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Domain verification
Frequently asked questions
My email is stuck in QUEUED — what should I check?
First check whether you sent with a sandbox or live key. Sandbox sends never reach inboxes. For live sends, verify your domain is fully verified (DKIM + SPF confirmed), make sure AWS SES credentials are configured, and check the API response or Email Timeline for any error details. If a live send is still queued for more than 5 minutes, contact support.
Why is my email going to spam?
The most common reasons are: (1) sending domain not verified or DKIM not active, (2) email content has spam-trigger words or too many links, (3) recipient email previously bounced and is in the suppression list, (4) "from" address domain has no SPF record. Check the Email Health page in your dashboard.
How do I add my team members?
Organizations and team roles are available on the Growth plan. Go to Dashboard → Organizations to create an org, then invite team members by email. You can assign Admin, Member, or Viewer roles with different permissions.
Can I use a Gmail or Outlook address as the "from" address?
No. You must use a domain you own and have verified in MailSetu. Free webmail addresses (gmail.com, yahoo.com, etc.) have strict DMARC policies that will cause your emails to fail or be rejected.
What is the difference between sandbox and live mode?
In sandbox mode, emails are simulated — they appear in your dashboard logs but are never actually delivered to real inboxes. Sandbox mode uses test API keys (starting with ms_test_). Live mode uses live API keys (ms_live_) and sends real emails.
I exceeded my quota — what happens?
Sends beyond your plan quota return a QUOTA_EXCEEDED error. Emails are not queued — they fail immediately. To avoid this, either upgrade your plan or buy email credits. Credits act as overflow capacity and are used automatically when your monthly quota runs out.
How do I get a GST invoice?
GST invoices are automatically generated for every paid transaction. Go to Dashboard → Billing → Payments, find the payment, and click "Download Invoice". The invoice shows your GSTIN (if you've added it in account settings), our GSTIN, and CGST + SGST breakdown.
How do I update my billing GSTIN?
Go to Dashboard → Settings → Billing. Enter your GSTIN in the "Tax information" section. Future invoices will include your GSTIN. We can also re-issue past invoices with your GSTIN — contact support with the payment reference number.
Can I get a refund?
Yes, within 7 days of payment if the service was not working as advertised. Credit purchases are non-refundable if credits have been used. Contact support with your payment reference number and we'll process it within 3-5 business days.
My API key was compromised — what do I do?
Go to Dashboard → API Keys and immediately delete the compromised key. Create a new key and update your application. All requests using the old key will fail immediately after deletion. There is no need to contact support unless you suspect unauthorized usage.
Still stuck?
Our team is happy to help. Describe what you're trying to do and what's going wrong — include your API key ID (not the key itself), the email ID from the logs, and any error messages.