Frequently Asked Questions

Quick answers to the questions we hear most. Each answer links to the page with the full details.

Account and signing in

How do I sign in?

Go to one.mumara.com. You're sent to account.mumara.com to sign in, then brought back into the app automatically. See Sign Up and Onboarding.

How do I change my name, email address or password?

In your billing profile, not in the app. Open the user menu and choose Billing, or use Quick Navigation → Account in the top bar. See Billing and Invoices and My Profile.

How do I turn on two-factor authentication?

Under Profile → Security. See Security.

Sending domains

Why can't I choose my domain as the sender?

Only Active sending domains are offered. Open Setup → Sending Domains and check the domain's status. If it's Pending Authentication or Authentication Failed, one of its DNS records hasn't verified yet. See Sending Domains.

How long does DNS verification take?

Usually under an hour, occasionally up to 48 hours, depending on your DNS provider. The Current Value column on the domain's page shows what DNS returns right now, so you can tell when your change has arrived.

Do I need to change my root domain's SPF record?

No. Mumara ONE's SPF record goes on a bounce subdomain, and every record it asks for is on a subdomain, so your existing email and website aren't affected.

Infrastructure

Do I need Dedicated IPs?

Not to get started. Every account sends from Mumara's shared infrastructure, which is managed for you. Dedicated IPs give you a reputation of your own and are worth it once you send steady volume. They're part of the plans that include dedicated infrastructure. See Key Concepts and Dedicated IPs.

Why keep marketing and transactional email in separate pools?

So a problem with a newsletter, such as a spike in complaints, can never slow down your password resets or receipts. See Dedicated Pools.

Campaigns

Why did my campaign pause?

The most common reasons:

• Your sending allowance ran out on a plan without overuse. Convert funds into email credits or upgrade, then resume the campaign. See Plan & Usage.
• Stopped By Policy: the campaign's bounce rate climbed too high. Clean the list before sending again. See Sending Reputation.
• A list or your account was suspended to protect your reputation. You'll have an email explaining why.

How do I send a test before sending to everyone?

Use the Preview & Test tab when you edit a broadcast, or the test preview in the last step of scheduling. See Broadcasts and Scheduling Campaigns.

How do I send only to people who opened a previous campaign?

Build a segment on engagement, then schedule the campaign to that segment. See Segments.

Transactional email

SMTP or the sending API?

If your software has SMTP settings (most e-commerce platforms, CMSs and frameworks do), use SMTP. If you're writing code and prefer an HTTP request, use the sending API. Both go through a Bridge. See Transactional Email.

Which SMTP port should I use?

Port 587 with STARTTLS. If your network blocks it, use 2525. See SMTP Settings.

What does "not authorized to relay" mean?

The domain in your From address isn't one of your verified sending domains, or it's a subdomain you haven't added on its own. See SMTP Settings.

Deliverability

Why are my emails going to spam?

Check, in this order: your sending domain's records are all verified (DKIM, tracking and bounce), you're only mailing people who opted in, your bounce and complaint rates are low, and your content isn't spam-like. See Sending Reputation and Compliance.

Why did valid contacts hard-bounce?

Many mailbox providers reject mail they're blocking with a permanent code, which counts as a hard bounce even though the address is fine. Read the Details in Analytics → Bounce, fix the cause, then reset those contacts. See Bounces and Complaints.

Billing and credits

What happens when I run out of email credits?

On Essential, sending pauses until you add credits, upgrade or your allowance refills. On Professional and Business, sending continues and the overage is invoiced on your billing date. See Subscription and Plans.

How do I top up credits or Mumara AI tokens?

Add funds, then convert them under Setup → Funds. See Funds.

How do I cancel?

Through your billing account. Cancelling permanently deletes your Mumara ONE account and everything in it, so export anything you want to keep first. See Subscription and Plans.

Data

How long are my logs kept?

It depends on your plan. The Log Retention card on the Dashboard shows yours. See Delivery Logs.

How do I export my contacts?

From the contact list's actions. Exported files appear under Tools → Exported Files. See Contact Lists and Exported Files.

Still stuck?

See Troubleshooting, or contact Mumara support.