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. Both Windows and Mac computers have keyboard shortcuts to capture your screen. If you want to get fancy, you can use a tool like Snagit to capture your screen and annotate it. And if you want to make a video demonstrating an issue, you can use the free version of Screencastify.
  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.

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

    • Sarah

      Please cacel my gmass asap. I just found it had been paid for at three montsh without any notification to me! I don’t want to use Gmass anymore, have you already stole all my credit card information? Please return my money back first then I’ll log off this card. Jesus!

    • Sarah

      Please cancel my gmass asap. I just found it had been paid for at three montsh without any notification to me! I don’t want to use Gmass anymore, have you already stole all my credit card information? Please return my money back first then I’ll log off this card. Jesus!

          • Bill

            Hello,

            I just sign up for your product and I can sent email out not even 1 email is delivering what going on here

            My card has been charge and our company email will not even work again to send out email since we install your service

            we ran your test and it did not even receive 1 single mail to show us if our email was spam or not

            We need to resolve this before monday so I don’t lose my job

        • Larry Lindenbaum

          Why do I keep getting annoying follow up emails fro Gmass months after I cancelled the service? Please STOP THE EMAILS. I have trid to unsubscibe for months.

          • Marvin Quinsaat

            Hi Larry,

            Upon checking, this email address (linked to this comment) should not be receiving follow-up emails from GMass. If you’re receiving from a different address, Please contact our support team through http://gmass.co/g/support to have your email removed from our mailing list.

        • Nico

          Hi Sarah your cancelation feature does not work i am having the same problem.
          I unsubscribed when i was still using the gmail account i used for gmass but now i am still being charged, totaly unacceptable.

          Gmass should get a better system to unsubscribe and cancel because i don’t have a big red button on this account and the one i used with gmass i had to delete because it was compromised by a hacker

        • Nico

          Hi Maya your cancelation feature does not work i am having the same problem.
          I unsubscribed when i was still using the gmail account i used for gmass but now i am still being charged, totaly unacceptable.

          Gmass should get a better system to unsubscribe and cancel because i don’t have a big red button on this account and the one i used with gmass i had to delete because it was compromised by a hacker

          • Marvin Quinsaat

            Hi Nico,

            You did not follow the directions as indicated in the cancelation instructions. Clicking the Gmail button in place of the GMass button is not an alternative to the correct process.

            You are receiving the notification from Gmail that the subject line cannot be empty because you’re clicking on the Gmail button. As per Gmail, you cannot send an email with a blank subject. But when you click on the GMass button, you are not sending an email but a command to GMass whose action is dependent on the address in the TO field. (cancel@gmass.co, transfer@gmass.co, etc)

            We have outlined how to cancel your subscription from a different account which is also in the cancelation instructions sent to you on October 3. These same instructions were also sent to you in your welcome email when you first subscribed.

    • shawtelle

      i followed the step by step to cancel and both emails bounced back. I also cannot find a number to call. I used the free trial (didn’t track) never agreed to continue the service even unsubscribe yet I am still paying monthly.
      Please get this rectified ASAP!

      • Marvin Quinsaat

        Hi Shawtelle,

        If you’re receiving an email bounce, that’s because you may have inadvertently clicked on the wrong button (the send button instead of the GMass button). Clicking the send button sends an email whereas clicking the GMass button sends a command.

  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?

      • Roy Buen

        Hi Ajay,

        Why you and your team do not respond when we want to ask the refund our subscriptions???, I need specific answer how to refund the payments.

        Thanks

      • jaspreen sethi

        i have subscribed gmass for jaspreen@redcubeinfotech.com but when i cancelling the subscription it is showing error that doesnot have permission to cancel the subscription from this account this account is mapped in my gmail id jaspreen.sethi1@gmail can you please help me to cancel the subscription so that i can buy subscription on other gmail account.

        • Marvin Quinsaat

          Hi Kashif,

          We’ve responded to your numerous inquiries. Since you’ve signed up the incorrect account and processing a refund request from another account, our system will not recognize that you are the same person thus erroring out – you would need to request for a refund using our refund process from the account that has the subscription. We’ve responded to your request as to how to which email address you subscribed to GMass, how to transfer it, as well as how to cancel and request for a refund.

  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

      • Vishnu Mallya

        Hi Google Team,

        Its a great news that you have started GMASS email services.

        I have few queries so please resolve the same.

        1) If i want GMASS Service to be used for mass mailing so will my account will be blocked incase if my bounce rate is high and is there any limit to send emails per day / month in a plan.

        2) Will it deliver to inbox or will be directed to spam / promotions.

        Please let me know regarding the same on my email id vishnumallya1982@gmail.com

        • Marvin Quinsaat

          Hi Vishnu,

          GMass is not associated with Google but is a separate company altogether. GMass is an extension for Gmail which is a Google product.

          Regarding your questions, please see our answers below:

          1a. Your email account will not be blocked in case of high bounce rates. Google’s discretion on blocking an account is based on if you violate their terms of services. The basic rule to prevent your account from getting suspended is to not violate Google’s Terms of Service. http://www.google.com/intl/en/policies/terms/

          1b. GMass itself doesn’t impose any limits, but Gmail imposes a limit of 2,000 sent emails/day for trusted Google Apps users, and 500 emails/day for other users. There are other factors that determine sending limits too, such as the age and reputation of your Gmail account. GMass allows you to artificially break those limits by distributing your emails over multiple days if your campaign exceeds your account’s daily limits. For detailed information on Gmail sending limits, see: https://support.google.com/a/answer/166852?hl=en

          2. Deliverability to inbox is dependent on a number of factors. With GMass your emails are sent from Gmail’s servers from your Gmail or Google Apps account. You’ll see all sent messages in your “Sent Mail” folder, just like you would a regular email. The benefit of this is that you get to take advantage of Gmail’s sending reputation. You will likely see higher open-rates than you’ve ever seen before with any other email marketing system since your emails would be sent directly from Gmail.

          • Marvin Quinsaat

            Hi Vishnu,

            Although Google Apps accounts are officially limited to 2,000 emails per day whilst Gmail accounts (those ending with @gmail.com or @googlemail.com) are officially limited to 500 emails per day, we have noticed over time that there are other factors that affect the send limits for an account. Age is a huge factor in this, as Google limit accounts to lower sending capacity until the account establishes its credibility. This is a measure to prevent scammers and spammers from opening accounts and sending at full capacity.

            There’s some more information about these limits and factors here: https://www.gmass.co/blog/how-many-emails-can-you-really-send-with-gmass-and-gmail/

            If you’re looking to send beyond your Google imposed limits which differs from account to account, we recommend using an SMTP service such as SendGrid. When using an SMTP service, Google limits do not apply so you can send virtually an unlimited number of emails per day – depending on your subscribed plan for that SMTP service.

  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

      A GMass subscription is per Gmail or G Suite address. Is it possible you were signed into a different email address than the one you subscribed?

      Please contact our support team through http://gmass.co/g/support if you’re still having issues using your subscription.

    • 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

        • Marvin Quinsaat

          Hi Nico,

          We’ve responded to your email you sent to our support email on October 3 which we have did not receive a response. The reason why you received that error message was that you were sending an email to notify@gmass.co which is a non-receiving inbox. Notify@gmass.co is not a command in GMass whereas cancel@gmass.co is.

          cancel@gmass.co is a command in GMass to cancel a subscription when used with the GMass button.

          The notification you mentioned confirms that you did not follow the directions as indicated in the cancelation procedure as it sent an email through the Gmail send button instead of using the GMass button.

      • Nico

        Seeing that there is no way Gmass can be contacted i am just going to post my email here

        Hi gmass you are making deductions from my card **** 7406 exp date 10/21
        Please stop with the deductions and refund my account asap as i have unsubscribed and canceled more than 2 weeks ago using all the step by step procedures that you showed.
        i have never seen such bad service from a website in my life
        Gmass should step up their services dramatically especialy the unsubscribe and cancel feature, because what ever step by step you describe to use does not work.
        The gmail address in the subscription field is the one that was was using and unsubscribed and cancelled, so do the right thing and get this sorted out asap

        • Marvin Quinsaat

          Hi Nico,

          We’ve responded to your email on October 3 which we have did not receive a response. The reason why you received that error message was that you were sending an email to notify@gmass.co which is a non-receiving inbox. Notify@gmass.co is not a command in GMass whereas cancel@gmass.co is.

          cancel@gmass.co is a command in GMass to cancel a subscription when used with the GMass button.

          The email you forwarded confirms that you did not follow the directions as indicated in the cancelation procedure as it sent an email (through the Gmail send button).

  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/

        • Marvin Quinsaat

          Hi Michael, you would need to add the email address in the TO field.

          GMass does not send copies to all of the emails but rather send individual emails (each can be found in your Sent folder) to each of your recipients as if you individually sent emails one at a time.

  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).

    • Marvin Quinsaat

      Hi Davi,

      If you’re logged into the account with the subscription please follow the steps below:
      1. Open a new compose window
      2. Set the TO field to: transfer@gmass.co
      3. Set the subject line as the email address where you wish to transfer your subscription to.
      4. Click on the red GMass button.

      If you run into any issues or need further assistance, Please contact our support team through http://gmass.co/g/support

  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. Sarah

    Hi,

    I followed the steps to cancel and wanted to confirm that it has been cancelled because I was charged again. I tried to call the ph# that is associated with the charge on the card….GMASS
    401 N WABASH, UNIT 63E
    CHICAGO
    IL
    60611
    UNITED STATES OF AMERICA (THE)
    877.887.7815

    Left a message.

    but the email is support@stripe.com ???

    can you please help?

  39. 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?

  40. 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.

  41. JAGDISH LADE

    I have subscribed Gmass service for my gsuit account id jagdish@ispeedbiz.com
    I will suppose to get the daily limit of 2000email/day. but I just run a campaign where it shows Email limit is 500/day. How it is possible if my account is no Gsuit.

    Campaign ID: 2017323

    Please guide me on above issue as earliest. I unable to send email on my registered email as I have reached a limit for sending email.

    Regards
    JAGDISH LADE
    +91 7030561007

  42. 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

  43. 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?

  44. 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.

  45. 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.

  46. 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

  47. 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.

  48. 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

    • Marvin Quinsaat

      Hi Chris,

      No, scheduling will only apply to emails sent through GMass. Your normal emails sent via Gmail send button will send right away.

  49. 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?

  50. Edward Woods

    Anyone there ?

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

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

  51. ABDUL ADIL

    Good Morning
    Yesterday i subscribed for premium plan for my account campaign2018a@gmail.com. I tried to send 1300 emails using gmas but suddenly google blocked our account. May I know what is the reason and how can i unblock account.
    Also let me know how can we change id of our premium subscribtion.

  52. 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

    • Marvin Quinsaat

      Hi Romain,

      GMass subscriptions are on a per account basis, so unless you’ll be working off of the same Gmail account, you will need a second subscription for a different email address.

  53. 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.

  54. Matteo

    I cancelled the subscription and they continued to charge me the monthly fee, I tried to contact them several time by email at support@gmass.zendesk.com but no one is answered me. This is not very professional and serious. Please can some one tell me something?

    • Marvin Quinsaat

      Hi Matteo,

      We’ve handled your inquiry through our support email. We apologize for the delay in response but we’re glad we were able to resolve your concerns to your satisfaction.

  55. 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

  56. 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.

  57. Steven

    I sent an email to team@gmail.co to add users but the email came back undeliverable.

    I tried to the same email again to view users but that came back undeliverable as well.

    What is going on please?

    Please advise. Thanks.

  58. 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 .

  59. 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????

  60. Indianapolis Plumbers

    Because with the maany perks available from tankless water heater increasing numbers of people prefer it at home.
    For the fire supprression system and a plumber has a major role in intalling plumbong fixtures wijth usiing modified
    technologies and applications. Primary concerns are attracted too the rive that is flooding in your
    residence or property and discovering the fastest methods to resolve the situation.

  61. Aleksandrs

    Hello,
    I’m just testing Your APP it’s looks good. but, I found one but serious fault.
    Sending to gmail, that kind of fault is not showing up, but to other mail services, the personalizations – like {First Name} appears in different font like all other text, if it’scan’t be repaired, Your app loses all sense.

  62. Clarence Rudolph

    I cancelled as per instructions and you charged my account for the next coming month. You were NOT authorized to do that, I cancelled to prevent this charge which was NOT scheduled until 5/8/18! This is unacceptable!

  63. OFFROAD CAMPS

    Gmail disabled my email id after sending 400 email through GMASS in a day “offroadcampsuk@gmail.com”. How is that possible.

    My 1 month subscription is going to over. Only limited time left.

    PLEASE ASSIST ME URGENTLY!

  64. orlando termite bond

    They can literally crawl over the smallest of cracks within tthe concrete orr cement
    and definately will still build these tubes until they reach what they
    are looking for. Since it is hard too see in which the gopher tunnels are, iit is crtical
    to eliminate the threat of gophers altogether by hiring a goplher exterminator.
    If youu hired somebody that doesn’t have a very detaile plan of treatment, you’ll be able to just
    supplemejt your problems.

  65. Maxim

    Hello, I signed today for the plan $ 8.95 and immediately canceled the subscription. I can not send letters according to the purchased plan. Please re-activate my subscription plan for $ 8.95

    • Marvin Quinsaat

      If you’ve paid through credit card, your subscription was still active on your account until your next billing date.

    • Marvin Quinsaat

      Hi David,

      If your subscription has become disconnect to your account, you can simply click any of the Gmass buttons and it will prompt you to reconnect.

  66. Shawn Anderson

    Hello Team,

    I am not able to send more than 120 emails after that it’s showing “You have reached a limit for sending mail.” can you please tell me how i can increase my sending email limit?

    I have also done smtp request but it’s saying it will take a couple of days can you please help me to fix this as i need to run my email campaign.

  67. Steve

    I sent a campaign this morning and had manually unsubscribed a number of the recipients before it was sent.

    Apparently though the unsubscribes did receive the email never the less.

    When I used the unsubscribe link which was in the email which had been sent to the subscriber it said that the email was already unsubscribed – yet it was sent never the less.

    Any comments or feedback would be good.

    2.

    Also – I had sent in an email to support asking if there is a way to check/download the unsubscribes.

    This support email was acknowledged but not answered.

  68. Steve

    I can honestly not recommend the application.

    We sent this morning an email to 250 users – all of which saw each others emails.

    This has been a real problem for us .

    We do not believe it was an operator error – however – even if it was the fact there are no safeguards to prevent an accidental mass email to every user renders this application worthless.

    It blows my mind that an application will support, without warning, an email blast which discloses the emails sent to each recipient.

    Not good

  69. Jon Ladd

    What determines whether I would need Gmass for Gsuite as opposed to Gmail?

    Is it whether or not I intend to use a custom email address? Something else?

    I’ve got a gmail account with a custom email address. If I can just get the regular gmass for gmail and that will work, that’s fine.

    If I need gmass for gsuite specifically to make it work, please clarify.

    Thanks.

    • Marvin Quinsaat

      Hi Jon,

      Our subscription options are based on the domain in which your email ends with. GMass Gmail subscriptions are reserved for those with email addresses ending with @gmail.com or @googlemail.com, any other domains will need a GMass G Suite subscription.

      To learn more about our pricing options please see http://www.gmass.co/pricing/

  70. Mai Hưng

    Dear support.
    I’m from analytica vietnam. I’d like to use gmass for our marketing. I’m very want register and payment. Do you have a hard bill or soft bill for gmass ?thanks

  71. Kevin

    Greetings support,

    My team and I are interested in the premium monthly plan for a team of 5 users. My question is that as a primary user I won’t be using the account. However, I would want to add an additional 5 users to the plan. How would the additional 5 users be added?

  72. Matt Ricozzi

    I’m having trouble importing contacts and emails from my google spreadsheet. The first time I did it, I had no issues. This time after selecting the correct spreadsheet, the new email window opens and in the recipient field it says 0 recipients from worksheet, and has no names or emails from my spreadsheet?

  73. Dr. Vikas Kumar

    I accept Gmass services but there is auto-debit of the monthly amount Rs. 604.96 which is not acceptable to me.
    Rs. 604.96 has been debited from my account for Gmass without my permission
    You are requested to kindly refund the amount back to my credit card account and cancel the gmass account.

    Thanks
    Dr. Vikas Kumar
    Noida, India

  74. Syed Zakir Hussain

    I have g.mass (paid) account, but google have disabled my g.mail account while i was not spamming.
    please help me out.

  75. diego carroll

    I am trying to send a campaign now but it’s scheduled automatically, also it shows massage –

    “you did it Gmass has scheduled your mass email, and your emails will be send Tuesday in about 0 minutes”

    but it did’t send the campaign..

    however I rescheduled campaign after 2 min.
    Yet this is not sending campaign after 2 min.

    • Marvin Quinsaat

      Hi,

      If you were trying to subscribe to the Gmail Standard package, the reason is that your email address ends with your domain name lebuser.com. Gmail options are reserved for those ending in .gmail.com or .googlemail.com.

      If you’re looking to subscribe to G Suite Minimal and are still receiving that notification, Please contact our support team through http://gmass.co/g/support

  76. Priyakant Bhatt

    I want to send FREE OF CHARGE just 500 e-mails on altenet day to my contacts as a community service to teach them how to always remein healthy. I have no profit motive plus it is helping poor and unfortunate people. I also want to send BCC for security purpose. Your help will be greately appreciated.

    • Marvin Quinsaat

      Hi Priyakant,

      We offer discounted rates for non-profits and educational organizations with domains ending in .edu or .org.

  77. Tracy Polansky

    I JUST paid for the 12.95 per month subscription on paypal. It wont send my email because it says I only have the free account.

  78. Andrea Ibarra

    I just made a payment for standard ($8.95) thru Paypal and when the payment had been made i received an error but they already deducted the 8.95. It seems that there is no any changes on my account. can you please check?

    • Marvin Quinsaat

      Hi Rewa,

      We cannot directly transfer your subscription from a Gmail account to a G Suite account due to the difference in pricing. Please contact our support team through http://gmass.co/g/support so we can assist you directly.

  79. JIM Ruff

    Is there a way to prevent gmass from filling up my sent mail folder with an email for every recipient in my mail list?

    • Marvin Quinsaat

      Hi Jim,

      You’re more than welcome to create a filter to archive or delete sent emails. We don’t do that automatically because many people prefer to see each email that has been sent out and have a copy of the sent email to a specific recipient as a reference.

  80. Darlene Davis

    Why am I seeing GMASS billing on my credit card each month? We’ve never signed up for your service. I need to hear back from your billing department to explain these charges.

  81. לירן

    שלום

    אני רוצה לשלוח ל 300 אנשי קשר הודעה ומקבל הודעת שגיאה
    Your GMass request failed. Error details: You don’t have any email addresses in the To line. See this article for more information. .

    תודה

  82. James

    I cannot get my invoices anymore. I send an email to invoice@gmass.co as instructed and press Gmass button. A message says “Waiting for Gmass”, then changes to “Your invoices have been placed in your inbox” – But they do not appear. Help!!!!!!!

  83. liran

    ראיתי מה שלחת לא ממש הבנתי מה הפתרון לבעייה שיש לי. תראה סה”כ אני רוצה לשלוח לאנשי קשר שלי מיליים,ואני לא מצליח, אני מקבל הודעת שגיאה שהכל לא תקין! לפי מה שבדקתי אין אפשרות לשלוח להרבה אנשי קשר אני מקבל שגיאה לכן פניתי אליך לעזרתך אני לא יודע מה לעשות… תודה אשמח לעזרה

    https://www.gmass.co/blog/gmail-draft-doesnt-save-addresses-invalid-characters-present/

    • Marvin Quinsaat

      Hi Liran,

      As previously answered in your email, the error you’re receiving is due to an invalid character in the TO field of your compose window. You would need to check the email addresses inside the TO field prior to clicking the GMass button for any invalid characters (anything other than letters, numbers, periods, underscores, and the @ symbol).

    • Marvin Quinsaat

      Hi John,

      GMass is separate from G Suite/Google. Your limits would be based on Google’s imposed limits depending on your account’s sending reputation.

      Our subscriptions do not have usage limits. Although Google Apps accounts are officially limited to 2,000 emails per day, we have noticed over time that there are other factors that affect the send limits for an account. Age is a huge factor in this, as Google limit accounts to lower sending capacity until the account establishes its credibility. This is a measure to prevent scammers and spammers from opening accounts and sending at full capacity.

      There’s some more information about these limits and factors here: https://www.gmass.co/blog/how-many-emails-can-you-really-send-with-gmass-and-gmail/

  84. Praveen

    Dear Team,

    Greetings!!!

    I have subscribed GMASS to this mail ID (whrbdelhi@middleearthhr.in) 6 days ago,

    The issue is when I schedule a campaign from this account my emails are landing in spam.

    so please we are requesting you to look into this and appreciate if you resolve this as at earliest.

    And I have already sent a request @ Ajay Goel
    but there is no response from your end.

    Please do consider it’s very urgent.

  85. Hưng

    Dear support
    I registered gmass account minimal, but I can’t send to 500 email/day.
    It sent about 10 to 150 email, its pause and next send 3 hours .
    I sent email campaign 2 day ago.
    You check again help me.
    If I still to sending any before campain then stop help us.
    Stop campain no stop account.
    Best regard thanks

  86. Saurin

    I tried free GMass. Before sending it to clients, I send a trial mail to colleagues which included an image. In the trial mail, the image was there as intended (in line). After trial when I sent it out to clients the image wasn’t there when I checked in sent emails, it had a broken image symbol. This is extremely disappointing and I’d think twice before using Gmass. Please help

    • Marvin Quinsaat

      Hi Shane,

      Go into your reports and on the line “Unsubscribes” there’s a follow up link titled “download all unsubscribed for account xxxxxx@xxxx.com“. That will download all unsubscribes for your account.

  87. Gary LaRoy

    I have a large email list that I send to to generate web traffic. I only mail Monday through Friday. However, it appears the timing on subsequent days begins 24 hours after the last email is sent.

    Is there anyway to change the sequencing so that the time lag is not so drastic. This scheduling means that by Friday, my message doesn’t go out until late in the day.

    • Marvin Quinsaat

      Hi Gary,

      Were you referring to the campaign schedule or the auto follow-ups?

      For the original campaign, please make sure you add the GMT timing when scheduling. For auto follow-ups, the timing should never exceed 90 minutes from the time the original email was sent. For example: you sent the campaign at 10AM today and scheduled for an auto follow-up tomorrow. That auto follow-up will be sent before 11:30AM tomorrow.

  88. Gary LaRoy

    I am attempting to create a link to a survey with gmass. I would like to use one of the personalized fields in the link. However, when I test it, the transaction sends the field name (i.e., {email} rather than the value. Is there any way to pass field data in a URL?

  89. Sergei

    Hello when sending letters there are bounces and also I can not send letters in the amount for which I paid the number of letters sent 1950 but I can not send more than ten correct pozhalusta or send the instruction for correction

    • Marvin Quinsaat

      Hi Truett,

      Ironically, the instructions found on this page are those on how to contact our support team for assistance. Please follow the instructions found above so we could assist you directly.

  90. Karine

    After the “GMass is searching through your messages to build an email list. Please wait, this may take a minute…” message nothing happens. I tried disabling extensions, restart Gmass, GMail, Google chrome but nothing.

  91. Patricia Rogers

    I already had it installed and I was trying to figure it out and I ended up hitting a button that installed it again. I already paid for it one time (Premium and I hope that I don’t have to pay again)

    I could not get the Google document to come up the other day so that I could send Mass mailing. I had my Assistant on the zoom call and we could not grab the Google sheet with the emails on it. I have watched the videos over and over and I can not figure it out.

    If I could talk to a LIVE Person that would resolve the issue a lot quicker. If it does not work, how can I get refunded.

  92. Patricia Rogers

    I paid for the premium and I do not see it on my gmails by the send button anymore. Don’t know what happened to it. I had it all set up and now it is nowhere. I do not want to pay for the Premium again. Can I get a refund or have a person to contact me at 786-515-5015. Patricia Rogers

  93. Patricia Rogers

    I did submit a ticket already. I also wanted to let you know with hopes that I would receive special treatment. Love technology but not always easy. I paid $20 an hour last week using Google sheet, email list and all for two hours and we still failed to get it done.

    • Marvin Quinsaat

      Hi Patricia,

      I’m not showing any tickets in from any emails from the domain unityinservice.net. Did you submit this under a different email address?

  94. Gary Franks

    I canceled my subscription with your company, unfortunately, I have not received any confirmation regarding the cancellation.
    Please confirm my cancellation.

    • Marvin Quinsaat

      Hi David,

      Although Google Apps accounts are officially limited to 2,000 emails per day whilst Gmail accounts (those ending with @gmail.com or @googlemail.com) are officially limited to 500 emails per day, we have noticed over time that there are other factors that affect the send limits for an account. Age is a huge factor in this, as Google limit accounts to lower sending capacity until the account establishes its credibility. This is a measure to prevent scammers and spammers from opening accounts and sending at full capacity. 

      There’s some more information about these limits and factors here: https://www.gmass.co/blog/how-many-emails-can-you-really-send-with-gmass-and-gmail/ ( https://www.gmass.co/blog/how-many-emails-can-you-really-send-with-gmass-and-gmail/ )

      This limit is Google imposed and is not controlled by GMass.

      Upon checking, your campaign to 490 recipients, were sent in 2 batches, 420 and 70 which were sent 8 minutes apart. This was done because GMass detected that Gmail started to bounce your emails due to their imposed limits.

  95. natasha Durrani

    ello support team

    i purchased gmass for the whole year and its been just second weak it had started bouncing my emails we r non profit organization and send only legitimate emails to our volunteers and members to take part in our up coming programs. no spam no adds nothing..

    and i did not even exceed 500 emails per day thing.

    plz i need help. we have an upcoming health fair coming up and i have to send out emails..

    what to do??

    need help

    Natasha Durrani

    administrative assistant AMWPA

    http://www.amwpa.org

    • Marvin Quinsaat

      Hi Natasha,

      Please contact us using the instructions found in this article. Please include any details such as the campaign ID and subject line of the email you’re referring to.

    • Marvin Quinsaat

      Hi Michael,

      GMass is fully automated and everything is done right from your Gmail account. For a campaign that size, you would need to create a list in Google Drive via Sheets and create a mass mail from there. GMass itself doesn’t impose any limits, but Gmail imposes a limit of 2,000 sent emails/day for trusted Google Apps users, and 500 emails/day for other users. There are other factors that determine sending limits too, such as the age and reputation of your Gmail account. GMass allows you to artificially break those limits by distributing your emails over multiple days if your campaign exceeds your account’s daily limits. For detailed information on Gmail sending limits, see: https://support.google.com/a/answer/166852?hl=en

    • Marvin Quinsaat

      Hi Roberta,

      The email address listed on this page is the direct way of contacting GMass support. The service works, unfortunately, you are hitting your sending limits for your Gmail account as in the last 9 hours, you’ve tried to send a total of 4704 emails in 9 different campaigns.

      You have reached your Gmail sending limits. This is not controlled by GMass but is enforced by Google. GMass does not have usage limits, although Google Apps accounts are officially limited to 2,000 emails per day whilst Gmail accounts (those ending with @gmail.com or @googlemail.com) are officially limited to 500 emails per day, we have noticed over time that there are other factors that affect the send limits for an account. Age is a huge factor in this, as Google limit accounts to lower sending capacity until the account establishes its credibility. This is a measure to prevent scammers and spammers from opening accounts and sending at full capacity.

      However, I’ve refunded your Paypal transaction. You will need to cancel your subscription from your Paypal recurring payments as indicated in our cancellation process (https://www.gmass.co/blog/how-to-cancel-your-paid-gmail-mail-merge-subscription-to-gmass/).

  96. Rashid Lodhi

    I DO NOT HAVE G SUITE. IS IT POSSIBLE TO USE MS EXCEL FILES FOR MAIL MERGE ??

    CAN GMASS CREATE A MAIL LIST FOR MS EXCEL ?? IF YES, WILL I HAVE TO BUY GMASS OR IT CAN BE DONE WITH FREE VERSION?

  97. Abraham

    hello ihave been trying to pay with my PAYPAL account but i keep getting error despite having money in my paypal account.. what’s really happening,i would like to subscribe for gmail premium $12.95.. is there a way i can pay directly through my paypal to you.i really want to subscribe..kindly help with this

    • Marvin Quinsaat

      Hi Abraham,

      For Paypal transaction errors, please contact Paypal support. Unfortunately, we cannot accept Paypal transactions without going through the signup process as GMass account creation and subscriptions are done through the system.

    • Marvin Quinsaat

      Hi Lonnie,

      Upon checking, your subscription is already active. I’ve also responded to your ticket directly. Please check your email.

  98. Joan C

    I have this error when I try to unsubscribe:

    Your GMass request failed. Error details: One or more errors occurred. Error:”invalid_grant”, Description:”Bad Request”, Uri:””

    I can’t send no more gmass emails from my corporative account.

    So, How can I unsubscribe now?

    • Marvin Quinsaat

      Hi Jo,

      I’ve responded to your email directly. Please check your email and let me know if you have additional questions or need clarification with any of my responses.

  99. natasha Durrani

    hello support desk
    my email is amwpa.sec@gmail.com
    my email subject is” Volunteers needed for Dar el eman Arlington health fair Sunday sep 16″
    my campaign Id is 2858716
    my scheduled id is 1828191

    I have signed up for Gmass for a yearly package but I am still experiencing putting a limit on my account and bouncing my emails we are a non-profit organization or website is www. Amwpa .org we have health fairs going on and the meetings for which we have to invite about 500 less than 500 volunteers and other physician doctors at a time. we are not sending spams or anything and we have Gmail account since a long time now and I don’t know I have already purchased the Gmass subscription and it’s still not going through. although my limit is not even touching 500 in 24 hours can you help me with that or can you make sure they don’t bounce back

     We have a health fair on September 16th. I sent an email yesterday for health fair.and they bounced back and it’s been 24 hours now all my emails haven’t been through yet they are sending 10 emails in four hours each I don’t know what to do

     please I need help

  100. Brian

    I already have a draft email, but I want to connect it to a spreadsheet so I can do the mail merge. The only way I’m able to do it that I know of is to Connect the spreadsheet THEN create the draft. Am I missing something? Is there somewhere a blog already written on how to do this? Can’t find it. Thanks!

    • Marvin Quinsaat

      Hi Brian,

      That is the correct way of setting up a campaign using a Google sheet. Unfortunately, it would have to start by connecting your sheet first before you can compose your draft. In your case, since the draft is already existing but still hasn’t started sending, you can simply copy the content, connect your sheet and then paste your content over from your existing draft. Then just simply delete the original draft that wasn’t connected with Google Sheets.

        • Brian

          I should add, that if I manually remove the ? in the To field (and have connected to a google sheet), will all my other merge fields match up to the email address in the google sheet? Thanks

  101. Brian

    I notice some questions marks along side some of the email addresses in the To: field. What does that mean?

    Additionally, if I manually remove the ? in the To field (and have connected to a google sheet), will all my other merge fields match up to the email address in the google sheet? Thanks

  102. Kathy Filia

    Incorrect gmail assigned to gmass in the beginning when I paid

    I just set up an email with gmass but I assigned a different one to gmass and paid for it for the year.

    Can you please reassign my gmass subscription to the correct gmail ?

  103. Gunjan

    Hi,
    i want to use Gmass and have some queries.
    Is it possible, that someone from your team contact me on call and explain.

    Many Thanks,
    Gunjan

    • Marvin Quinsaat

      Hi Gunjan,

      Unfortunately, we do not offer phone support to keep costs and prices down. You may contact our support team (by following the instructions found on this article) with your inquiries, questions, or clarifications and we’ll be more than happy to assist you.

  104. Douglas Macdillen

    ref to: douglas.m@myofferpro.com
    note: I’m not impressed, with gmass, I had lots problem paying gmass after I pay today, I send 1055 e-mail using gmass, 1- can use my gsuite today to send any more personal e-mail ( what this about),2- your e-mail you send me below suggested that you didn’t send all the e-mail and now I have to use my personly e-mail to contact you, what kind service is this, I have a channel on youtube with 11500 subscribers, if this matter is not resolved I will do a video, telling about your services.
    I want an answer, please

    Dear Sir

    I receive ae-email advising me that ( GMass has sent 10 of 1049 emails – your account’s limit has been exceeded)
    My understanding is that I have gsuite, so I can send 2000 per day or 10000 per week,
    so please advise what did I exceeded on my account and I would like to have confirmation
    the e-mails were send

    Many thanks

    Douglas

    • Marvin Quinsaat

      Hi Douglas,

      Although Google Apps accounts are officially limited to 2,000 emails per day, we have noticed over time that there are other factors that affect the send limits for an account. Age is a huge factor in this, as Google limit accounts to lower sending capacity until the account establishes its credibility. This is a measure to prevent scammers and spammers from opening accounts and sending at full capacity.

      There’s some more information about these limits and factors here: https://www.gmass.co/blog/how-many-emails-can-you-really-send-with-gmass-and-gmail/ ( https://www.gmass.co/blog/how-many-emails-can-you-really-send-with-gmass-and-gmail/ )

      We recommend that in situations like yours, users ‘warm up’ their account by sending smaller campaigns over time to establish a reputation for the account and the domain. We don’t want your behaviors to flag Google’s spam detectors and cause bigger problems for you down the line. The more you use your G Suite to send and receive, the more it garners reputation and sets usage behavior resulting in slowly increasing Google imposed sending limits. 

    • Marvin Quinsaat

      Hi Tammy,

      Please contact our support team through http://gmass.co/g/support (found above). Please include details of your payment method so we can do a reverse lookup as we’re not finding a subscription under the email account you used for this comment.

  105. Stan

    sent sendgrid smtp as per instructions for my gmass account.Tested Smtp also worked. Tried to send emails and still using gsuite gmail account and not sendgrid. Don’t know why?

  106. Donald Childers

    Hi I have just paid for my Premium G mass account to be used with my drcmarketingmgmt@gmail.com account. it said that after my payment was taken an email would be sent to that email which I have not received yet.
    Also I will be using this account in conjunction with Sendgrid and ” My Mail it” emailing system.
    I will need the the folloeing information in order to comlpete set up..
    Use TLS – Secure transfer required for G-Mail and some other providers
    IMAP Host –
    IMAP Port –
    Common ports are: 143, 993
    Bounce Email –
    Bounce User –
    Bounce Password –
    Bounce Tolerance –
    Subscribers will be automatically unsubscribed on this number of bounces
    Physical Address

    Required for CAN SPAM compliance.
    Throttling – Send

    Can you please help me with this information.
    Do I get login information also for Gmass ?
    Thank you

    Donald Childers

  107. Donald Childers

    Also I have tried both the gmass.co/g/support and the zendesk support addresses and neither one worked… so how do we get ahlod of support?
    Donald Childers

  108. Anton

    We were banned because of the SendGrid service. We did not even agree to use their SMTP. Sendgrid’s IP in the blacklists! We use gmass for more than one year and would like to use further, but the support service does not respond to our requests (the request is detailed and is accompanied by screenshots), we urgently need to solve the problem!

  109. JOANNE GETZ

    I have written to you (Sep 27th) without response, so I will try this……..I am a paid gmass customer on my second year. I have always had bounced emails when I do a mailing from gmass. I am trying to find out the email address’s of those bounced emails so I can delete, fix do whatever I need to do. My email list is not extensive 225+ . For every mailing I have about 35 emails that get bounced. That is quite a few for only having a total of 225. PLEASE TELL ME HOW TO FIND THE ADDRESS’ OF THOSE EMAILS THAT ARE BOUNCED. below is copy of what I receive after I send a gmass mailing. Please help

    Campaign Status: ALL SENDING COMPLETE
    EMAILS SENT JUST NOW: 55–Sent via Gmail (0) Sent via SMTP (55)
    Emails remaining to be sent: 0

    TOTAL Email Addresses in To field: 72
    REMAINING email addresses in current batch after REMOVING already-sent/duplicates/unsubsribes/bounces/suppression: 55

    Emails sent in prior batches: 0
    Suppressed addresses from prior campaigns: 0
    Suppressed addresses from date last sent: 0
    Unsubscribes removed: 0
    Bounces removed: 17

  110. Neeraj Garg

    Hello, I am from INDIA and my Chartered accountant told me to pay GST and TDS to Indian government additionally over and above the amount paid to you.
    Can you please tell me that if it is possible to get TDS back from GMASS.

    • Marvin Quinsaat

      Hi Neeraj,

      Please contact our support team through the instructions found in the article above with your specific request.

  111. Sergey Trukhachev

    Hi guys!

    Sorry I have put the wrong email which doesn’t belong to me at all called bobbi@gmail.com, my real email is bobbi@metab-booster.com

    I see I’ve already been charged $12.95 on my visa card, can we please send instructions to bobbi@metab-booster.com?

    Because it’s basically not my email in the first place, I’m really confused now…

    Thanks a lot in advance for your help guys!

    P.S.: my intention was to attach GMass to my GSuite account

  112. Tom O'Brien

    Thank you for your reply. I have done what you have said but the gmass still does not show on my email page, should I cancel and sign up again.
    does gmass send to mobile numbers?
    Thank you

  113. Yvette

    If i have to configure an smtp like sendgrid for example to my account would i still need to use a gsuit? i could as well use a regular gmail account and still get the same amount of sending power in my opinion… kindly advice

  114. Nico

    Hi gmass you are making deductions from my card **** 7406 exp date 10/21
    Please stop with the deductions and refund my account asap as i have unsubscribed and canceled more than 2 weeks ago using all the step by step procedures that you showed.
    i have never seen such bad service from a website in my life
    Gmass should step up their services dramatically especialy the unsubscribe and cancel feature, because what ever step by step you describe to use does not work.
    The gmail address in the subscription field is the one that was was using and unsubscribed and cancelled, so do the right thing and get this sorted out asap

    • Marvin Quinsaat

      Hi Nico,

      We’ve responded to your email on October 3 which we have did not receive a response. The reason why you received that error message was that you were sending an email to notify@gmass.co which is a non-receiving inbox. Notify@gmass.co is not a command in GMass whereas cancel@gmass.co is.

      cancel@gmass.co is a command in GMass to cancel a subscription when used with the GMass button.

      The notification you forwarded confirms that you did not follow the directions as indicated in the cancelation procedure as it sent an email (through the Gmail send button).

  115. Chad

    Hi GMass

    About to sign up for your monthly premium subscription. A few questions:

    – Can you set the delivery/send date and time of emails with a column in Google Sheets? Eg. delay sending by longer than 90 seconds, say 1 email every 10 minutes.

    – If I am not using Gmass open tracking, click tracking, or unsubscribe features is there other benefit to setting up custom tracking domain?

    • Marvin Quinsaat

      Hi Chad,

      Unfortunately, no we do not have the option for the time of the emails as they are based on the original email’s sending time. You can, however, schedule the day but at this time, we do not have the function to schedule by time.

      I’ve also answered your ticket directly.

    • Marvin Quinsaat

      Hi Tom,

      We’ve responded to your previous message. To confirm this email address is confirmed to have already been canceled.

  116. Chad

    I sent out a campaign with Auto-Follow Up.

    How there were several people that responses, but still received the Follow Up…. it looks poor on me to have exchanged a few emails and then send something say ‘Just making sure you saw this….”

    What are they reasons why this would have happened so I can avoid in future?

  117. Ponmudi

    Hi GMass Team

    I have subscribed GMASS 10 days ago but it’s always showing “You have reached a limit” but not even i sent 100 mails from past 3 days.

    Please do the needful.

    Thanks & Regards
    Ponmudi Mylsamy

      • Ponmudi

        I am not able send mail to cancel subscription.
        Please do the needful and cancel my subscription please.
        after paid customer, now am not able to send 1 mail per day.very strange.

        • Marvin Quinsaat

          Hi Ponmudi,

          Please use the GMass button. Even if your account is over the limit, the cancellation instructions will work as clicking the GMass button to process your cancellation will not send an email but do an action to cancel your subscription.

  118. Apsar

    Dear sir

    all my mail goes to SPAM,
    then why should use this GMASS,
    when it was free, 50 mail send. then waist all mail ges to SPAM…
    NO use i lost my time and money….

  119. Apsar

    Dear sir

    all my mail goes to SPAM,
    then why should use this GMASS,
    when it was free, 50 mail send. then waist all mail ges to SPAM…
    NO use i lost my time and money….

    please REfund my money

  120. Emerald Frederick

    My Gmass question pertains to this article by Ajay: “Send a mail merge campaign to just selected rows of a spreadsheet”

    Is there a way to use these filters as a suppression feature? It seems as though all of the operations filter who you want to send to from a list. But, I want to send out a mass, and exclude contacts on the list from getting hit.

    For example:
    I DO NOT want it to send an email to someone with “yahoo.com” in the domain.

    Please guide me on this

  121. LeeMarie Kennedy

    Hi – I wish I didn’t’ have to do this by leaving a comment, but… I am trying to cancel the account of a former employee. Because of this, I do not have the extension. I don’t want the extension. I just want to cancel an account so our company card doesn’t get hit for an employee who left our organization. Help?

    • Marvin Quinsaat

      Hi Samy,

      Unfortunately, we do not offer phone support. To setup your account, please install the GMass Chrome extension (click on the blue button on our homepage – https://www.gmass.co) and click on any of the GMass button to automatically setup your GMass account.

  122. Catherine A Kelly

    My # of Contacts is 1,168
    When I send my list says 1,156
    When GMass says sent it says 1,158
    When I get Gmass e-mail it says 1076 sent
    Bounces 44
    Why are so many e-mails not going out?
    The numbers never add up

  123. Anthony

    Have a Redtail integration for sending emails? Their service will only send up to 100 with how they are setup with Gmail but we need to send to over a 1000.

  124. Mike

    What do we do when gmass is the reason why we are being put in spam? I’ve removed the pixel and the unsubscribe link and my emails go into primary inbox… when I add the links and pixel it goes into spam. I have already added dedicated trackingdomain cname.

    Does this mean we can no longer use gmass?

  125. Lori

    I’m getting Message Not Delivered errors and the link with the message doesn’t work.
    The response from the remote server was:
    554 5.7.1 URL/Phone Number Filter – ec2-52-26-194-35.us-west-2.compute.amazonaws.com/x
    I’ve tried sending email to Support@gmass.zendesk.com and get the same Message Not Delivered response. Please help. Thanks!

  126. Abhijeet

    Our former employee using G-Mass on his personal mail id by companies bank account. Now the employee left the company and we are still paying GMass monthly bill. His mail id is “pawankum84@gmail.com”, either remove the account from GMass or remove are details from his Id.

  127. Donna Poe

    We already have a GMass account. How do I download the app to my computer to use? The account was set up from another computer (by another person). I co-manage the NoSnowCampMine gmail account and need the app downloaded to my laptop in order to send out campaigns. Thank you.

  128. Afshin

    Hi Gmass.

    i have a business TASGS.com and i have about 400 clients i email to regularly per day. to remind them about payroll, new rules, new laws, welcoming, and informing. sendgrid was not a good option for me. i do not send in big bulks i just need to stay in touch with my clients. as of right now i am a paying gmass 500 a day email but it seems like i can not send out my emails, i am keep reaching my limit but i have not if i am at 99 emails. can i please get help from you guys. its very hard to run my business if i can not email all my clients to run payroll or simply tell them to have a great weekend or even say happy holidays.

  129. Lori

    I can’t reply to any email that I receive where the original email was sent through GMASS. See my earlier post re: Message Not Deliverable with link that goes to GMASS and doesn’t work. Please help!

  130. Lori

    I’m getting “Message Not Delivered” errors for all GMASS related emails and the link included with the message doesn’t work. Here’s the link provided below the “Message Not Delivered” box.

    The response from the remote server was:
    554 5.7.1 URL/Phone Number Filter – ec2-52-26-194-35.us-west-2.compute.amazonaws.com/x

    I’ve tried sending email to Support@gmass.zendesk.com and get the same Message Not Delivered response.

    Please help. Thanks!

  131. Tom OBrien

    I was told my account was canceled in November. I was charged in november and I was just charged again for December. When will I be cancelled and when will I receive my refunds?

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