Question 1

How do I connect my application to the SMTP relay?

Accepted Answer

You connect any application through SMTP over TLS on port 587 using your own login, including webshops, CRM, ERP, servers and more.

Question 2

What about deliverability and bounce handling?

Accepted Answer

You set up SPF, DKIM and DMARC in a single click. Automatic bounce handling through IMAP, IP warm-up and personal follow-up ensure maximum deliverability.

Question 3

Can I see how my emails are performing?

Accepted Answer

Yes, you get a real-time statistics dashboard per domain with logging of rejections, bounces and activity, plus open tracking with device and location detection.

Question 4

Is my email traffic secure?

Accepted Answer

All traffic is encrypted through TLS on port 587. Your data runs on our own Belgian servers and is processed in a GDPR-compliant way.

Question 5

What is the minimum term and how is it priced?

Accepted Answer

The minimum term is 12 months and pricing is per domain. When a promotion applies, the promotional rate is valid for the first year, after which the standard price applies.

Question 6

Why do my emails end up in the spam folder?

Accepted Answer

This is usually caused by missing or incorrect authentication (SPF, DKIM, DMARC), a sending IP address without a reputation, or a sudden spike in volume. Mailbox providers then distrust the sender and filter the messages out.

Question 7

What are SPF, DKIM and DMARC?

Accepted Answer

These are the three authentication standards that prove an email genuinely comes from your domain. 2mail configures them correctly in a single click, forming the basis of good deliverability.

Question 8

What is IP warm-up and why do I need it?

Accepted Answer

A new or rarely used sending address does not yet have a reputation. During warm-up we let the volume grow in a controlled way, so mailbox providers learn to recognise you as a trustworthy sender instead of blocking you.

Question 9

How can I tell if my deliverability is good?

Accepted Answer

A real-time dashboard per domain lets you track delivery, bounces and complaints. This way you spot a declining reputation immediately, rather than only when customers stop receiving your emails.

Question 10

Does my email run on Belgian servers?

Accepted Answer

Yes. All infrastructure is located in Belgian data centres and is managed 100% GDPR-compliant, with personal follow-up instead of an anonymous ticket system.

Question 11

What is the difference with transactional email?

Accepted Answer

Marketing email is sent in bulk to lists (newsletters, campaigns), while transactional email follows an individual action (order confirmation, password reset). 2mail keeps both traffic streams separate so a campaign never harms the delivery of critical email.

Question 12

What about tracking and GDPR?

Accepted Answer

Open and click tracking is handled in a GDPR-compliant way on our own Belgian servers, without placing your data with third parties. You retain full control over the processing.

Question 13

Do I need technical knowledge to create campaigns?

Accepted Answer

No. With the drag & drop template builder you put together professional mailings without any HTML knowledge, and you immediately see how your campaign looks on desktop and mobile.

Question 14

Can I use my existing contact lists?

Accepted Answer

Yes, you import and manage contact lists centrally, with automatic handling of unsubscribes and bounces so your list stays healthy.

Question 15

How do I measure whether a campaign works?

Accepted Answer

A real-time statistics dashboard per domain shows opens, clicks, bounces and delivery, with device and location detection, so you can fine-tune your next campaign.

Question 16

What is transactional email?

Accepted Answer

Any email your system sends automatically as a result of a user action: order confirmations, password resets, invoices, payment confirmations and system notifications. The recipient expects this message, and expects it fast.

Question 17

Why separate transactional email from marketing?

Accepted Answer

Marketing campaigns are more prone to spam complaints and bounces. By routing transactional traffic through a separate, warmed-up channel, the reputation of your critical email stays protected against a disappointing campaign.

Question 18

How fast are system emails delivered?

Accepted Answer

Transactional email is processed with priority and typically delivered within seconds. In the event of a temporary issue at the recipient, 2mail automatically retries until the email is delivered.

Question 19

How do I connect my application?

Accepted Answer

You connect your webshop, CRM, ERP or server through SMTP over TLS on port 587 using your own login. No changes to your software are needed, you simply enter the SMTP details.

Question 20

Can I check whether an email has arrived?

Accepted Answer

Yes. Every send, delivery and bounce is logged, so when a support question comes in ("did the customer receive their invoice?") you find the answer right away.

Question 21

What is SPF?

Accepted Answer

SPF (Sender Policy Framework) is a DNS record in which the owner of a domain specifies which servers may send e-mail on behalf of that domain. The receiving server compares the sending IP address against that list. Think of it as a guest list at the door.

Question 22

What is DKIM?

Accepted Answer

DKIM (DomainKeys Identified Mail) is a digital signature that the sending server adds to every outgoing e-mail and that the recipient verifies with a public key from the DNS. It proves that the message was not altered in transit and genuinely comes from the domain.

Question 23

What is DMARC?

Accepted Answer

DMARC is a DNS record that specifies what a receiving server should do when SPF and DKIM fail, and where reports on those checks may be sent. SPF and DKIM establish whether something is correct; DMARC determines what happens next.

Question 24

Do I need all three?

Accepted Answer

Yes. SPF and DKIM each verify something different, and DMARC attaches a policy and reporting to them. The major mailbox providers weigh these checks heavily: a domain without correct authentication sees part of its mail end up in the spam folder.

Question 25

Why may I only have one SPF record?

Accepted Answer

That is how the standard is written: with two SPF records the check fails completely. Those who add multiple services over time — a mail provider, a newsletter platform, a webshop — sometimes end up with two records. All sending parties belong in that single record.

Question 26

Which DMARC policy should I start with?

Accepted Answer

With p=none. You then change nothing about delivery yet, but you do receive reports on everyone sending on behalf of your domain. Only tighten to quarantine and then reject once all legitimate senders pass.

Question 27

What happens if I go straight to p=reject?

Accepted Answer

Then mail from every sender you forgot no longer arrives anywhere, without warning. Think of the accounting department invoicing from a software package or an old webshop that still sends mail. Start at p=none, read the reports and tighten afterwards.

Question 28

Does 2mail handle this for me?

Accepted Answer

You connect your domain and we configure SPF, DKIM and DMARC for the mail that goes out through us. Other services sending on behalf of your domain remain your own inventory — that is exactly what the DMARC reports are for.

Question 29

How do I activate two-factor authentication?

Accepted Answer

To further secure our platform and your services, we have implemented the 'two-factor authentication*' option under your account. To activate this, log in via https://www.jaan.be => My Jaan => After logging in => Customer Portal => Two-Factor Authentication.

*Two-factor authentication or Two Factor Authentication (2FA) works a bit like a double lock. You use both something you know (such as your password) and something you have (such as a smartphone) or something you are (such as your fingerprint). In the first step, you log in to your account (Facebook, Twitter, Google, Microsoft, …). In the second step, that account sends a code to your mobile phone, which you must enter to gain access to your account, or you must confirm access using your fingerprint. Two-factor authentication is a simple and secure way to protect your online accounts. Enable it wherever possible. (Source: safeonweb.be)

Question 30

What exactly does your 'Loyalty system' involve?

Accepted Answer

Click here

Frequently asked questions

SMTP relay

Deliverability

E-mailmarketing

Transactionele e-mail

SPF, DKIM & DMARC

General

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