Contact support
What to include when you email support@emailfig.com, and the things only support can do.
Email support@emailfig.com and a real person replies. There’s no ticket portal, chatbot or in-app form, so write from any inbox you like.
What to include
The more of this you put in the first message, the fewer round trips:
- The email address your EmailFig account signs in with, so we can find your account.
- What you were trying to do, and what happened instead.
- The name of the campaign, automation, list, form or domain involved. Names are enough, no ID needed.
- The exact message you saw, copied out or screenshotted.
- When it happened, roughly, if it isn’t happening right now.
Things only support can do
A few things aren’t self-serve:
Contest a suspension. Tell us your account address and what you were sending; we’ll tell you what to fix. See My account was suspended.
Reclaim a sending domain another account already claimed. We can move an unverified domain to your account; a verified one has to be removed by its current owner first. Include the domain. See “That domain is already in use”.
Change your plan family. Platform sending and BYOS are fixed at signup. Email us and we’ll work out the options. See Can I switch between platform and BYOS?.
Apply the nonprofit discount. Send proof of your registered charity status. See Nonprofit and charity discount.
Quote for very large lists. The pricing ladder tops out; past it, ask us.
Review a platform-wide suppression. An address suppressed after a permanent bounce is blocked for every account and shows a Platform-wide badge on the Suppressions page with no Remove button. If you believe one is wrong, ask.
Ask whether something is allowed before you send it. See Is my content allowed?
Things you can fix faster than we can
- Not getting your sign-in code: check spam first, then I’m not getting my sign-in code.
- A campaign that won’t send: the Review step lists exactly what’s missing. See Why the Send button is disabled.
- A domain stuck on pending: usually one DNS record. See Domain verification statuses.
- A failed payment: Fix a failed payment.
- Adding a teammate: you can’t; accounts are one person. See Can I add teammates?.
Reporting abuse
If you received an EmailFig-sent message you didn’t sign up for, every message carries a one-click unsubscribe that suppresses future sends to your address immediately. To report the sender rather than just opt out, forward the message with its headers to support@emailfig.com. Every report is investigated against the Acceptable Use Policy.
Privacy, GDPR and legal requests
Data subject requests, a signed Data Processing Addendum, and subprocessor questions all go to the same address. Our Privacy Policy and GDPR page cover what’s already self-serve, including exporting your data and closing your account.