Got a question for us? You'll likely find the answer to the most frequently asked questions here on the SMX Support & FAQs page. If not, SMX's friendly support team is just an email or a call away if you need help.
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 firstname.lastname@example.org
How do I contact the email support/help desk?
To contact the SMX Email Support Desk, send an email to email@example.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 help desk requires a copy of the misclassified email. This means that the original email must be sent to firstname.lastname@example.org. The SMX help desk will automatically issue you with a case number to be included in all future correspondence related to this case.
These are the steps to follow when sending the misclassified email to the SMX support desk with most common mail clients and webmail clients:
Mobile Device (Built-in Email Apps, Downloaded Email Apps, Mobile browser)
If you are using a mobile device and would like to submit a false negative to us, please send this via your desktop/laptop computer so we can receive the email in the correct format for processing.
Please Note: Only misclassified emails that are submitted using any of these methods can be investigated by the SMX support desk. Any other method will not create an rfc822 MIME attachment, which will not provide the message in its original form.
I am a customer of SMX and somebody sending email to me has incorrectly received notification that their message was rejected for suspected spam content (i.e. a false positive). How do I get this resolved?
Please follow the steps below to save and submit the email to the Support Desk. You may need assistance from your IT team for the below steps, however if you are comfortable following them please carry on.
A. Save the whole email, including any attachments, to a folder on your computer (the desktop is suggested so you can locate it easily).
B. Next, please follow the instructions below for either WinRAR or 7-Zip:
How can I receive incident and planned maintenance alerts from SMX?
To be notified of any incidents or planned maintenance, please visit our Service Status Alerts page and subscribe to updates by email and/or text message.
Where can I keep up-to-date with current email security threats, alerts, news and trends?
The SMX Support Team constantly reviews and evaluates information on email security threats, alerts and trends. We regularly share information that might be useful for our customers on this page: Email security threats, alerts, news and trends. Please visit and bookmark this page so that you can keep up-to-date on what to be on the lookout for.
How can I set up Office 365 with SMX?
SMX will need to setup your account in the SMX portal as a prerequisite to configuring Office 365 in your environment. If you need this setup, please contact SMX Support.
Please have a read over this Office 365 set up guide which will guide you how you can configure your Office 365 to work with SMX. This guide covers the inbound and outbound configuration.
How do I configure mail clients with TLS or STARTTLS?
To configure your email client/s with TLS or STARTTLS, the basic details are as follows:
POP port 110 with StartTLS or 995 with SSL IMAP port 143 with StartTLS or 993 with SSL
SMTP port 587 with StartTLS or 25 with TLS
Below are the details on how to enable the (TLS) protocol for the Microsoft Outlook email program and Mac OS email client:
Microsoft Outlook Mail Client
With your Outlook client open, select Tools from the main menu. Then select Account Settings... from the drop down menu.
This will open up the Account Settings window. If you have more than one email account configured, make sure that your SMX account is selected. With your SMX email account highlighted, select Change. See Figure 2 below.
This will open another window called Change E-Mail Account. Click More Settings.
This will open another window called Internet E-mail Settings. Click the Advanced tab. Look in the section called Server Port Numbers. In the drop down menu under Incoming server (IMAP), select TLS from the list of options. The port number should be set to 143. Then, in the drop down menu under Outgoing server (SMTP), select TLS from the options. Your outgoing server port number should already be set to 587, but if it is not, type "587" in the Outgoing server (SMTP) field.
Click OK to close the Internet E-mail Settings window. Close the Change E-mail Account window. Click Close to close the Account Settings window.
Mac OS Mail Client
With your Apple mail client open, select Mail from the main menu. Then select Preferences from the drop down menu.
Select Accounts from the top menu and click on the Outgoing Mail Server (SMTP) section, click on the drop down button.
Select Edit SMTP Server List.
On the pop up window, click Advanced and make sure that Automatically detect and maintain account settings is ticked and the Port is 587. Also tick the Use SSL box. Click on OK to save.
Select Advanced and make sure that the Port is 143 and that the Use SSL box is ticked.
Click the red button on the top left corner to close the window.