How to get the best 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, support@gmass.zendesk.com. 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 support@gmass.zendesk.com and not to any other email addresses.
  2. Make sure your email to support@gmass.zendesk.com 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 lower response time, since first the team member has to notice the email, and then has to forward the email to support@gmass.zendesk.com in order to create a ticket.
  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 emailing a new email to support@gmass.zendesk.com.

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.
  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.

39 Replies to “How to get the best 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.

  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.

  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

Leave a Reply

Your email address will not be published. Required fields are marked *