General Enquires

What hours of support does SMX provide?

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 extended support service, for more information on gold support contact sales@smxemail.com

How do I contact the SMX service team?

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.

How do I notify SMX of a misclassified email?

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

  • Submit false positive (a legitimate email that should not have been blocked)

Thunderbird Mail Client

  • Submit false positive (a legitimate email that should not have been blocked)

Gmail Mail Client

  • Submit a false positive.

What do I do if my email is rejected due to RBL?

If your email has rejected due to an RBL (Real-time Blackhole List), then please follow the steps below so you can send the email:

  1. Find out who the IP address belongs to. You can check this at https://www.whatismyip.com/
  2. Once you have found out who the IP address belongs to, scan any machines/devices related to that IP address and remove any malware / spyware / viruses.
  3. Then you can check at https://mxtoolbox.com/blacklists.aspx to see which RBLs the IP address is on and request de-listing from the appropriate websites.
  4. After de-listing the IP address, you will be able to send the email again.

Still Have Questions?

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