General Enquiries

Our standard hours of operation are Monday to Friday from 08:00 AM to 07:00 PM NZT, apart from statutory holidays. We provide email support to all customers. Emails received outside of these hours will be responded to on the next business day.

SMX also offers an 24/7 support for Gold Support customers, for more information on Gold Support contact sales@smxemail.com.
If you are unsure as to whether or not you have Gold Support, please check the products tab in your SMX email administration portal. If you do not have access to your SMX email administration portal, please check your latest invoice for mentions of Gold Support.

To contact the SMX Email Service Desk, send an email to emailsupport@smxemail.com. You can also ring NZ Freephone: 0800 SMX SMX (769 769) AUS Freephone: 1800 476 976, International Phone: +64 9 302 0515 and select 1.

In order for SMX to investigate an email problem the service desk requires a copy of the misclassified email (.eml format).

These are the steps to follow when sending the misclassified email to the SMX service desk with most common mail clients and webmail clients:

1. Launch your email client
2. Create a new message and address it to emailsupport@smxemail.com
3. Drag and drop the misclassified email into the newly created message, it will now appear as an attachment

N.B. Please do not include other recipients your submission whether in the To, CC or BCC fields.
In Mac OS X Mail, use the "Forward as Attachment" option in the Message menu or via right-click.

Below are instructions for different email clients on how to submit your misclassified email to SMX.

Outlook Mail Client

Outlook (desktop app, new Outlook and Outlook on the web)

1. Launch Outlook and locate the misclassified email in your mailbox. This may be in your Inbox, Junk Email folder or a quarantine notification.
2. Select the email in the message list (you don’t need to open it).
3. Click the three dots (More actions) at the top right of the message, or in the toolbar above the message list.
4. Choose Forward as attachment. A new message opens with the original email attached as an .eml file.
5. In the To field, enter emailsupport@smxemail.com.
6. Click Send.

Alternatively, create a new message to emailsupport@smxemail.com and drag and drop the misclassified email into it. It will appear as an attachment.

Thunderbird Mail Client

• Thunderbird

  1. Launch Thunderbird and select the misclassified email in the message list.
  2. Click the Message menu (or the menu icon, then Message) and choose Forward As > Attachment. A new message opens with the original email attached as an .eml file.
  3. In the To field, enter emailsupport@smxemail.com.
  4. Click Send.

  Alternatively, click the arrow next to the Forward button in the toolbar and choose Attachment. Dragging and dropping the email into a new message also works.

  N.B. Please do not include other recipients in the To, CC or BCC fields.

  Tips

  • Do not use the standard Forward option (or Thunderbird’s Inline option). It pastes the content into the body of the message and removes the original headers SMX needs to investigate.
  • Before sending, confirm the attachment appears as a single .eml file (or the email’s subject line with an envelope icon) rather than text in the message body.

Gmail Mail Client

• Submit a false positive for Gmail (web)

1. Open Gmail in your browser and open the misclassified email.
2. Click the three vertical dots at the top right of the message (next to the Reply arrow).
3. Select Download message. An .eml file is saved to your computer, usually in your Downloads folder.
4. Click Compose to create a new message and address it to emailsupport@smxemail.com.
5. Attach the saved .eml file by clicking the paperclip icon (Attach files) and selecting the file, or by dragging and dropping it into the new message.
6. Click Send.

N.B. Please do not include other recipients in the To, CC or BCC fields.

Tips

• Do not use the standard Forward option. It removes the original headers SMX needs to investigate.
• If you don’t see Download message, open the three dots menu, choose Show original, then click Download original and attach that file instead.
• This works the same way in a desktop browser on Windows, Mac or Linux. The Gmail mobile app doesn’t support downloading messages as .eml, so please use a computer.