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

What's an auto responder, and how is it different from a campaign?

Accepted Answer

A campaign goes to everyone at once. An auto responder attaches to one list and runs per person, on their own clock, starting the day they join. Someone who signed up this morning gets the first email today. Someone who signed up three weeks ago might be on the fourth. Same emails, different timing for every contact.

Question 15

I edited an email in a live auto responder and it stopped sending

Accepted Answer

That's expected, and one click fixes it. Auto responders send the published version of each email, so editing one takes it back to unpublished and we hold it rather than mail out a half-finished draft. Anyone waiting on that email stays where they are. Nothing is lost and nobody gets skipped. Publish it again and the queue starts moving.

Question 16

Can I run the same contact through an auto responder twice?

Accepted Answer

No. Once someone finishes an auto responder they're finished with it for good, and removing them from the list and adding them back won't restart it. Partway through works differently: leave the list mid-sequence and rejoin, and you pick up at the next email instead of starting over. To reach people who already finished, send them a campaign or build a second auto responder.

Question 17

How many emails can one auto responder have?

Accepted Answer

One on Starter and Free. Base and Pro have no cap. Whichever you build, the emails count against your normal send allowance the same way a campaign does, so a four-email sequence reaching 300 contacts uses 1,200 sends.

Question 18

Do unused sends roll over to the next month?

Accepted Answer

No, and there's no reset day to wait for either. Your allowance counts the sends from the last 30 days, so room frees up a little at a time as older sends age out. Stored contacts are counted separately and aren't affected.

Question 19

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 20

What payment methods do you accept?

Accepted Answer

All major credit cards. Stripe handles the payment details.

Question 21

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

Accepted Answer

Starter and Free have 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. Base and Pro drop the hourly, daily and unique-recipient limits.

Question 22

I'm on the Free plan. Is it going away?

Accepted Answer

No. Accounts that were on Free keep it for as long as they stay on it. Free isn't offered to new accounts anymore, so once you move to a paid plan you can't switch back to Free later.

Question 23

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 24

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 25

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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