Billing FAQ's

Try us for free for 30 days here.

How am I being charged for mailboxes?

The best way to use MailRoute's service is to setup your mailboxes (defined as addresses with their own login, quarantine and settings) in our system and mark your mailbox list as complete by checking the little box at the top.

We do not charge for domain or mailbox aliases — for example, my aliases are sales@, info@, rachelp@, r.plecas@, etc.

We do charge for each mailbox belonging to a human on your domain(s), because each is benefitting from our filtering service and 15-day Store & Forward feature. 

If you don’t mark your mailbox list as complete, you run the risk of being over-billed. When mail arrives for an unregistered address in our system, our server asks your server, "Is this a legitimate address?" If it is, then that address will be added to your account free of charge for up to 30 days, while you either confirm that it is a unique mailbox or you assign it as an alias. 

It’s really best to input your mailbox list and mark it as complete, so that we can protect you fully from harvest attacks and bill you correctly.

Admins, remember to check your account periodically to assign aliases as need; those are free of charge. An alias will inherit its “parent” address’ preferences and settings.

 

To complete your mailbox list, click here, or use one of these convenient methods:

--LDAP Sync/ActiveDirectory

—Use our API

—Run our Postini import script

—Upload mailboxes via a CSV file or send it to us for uploading

—Manually add your mailboxes to the interface

 

How do I pay?

Simply request a free 30-day trial and your account will be setup. After 30 days, if you’re happy, do nothing and we’ll send you an invoice. No credit card required at sign-up.

If you've activated a trial and want to convert to a customer, do nothing! We'll simply send you an invoice to continue the service. If you have not received an invoice by the end of your trial, don’t worry, your account will remain active.  

Our billing department will send you an invoice with multiple options to pay. When the billing department applies your payment, they will send you a statement for your records. 

Payment Options: Credit Cards (Visa, MasterCard, American Express and Discover), Checks, e-Check, Wire Transfers, ACH.

 

1) Quick Pay: Click 'View Invoice' and then the 'Pay Invoice' button to enter payment information

    (credit card or echeck/bank transfer) and keep it on file for fast recurring payments which you control.

   *Note: Allow (whitelist) intuit.com to ensure delivery of invoices and payment receipts; or


2) Credit Card Payment: https://billing.mailroute.net


3) Check: Remittance address is at the top of invoice


4) Wire Transfer & ACH: Contact billing@mailroute.net for details.

 

I don't want to submit a credit card over the internet. Can I call it in?

Yes. 1-888-485-7726 and select option 3 (Billing) to speak to a representative. If we are unable to take your call leave a message or email us at billing@mailroute.net and we will contact you as soon as we are available. 

 

The Pay Now feature isn't available on my invoice. What do I do?

Notify billing@mailroute.net and we will enable that option if it isn't turned on for your account. In the meantime you can pay online and/or update your credit card information here. Or, use one of the other methods of payment available. 

  

Can I setup a recurring payment?

Yes, we keep your information stored securely and process payment each month. You will receive an invoice stamped PAID monthly.

 

I'm seeing invoices from Intuit.com. Are these legitimate?

Yes. MailRoute, Inc. and MR Compliance Solutions, Inc. use Intuit Quickbooks Online. Our invoices have a new look with the added Pay Now feature. 

Below is the 'From' address and the 'Subject' indicate that we are using intuit.com to deliver our invoices from the Quickbooks Online system. 

From: MailRoute, Inc. <quickbooks-email@intuit.com
Subject: INVOICE from MailRoute, Inc. via Intuit .com

 

From: MR Compliance Solutions, Inc. <quickbooks-email@intuit.com>
Subject: INVOICE from MR Compliance Solutions, Inc. via Intuit .com

 

© Intuit, Inc. All rights reserved. Privacy (https://security.intuit.com/privacy/) | Security (http://security.intuit.com) | Terms of Service (https://connect.intuit.com/portal/app/CommerceNetwork/#termsOfService/en_US)

 

How do I change my payment method or billing cycle?

You can update your credit card or bank transfer details via the Pay Now option or you can submit your credit card information via https://billing.mailroute.net and put UPDATE in the invoice field along with your domain name, company name or invoice number. If you wish to switch from monthly to annual or vice versa, please contact us by email or you can call 1-888-485-7726 and select option 3 (Billing) to speak to a representative. If we are unable to take your call leave a message or email us at billing@mailroute.net and we will contact you as soon as we are available. 

 

What if my invoice is wrong?

Email billing@mailroute.net and let us know. We are always happy to review and make corrections when needed. Please include the reason for correction requests. 

 

My user count is incorrect on my invoice. How can I get this corrected?

To avoid additional charges based on MailRoute's user count measurements, be sure to review your mailboxes. Delete invalid mailboxes, add missing mailboxes and/or reassign mailboxes as aliases.  Check the Distribution List box if the mailbox is indeed a distribution list. If your list is complete and you have received an invoice then just submit a payment.

See this article in our Help Center about managing your user list for accuracy.

Contact us when you have made changes to your list of mailboxes and we will RE-ISSUE the invoice. 

 

I'm missing an invoice. How can I get access to it?

You can email billing@mailroute.net. Please provide the month or invoice number which you are inquiring about or call 888-485-7726, press 3 to speak to a representative. If we are unable to take your call please be sure to leave a message and we will return your call or email you. 

 

How do I update my billing contact information?

See this article about updating contact information. 

 

Why can't I access my billing online?

MailRoute is in the process of reviewing our billing system. We will post an announcement of any future upgrades.

 

What happens if I don't pay in time?

If you haven’t paid your invoice in a timely manner, we will resend your invoice. Please review your invoices to ensure they are paid. You should see a zero balance due if your balance is paid in full. 

Your services may be interrupted, your discount could be rescinded and collection fees may apply.

 

Do you offer refunds?

Not for early cancellation. Customers are free to use the service through the end of their term or in addition to another service until their term expires. 

 

How do I cancel my service?

If you would like to cancel please submit a ticket to billing@mailroute.net. We always appreciate any feedback you can provide. If you are having any issues with your spam please be sure to contact support@mailroute.net first. Support is free and we are always happy to investigate your settings to see if we can get the service performing to your satisfaction. 

If you still need to cancel, let billing@mailroute.net know your reason and when you want to cancel by. You will need to pay any balance due to avoid interruption of service, loss of discount and/or collections activity.

You will also need to change your mx record(s) away from mail.mailroute.net. Once you have changed your mx records away and notify us we allow your domain to stay active for 3 days to allow your new mx records to propagate. 

We will deactivate your account and verify cancellation. As many of our customers do, please feel free to contact us again if you wish to restart service with us.  

 

 

  

Start a free 30-day trial today.

Contact sales@mailroute.net or support@mailroute.net for more information. 

888.485.7726

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