Question 1

How do I create my first campaign?

Accepted Answer

Open Campaigns and hit Compose. Give it a name, pick who it goes to, build the email in the drag-and-drop editor, then send it or schedule it for later.

Question 2

How do I import my contacts?

Accepted Answer

Go to Audience, click Import, and upload a CSV. Thunk Mail maps your columns for you and flags duplicates and invalid addresses before anything is saved.

Question 3

Is there a setup wizard?

Accepted Answer

Close to one. Your dashboard carries a getting-started checklist covering sender details, your first contacts, your first campaign, and confirming your reply-to address. It lives on the dashboard, so you can stop halfway and pick it up next time you log in.

Question 4

Can I use my own HTML templates?

Accepted Answer

Not yet. Thunk Mail builds emails from its own drag-and-drop modules — text, image, button, banner — which stack into whatever layout you need. Importing your own HTML is on the roadmap.

Question 5

How do I add images to my email?

Accepted Answer

Drag an Image module into your email, then click it to upload. Thunk Mail compresses and optimizes the file so it loads fast in an inbox.

Question 6

Will my emails work in all email clients?

Accepted Answer

Yes. Thunk Mail generates clean, standards-compatible HTML that renders properly in Gmail, Outlook, Apple Mail, Yahoo, and the other major clients.

Question 7

What file formats can I import?

Accepted Answer

CSV. Thunk Mail reads your column headers and maps them onto contact fields: name, email, and any custom fields you've set up.

Question 8

How are bounced and unsubscribed contacts handled?

Accepted Answer

We flag them and leave them out of every future send. They don't count against your contact limit either, so you're never paying to store an address you can't email.

Question 9

What are signup forms?

Accepted Answer

A signup form is a page we host for you at its own link. Share that link anywhere. Every form also comes with a QR code, which is what you want on a table tent or a poster. Signups land in your audience once they confirm.

Question 10

Someone signed up but they aren't in my audience

Accepted Answer

They still have to confirm. A signup gets a confirmation email first, and the address becomes a contact only once someone clicks the link in it. Until then it sits as pending. The extra step earns its keep: confirmed addresses bounce and complain far less, and that's most of what keeps your mail out of spam folders.

Question 11

Can I send a test email before sending to my full list?

Accepted Answer

Yes. On the send screen, hit Send test and a copy goes to your verified reply-to address, so you see the real thing in a real inbox before anyone else does.

Question 12

How do I track opens and clicks?

Accepted Answer

Both are tracked automatically on every campaign. Your campaign detail page shows open rate, click rate, bounces, and complaints as the numbers come in.

Question 13

Why do you need my business name and mailing address before I can send?

Accepted Answer

Anti-spam law requires every marketing email to name who sent it and carry a real physical mailing address, so both go in the footer of everything you send. A PO box counts. We check at send time rather than trusting the setup prompt, which is easy to skip past. The check also looks at whether the address is complete, not just filled in, because placeholder text has reached real footers before.

Question 14

Do unused sends roll over to the next month?

Accepted Answer

No. Your send allowance resets at the start of each billing cycle, and anything you didn't use is gone. Stored contacts are counted separately and the monthly reset doesn't touch them.

Question 15

Can I change my plan anytime?

Accepted Answer

Yes, from Billing in your settings. Upgrades take effect immediately and we prorate the difference, so you only pay for what you use. Downgrades and cancellations run through the same portal.

Question 16

What payment methods do you accept?

Accepted Answer

All major credit cards. Stripe handles the payment details.

Question 17

I'm under my monthly limit but my send was blocked

Accepted Answer

The free plan has four separate limits, and any one of them stops a send: emails per hour, per day, per month, and how many different people you reach in a month. The last one surprises people. Emailing the same few hundred contacts every week is fine, but reaching a few hundred brand-new addresses in one month is a different limit. Whichever one you hit, the message names it and tells you how much room is left. Paid plans lift them.

Question 18

How do I reset my password?

Accepted Answer

Click "Forgot password?" on the login page and we'll email a reset link to your registered address.

Question 19

Can I delete my account?

Accepted Answer

Yes. Message us through the chat widget and we'll start the deletion. Everything of yours is permanently removed within 30 days.

Question 20

Why do I have to verify my email twice, once at signup and once for my reply-to?

Accepted Answer

They cover two different things. The email at signup proves the address is yours, which is what keeps anyone else out of your account. The reply-to check proves you can actually receive mail at the address your subscribers will reply to. Our sending provider won't attach an address to outgoing mail until it has seen that proof, so nobody can run campaigns that reply into an inbox they don't own. And yes, if you use the same address for both, you'll get two emails. Login and reply-to are stored separately, and either one can change later without touching the other.

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