Frequently asked questions
Answers to the most common questions about our SMS services, hosting and invoicing.
SMTP relay
You connect any application through SMTP over TLS on port 587 using your own login, including webshops, CRM, ERP, servers and more.
The dashboard creates a DKIM key in a single click, shows the SPF, DKIM and DMARC records ready to copy and checks in a single click whether they are published correctly; you publish them with your DNS provider. Automatic bounce handling through IMAP, IP warm-up and personal follow-up ensure maximum deliverability.
Yes, you get a statistics dashboard per domain that is updated every few minutes, with logging of rejections, bounces and activity, plus open tracking with device and location detection.
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.
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.
Deliverability
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.
These are the three authentication standards that prove an email genuinely comes from your domain. The 2mail dashboard creates the DKIM key and the three DNS records in a single click and checks in a single click whether they are published correctly; you publish them with your DNS provider. It is the basis of good deliverability.
A new or rarely used sending address does not yet have a reputation. During warm-up the volume grows in a controlled way, so mailbox providers learn to recognize you as a trustworthy sender instead of blocking you. You build it up yourself by sending campaigns spread over batches; during onboarding we keep an eye on things with you.
The dashboard per domain, which is updated every few minutes, lets you track delivery, deferred messages, rejections and bounces. This way you spot a declining reputation immediately, rather than only when customers stop receiving your emails.
Yes. All infrastructure is located in Belgian data centers and is managed 100% GDPR-compliant, with personal follow-up instead of an anonymous ticket system.
Email marketing
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.
Open tracking is handled in a GDPR-compliant way on our own Belgian servers, without placing your data with third parties, and you switch it on or off per campaign. You retain full control over the processing.
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.
Yes, you import and manage contact lists centrally, with automatic handling of unsubscribes and bounces so your list stays healthy.
The campaign report shows sent, delivered, opens, open rate and bounces, with the opens per hour and per mail client, device and country, so you can fine-tune your next campaign.
Email marketing is sending commercial or informative messages to a list of people who gave their consent for it: newsletters, offers, invitations and automated sequences. It differs from transactional email in that you choose the moment and the audience yourself, and in that every recipient must be able to unsubscribe.
On JAAN bv's own servers in Belgium. Processing and storage happen inside the EU, and no contact data goes to third parties for advertising or profiling. A data processing agreement under Article 28 GDPR is available on request.
Per volume tier and per sending domain, not per message. You pick the tier that matches the number of emails you send per month; there are no setup fees. The current tiers are on the pricing page, and the volume calculator helps you estimate your monthly volume.
Transactional email
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.
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.
Transactional email is typically delivered within seconds. In the event of a temporary issue at the recipient, 2mail automatically retries until the email is delivered.
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.
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.
Yes, they are two words for the same kind of message. "System email" emphasises where the message comes from (your application sends it itself), "transactional email" emphasises why it goes out (as a result of one action by one user). You will come across both terms; they mean the same thing.
A newsletter is something you schedule yourself and it goes out in one movement to an entire list; a transactional email leaves automatically, one at a time, the moment something happens, and its content differs per recipient. Nobody subscribes to order confirmations: they are part of the service itself.
No. An order confirmation, invoice or password reset follows from a contract or from an action the recipient took themselves, so it does not require the opt-in that commercial email does. That changes the moment you add promotional content: the marketing rules then apply to that part after all.
SPF, DKIM & DMARC
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.
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.
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.
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.
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.
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.
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.
Largely. You add your domain in the dashboard: it creates a DKIM key in one click, shows the three DNS records (SPF, DKIM and DMARC) ready to copy and checks in one click, and every hour after that, whether they are published correctly. Publishing them is something you do yourself with your DNS provider. Other services sending on behalf of your domain remain your own inventory — that is exactly what the DMARC reports are for, and they arrive at an address on your own domain.
General
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)
*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)