FAQs

What payment methods do you accept?

We accept all major credit cards, PayPal, Bitcoin and in some cases ACH. Once your order is placed, your account will be automatically set to monthly recurring billing, which you can cancel anytime before the monthly renewal date.

 

What is required for the account set-up process?

There is nothing required from you to set up your account. The only time we will need information from you is if you want to use your own domain URL. In that case, we will need the name of your domain URL so we can provide you with instructions to point the DNS to our servers. If you are familiar with this process you can modify the DNS yourself or consult with your domain provider (i.e. Godaddy). Alternatively, you can give domain panel access (Username & Password) of your domain registrar so we can do it for you.

Please forward the domain panel access information to support@hotsol.net and reference your order number in the email.

 

Do you charge set-up fees? How much time is required to set-up my account? 

We do not charge set-up fees for accounts. We do all configurations and activate all accounts in 24hrs. or less. It may take up to 48 hrs to deliver your account if ordered on weekends or holidays.

 

Do I have to upload my email list to your servers?

If you are using your own email marketing software and connecting to our servers via an SMTP connection, you do not have to upload your list to our servers. If you are using our email marketing software you will be required to upload your list to our servers in order to send your campaigns and receive accurate reporting.

 

Does Hotsol sell email lists?

No! Hotsol does not and will never sell email lists or retain customer data. As the leading bulk email service for purchased email lists and cold data, in our view it is a conflict of interest. We partner with reputable industry leading data providers who may be able to assist you.

 

What will be my deliverability rates?

Delivery rates will vary from campaign to campaign. They are heavily reliant on the quality of your email list, email content and spam filters behind the email addresses you are sending to. What we can say is we keep you in a position to deliver emails and the more recipients engage with your content the more ISPs are likely to place your messages into the inbox..

To learn more about best practices see 6 tips to improve email deliverability.

 

What do I need multiple IPs and domains?

All ISPs have bulk email limitations so when sending non-permissioned email we have to take them into consideration.  Multiple domains and IPs in rotation help to balance the load and maximize email delivery. The number of IPs and domains we recommend are based on your list type, number of contacts and email speed delivery requirements.

 

What kind of support do you offer?

We offer phone support from 9:00 AM EST to 5 PM EST, Live Chat support from 8:30 AM EST to 8 PM EST and email support 24hrs a day at support@hotsol.net. The ticketing system is available 24/7 at clients.hotsol.net.

We aim is to resolve any outstanding issues within 24hrs. If more time is needed, our technical department will reach out to you and let you know.

 

What is your refund policy?

As a company policy, we do not issue refunds unless there is a technical error on our side. When applicable we can provide a pro rated refund. Our email plans are month to month so you can cancel anytime before your next billing date.

 

What is your cancellation process?

You can cancel your account anytime before the renewal date by sending an email to billing@hotsol.net or login to the client area at clients.hotsol.net and send a ticket to the billing department. Note: We do not keep user data so once your server is canceled you will have 24hrs from the date of cancellation to download your data. Please inform us before the cancellation of your server so we may assist you in retaining your data.

 

Do you offer custom email marketing solutions?

Yes, we offer custom solutions. Send your requirements to our team via our contact form or to info@hotsol.net and we will get back to you with a quote.

 

Do you offer email template design?

Yes, we can design and code a custom responsive email template for you. Prices start at $100.

 

Do you offer managed email solutions?

Yes. With our managed email solutions, just send us you email list and your pre-designed email template and we will create and deploy your email campaigns. You can also engage our design services to customize an email template for you. We will provide you with reporting within 24 hours of the completion of your campaign.

 

Do you offer white label email marketing solutions?

Yes. We offer branded solutions that allow your agency to deploy emails directly from your own branded domain.

 

Do you have any sending limits?

Yes. Depending on the plan you purchase there will be daily sending limits. We manage email delivery speed based on years of expertise and our previous clients’ experiences. Each individual case is different due to the following factors:

1) Quality of email list

2) Size of email content. (i.e. 100KB is the recommended size for email campaigns.)

3) IP Blacklisting. If you receive SPAM complaints or get trapped by SPAM filters that will affect your sending speed.

4) Email software. If you choose to host your email software with someone other than us this will also affect your sending speed.

 

Can I send to consumer lists like Gmail, Yahoo, Hotmail, AOL?

We allow sending to consumer lists like Gmail, Yahoo, Hotmail, Aol, etc., but these ISPs can block both your domain and  IPs for a myriad of factors. Some of these factors include hard bounces, spam complaints, bad or spammy content, a high level of unsubscribers, etc. We have strict guidelines you must follow when sending to consumer emails that may help to improve your delivery.

 

Should I clean my email list?

Yes. Cleaning your email list can help to remove hard bounces, spam trappers and honeypots. However, there is no guarantee that these services will clean your list 100%. Furthermore, they can not remove the recipient who will mark you as spam or complain against you.