan

    Hii

    I used to send only 20 emails a day through Gmass but most of the time my emails get bounce and also getting blocked.

    Can you plz tell me solution of this problem

  8. VISHNU V R

    We also have a few confusions. Please advice:
    Are you sure all the mails will be sent from our registered mail id and get properly delivered to inbox and they wont be going to spam.
    What is the Auto Follow up feature mentioned in premium? I would also like to know about Gsuite.
    Is this a service from google?

    How shall we proceed? We are looking forward for a one year subscription.

    Please revert with your comments.

    Thank you

    • Ajay Goel

      You can always add GMass to as many accounts as you like, but subscriptions are PER Gmail account. However, if you have alias addresses tied to a Gmail account, then you still only need one subscription to email from the various aliases.

  9. Ash Moses

    Hi I have subscribed to gmass from one of my accounts and now I have also paid to have gsuit but I when I send from gsuit I am asked to pay for gmass again. Do I need to transfer the gmass account to the gsuit account?

  10. Jaymezin

    Hello,

    I just noticed an email that I sent to 1 person was actually returning an “email opened notification” by the recipient’s email address when in fact, I opened the email from my sent folder and refreshed. it. At first, I thought it was just a coincidence, but after completing a test of opening the email from the sent folder, the same amount of email notifications returned as how many times I opened it myself. Now I am not sure if this person actually ever read the email I sent. This is a definite reason I would not want to upgrade and pay.

  11. Vishal

    Hi, After a repeated attempt of subscribing I don’t know where the things are going wrong. On the screen I can see the credit card has been updated but when I am looking at the invoices the status is not paid. It happened in 3 to 4 attempts. Kindly look after it.

  12. Nenille

    Good afternoon,

    please i subscribe to gmass yesterday and i couldn’t able to send my bulk email again. all i received was Your GMass request failed. Error details: All GMass functions have been disabled due to abuse. what can i do please to get me back on my Gmass subscription.

    Many thanks

  13. Nathaniel.

    Hi,

    This question is not related to Gmass. But I used to know how to set Gmail as an autoresponder.

    I lost the message where I saved it.

    Could you point me to where I can get the information.

    Thanks.

    Nat.

  14. Jim Haycraft

    I signed up for GMass and paid the fees with my Credit card. You system said it was accepted. I tried to use gmass and it wants me to sign up and pay again. First I don’t like paying for an email but when I do have to pay, I certainly don’t intend to pay twice.

    • Maya Quijada

      You’re likely trying to subscribe to a Gmail plan with a G Suite account. Any account that does not end in @gmail.com will need a G Suite subscription. The G Suite Premium plan is $19.95/month.

  15. John

    Hi, I have a problem. Even though I have created CNAME for a custom tracker and have had this confirmed by gmass as working all of my emails are going to spam. My email is not spammy and have filled out all the details.

  16. Bernadette Vadurro

    Please stop charging me $12.99 per month for your service. I’ve used it a couple of times and found it to be nearly worthless. I no longer wish to be subscribed to GMASS service. Bernadette Vadurro, Speakers Live, Inc. 119 Delgado st. Santa Fe, NM 87501

  17. Alexandre

    Hello,

    I want to understand why Gmass has sent just 100 emails? The message that I have is over limit!

    I have understood that the limit is 2000 day.

    Can you explain please?

    Tks.

  18. Bill Rojas

    I paid the premium package for unlimited emails. What’s the use of paying the premium package if it now says I have exceeded my limits and all my emails have being bouncing for the last two days and I still cannot use my email. I have send an email to support using another email as I cannot send emails using my email but till now I have had no reply. So far I have lost two days of business. Can you please get this issue solved as I need to work. Regards Bill Rojas

    • Maya Quijada

      Your GMass subscription does not determine your sending limit – Gmail does. If you’d like to enable SMTP sending, you can send unlimited emails, but the Premium GMass plan does not (and is not advertised to) allow you to augment your Gmail sending limit. Sorry for your frustration. I believe we’ve spoken on the Support Desk, but please email us there if you have further questions.

  19. Dhruv Gupta

    I sent a campaign consisting of 48 recipients by embedding a Google sheet. I used the GMass button only for sending the emails. The campaign report shows that the mail was sent to 48 people but only 23 emails are reflecting in my “Sent Mail.” Also, I received emails for bounce and unsuccessful emails.How do I know that how many people out of those 48 people have actually received the mail?

  20. Alina

    I have signed up for a paid account and 2 days later my Gmail account has been disabled!! Please either unblock my account or refund my money! Yur service is pointless, a lot of emails are getting bounced ( even when I send under 50 emails/day to my clients) and now my business account is blocked and I am loosing business because of you!

    • Maya Quijada

      Email us at support@gmass.zendesk.com to transfer your subscription or request a refund. Google reserves the right to suspend any account violating their terms of service, so it’s likely that there was a content or quantity issue with your account. Very new accounts, for example, don’t have the official sending limits of older, well-established accounts.

  21. JABBOK FARMS

    I tried sending my emails 3 times today and they did not got through. Please let me know what was wrong because I just lost the ordering window for my farm today, and I can’t get through to my customers.

    Also, some customers are not getting my emails any more and google blocked my account for 48 hours because it said I was a spammer. That is devastating to my business. Please make sure that gets fixed right away.

  22. Allison Levin

    I just noticed that when using GMass the sender that is listed is my name not the organization name as is the case when I send a regular email. The email address is the same for both that of the Org. Is there a way to have the organization listed when using GMass (Or smtp.sendgrid.net thought GMass). I want people to know the emails are from the org not me.

  23. Arm

    I have been sending e-mails (max 50 addresses) for the last 4 days. Today it doesn’t work. I have done everything correctly. What are my options? Can I still use the free 50 e-mails per day option?

  24. Karuna Tayal

    Hi Team,
    I am using your app and I have a question regarding email, so can you tell me if I want to change my email where I have activated my subscription.
    Please tell me how is it possible?

    Thanks

  25. amar

    Hello Team,

    I am looking to purchase Gmass but, I need one question to be resolved first.

    When creating a email I need to insert a personalized image for each email. As each recipient will have there own unique image presented to them.

    Please note that I don’t want this image to be an attachment, but to be in the main body of the email.

    Thanks,
    Amar

  26. Chris

    Hi i ve paid the account, but still indicate that my account is free account and cannot mass send more then 50 emails. please assist

  27. Himms

    Hi,

    What’s your refund Policy.

    I Have recently bought a subscription plan but its by mistake. I need refund. I did’t send any campaign from that email id. I need subscribe for different email Id but I bought it for different one by mistake. Please assist asap.

  28. Chris TrPa

    When I send an email to my yahoo email by gmass, the email never come. But I send by normal way, It come. Please tell me why? If I send to 2000 email addresses, how many of them will receive?

    • Maya Quijada

      A Tracking Domain will probably help you. I just put you on one of our shared Tracking Domains to try to address the problem. Try again, and let me know if the issue persists by emailing us at support@gmass.zendesk.com. You can also try turning off all click/open tracking.

  29. Michael Velasco

    Hi Ajay,

    I’ve been using Gmass for months now and I’ve been satisfied with how it’s making it easier sending emails to multiple clients.

    My only concern is, it does not accurately trace/track if the recipient has opened the email or not.

    If I go to Gmass reports, It states it was opened but when I trace the IP address, it’s the same as mine. So it does not prove the fact that our clients are really opening the email.

    Is there such benefit purchasing Gmass as compared to the free one?

    Looking forward to your response.

    • Maya Quijada

      Open tracking can be challenging to execute. Our open tracking is relatively accurate, but it is not perfect. Most who purchase a GMass subscription are doing so to send mass mail merge Campaigns natively from Gmail. Our deliverability is another benefit.

  30. Ron Fischer

    I am trying to use GMass for blast emails to my community. On trial attempts, community members who have email service at aol.com and gmail.com have received my test emails. However, members using comcast.net have not received the emails. Is there something I am doing incorrectly? The blast emails are from gmail.com account.

  31. Shobhna Batta

    Hi – Is there a way to change the sender name/email on mass emails?
    We will be using Gmass to send out surveys and it has to go out from a different sender than me.
    Please advise.

  32. Timos

    I wrote from another account because on my private account i’ve got ban.. so i thinked that cancelation is automatically maked, but i missed. Please send me my money back for second payment because i had ban on account where i have subcription still .. it is bullshit to pay for something on banned account ?? or no ???

  33. focusquota

    ​I just ordered GMASS and when trying to send 720emails in the bcc field it doesnt send immediately. It schedules it and still doesn’t send out, It just stays with in my draft folder.
    I even go in settings to and edit it to send now and it does not work and still schedules it and doesnt send. I currently have a Gmass Scheduled in my draft folder

    I have screenshots so you can see exactlly what Im talking about just provide me an email address

    PLEASE HELP

    • Maya Quijada

      That isn’t how GMass works. GMass works by taking all of the email addresses in the To field and sending an individual email message to each of those addresses. So, if you have 500 addresses in the To field and then you compose your Subject/Message and hit the GMass button, 500 individual, personalized emails will get sent, one to each address. Each recipient will only see his/her address in the To line. This might be counterintuitive because if you’re used to hitting the standard Gmail Send button, then you’re used to seeing one email go out to all 500 people, where all 500 addresses are exposed to each other. But that’s the whole point of GMass — to split up the addresses in the To field and send one email at a time to each address.

      Your Campaign isn’t working because you put the addresses in the BCC field. See: https://www.gmass.co/blog/clearing-up-the-confusion-between-the-to-and-the-ccbcc-address-fields/

  34. Chris

    I am attempting to do my first GMASS and mail.google.com put up a window saying “you are about to send a campaign to 200 addresses. Just confirming…are you sure?

    Is this correct?

  35. Thiago

    This message appears to all my campains.
    What should I do?
    Schedule ID 1130006 and Campaign ID 1864545. This campaign has errored out and won’t send any more emails. The error is “1/5/2018 9:37:39 AM: BLOCK B: Error during serialization or deserialization using the JSON JavaScriptSerializer. The length of …–inner: ***”. It has sent 11460 emails so far. It has been processed 2 time(s).

  36. Ron Fischer

    Will Gmass work with Chrome on an Android and/or iOS device? When I log into the Gmail account which has Gmass using either Android or iOS using Chrome, compose an email, I see everything from Gmass except the red Gmass send button.

  37. Maden

    Hi ,

    I have problem with blocked emails by GMAss.

    I am sending 50 per day so i dont know how could crosed that limit.

    Please help.

    Thanks in advance.

  38. bob

    I want to use my domain fpr emails but your instructions seem lacking and unclear about the process.
    When selecting “CNAME” from the record type, you are asked to provide 3 sets of values: “Name,” “TTL” and “Data” Which of these 3 gets the x.gmtrack.net? Does a record in addition to the CNAME need to be created?

  39. Samir Selmanovic

    Hello, gmail says I have exceeded limit so there is no way for me to contact you via gmail. I tried gmass to contact you and google bounced that back to me as well.

    So, I am stuck. gmail does not work because of gmass activity and now I don’t have access to you.

  40. Shanthakumar A

    I’m unable to locate the Gmass account/Email to which my credit card is charged every month.There are 3 Accounts like this. Total charges = (8.95+12.95+12.95).Please help me to cancel the subscription. The credit card associated is the only information I have and do not have the email id’s to which Gmass account is subscribed

  41. Cascade O

    Why am I being billed 12.95 each time I use gmass. I need to know what I am being charged for and why I am being charged multiple times a month. What is going on?

  42. Ain Kamall

    Hi, is there any way for me to blast more than 10.000 emails as soon as possible? If yes, how long does it take to blast all the emails? Thanks.

  43. Jamie Proctor

    Hey, I got the gmass extension (paid) and I am really happy with the product (just not so happy about gmail send limits haha) I’ve already made 30 sales from one campaign in less than 24 hours.

    I have just one question.

    The opens tracker, is that tracking every single time a person opens the e-mail? or if someone appears more than once here, have they been double e-mailed?

    Please respond as I’m not sure if my campaigns are emailing the same people multiple times.

  44. marc

    Hello

    I bought the minimal to try and see how it works, so far I understood that could send 2000 email every 24 hours,, I prepare 2000 email and send, directly received an email says

    TOTAL Email Addresses in To field: 2000

    EMAILS SENT JUST NOW: 10
    Emails remaining to be sent: 1990

    Emails sent in prior batches: 0
    Suppressed addresses from prior campaigns: 0
    Suppressed addresses from date last sent: 0
    Unsubscribes removed: 0
    Bounces removed: 0

    Sending speed: 490 emails/day

    Now I get confused, is sending only 500 email a day like a normal Gmail? and where are all other emails? when can be sent? if sending only 500 email a day what is the meaning to advertise 2000 email every 24 hours??

    Waiting for your update

    Thanks

  45. Rosalina Denacir Machado

    Por favor ! Preciso cancelar minha conta pagado Gmass. Estou solicitando desde o mês de Dezembro 2017

    Vou cancelar pagamento do Cartão porque não sei mais o que fazer.

  46. Chris

    Hi,

    When you suppress based on number of days. Does it suppress also suppress the regular emails sent in your gmail account (if you didn’t send with gmass)

    Thanks

    Chris

  47. Edward Woods

    I have cancelled the payment for my GMass account. I do not want a Free account, I want to totally remove it from my Gmail account.

    How do I do that?

  48. Edward Woods

    Anyone there ?

    How do I get GMass out of my gmail account??

    The program does not meet my needs – can someone help.

  49. Romain Gaillard

    Hello,

    My company just subscribed a Gmass account, and we would like to know if there is a way for us to access and use Gmass simultaneously ?
    We are only two at the moment

  50. Michael

    When I hit send it just sends my email to drafts, even when I go to schedule and select ‘Send Now’. I do get a notification that 3 (of 291) emails of have been send and that the rest will finish sending in 5-6 hours. Not sure what is going on but if I can’t be sure if the emails are sending are not I can’t use the product.

  51. Ponmudi

    Hi GMass Team

    I have subscribed GMASS 3 days ago but still I am not able to send mails in Gmass.IT always showing “You have reached a limit” but not even i sent 50 mails from past 4-5 days.

    Please do the needful.

    Thanks & Regards
    Ponmudi Mylsamy

  52. Ponmudi

    Hello, gmail/gmass says I have exceeded limit so there is no way for me to snding mails from past 4 days.I dont know the reason for exceeded limit in GMASS (sending less then the limit last time) I tried gmass to contact you and google bounced that back to me as well.

    as a paid GMASS user it’s not good for waiting 4-5 days to reset my limit for sending mails.

  53. ajay gohar

    i am not understand to set the smpt. i have tried so many time to set .but i could’t do .please if possible send help .How will set the smpt and how will work. i am tiring so many time and send many mail . but till now how will make the setup smpt .

  54. Lisa Anderson

    I paid for the $12.95 plan. I received no email confirming my signing up for this plan. I got an email that it would be sent but never got it.
    ALSO my credit card company was billed $19.95 for GMASS????

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