General
What is StretchMail?
StretchMail is StretchSuite's email platform. It handles both marketing campaigns (lists, sends, open/click tracking) and a shared team inbox (receive, triage, and reply) on your own verified domain. Everything is scoped to your organization.
Where do I find it?
In the workspace sidebar under Comms & Legal → StretchMail.
Is my data private to my organization?
Yes. Every read and write is filtered to your workspace's organization — you never see another org's domains, mail, lists, or contacts.
Domains and sending setup
Do I have to verify a domain before sending?
Yes. Verifying a domain (with SPF, DKIM, DMARC, and the ownership record) is what makes your mail trusted and keeps it out of spam. Start with Verifying your sending domain.
How long does verification take?
As long as DNS takes to propagate — usually minutes, sometimes a few hours. Click Verify again after your records go live.
My domain won't verify. What's wrong?
Usually a typo in a host name or value, DNS not yet propagated, or two SPF records (there must be only one — merge them). See Fixing sending and delivery problems.
Mailboxes and aliases
What's the difference between a mailbox and an alias?
A mailbox is a real address that sends, receives, and stores mail. An alias is an extra address that points at a mailbox or forwards elsewhere, with no storage of its own.
Can several addresses land in one inbox?
Yes — create aliases (like support@, sales@) that route to a single shared mailbox.
What quota does a mailbox get?
The default is 1024 MB (1 GB) and can be raised for busy inboxes.
Lists and contacts
How do I add contacts?
Under Audience, add them one at a time, or Import a CSV with email,name columns. Duplicates are collapsed by email.
Why is my list count lower than the number of people on it?
The count shows only subscribed contacts. Unsubscribed contacts stay on the list for your records but aren't counted or emailed.
Will unsubscribed or opted-out people ever get a campaign?
No. Only subscribed contacts are mailed, and anyone on the suppression list is always excluded.
Campaigns
What's required to send a campaign?
A subject, a body, and an attached list with at least one subscribed, non-suppressed contact.
Can I edit or re-send a campaign?
You can edit a draft or scheduled campaign freely. A sent campaign is locked — duplicate it into a new campaign to send again.
Can I schedule a campaign?
Yes — set a future date/time and it holds as scheduled until then. See Scheduling and managing campaigns.
Why did my send go to fewer people than my list size?
Unsubscribed and suppressed contacts were correctly excluded. The send confirmation shows the real recipient count.
Tracking and reports
What does StretchMail track?
Per campaign: sends, sent, opens, and clicks, plus a per-recipient send log with open and click times and any failure reason.
Why do opens look low?
Open tracking uses a pixel that some inboxes block, so real readers can appear unopened. Clicks are the more reliable engagement signal.
Inbox
Is the inbox shared?
Yes — the whole team sees and triages the same inbound mail on your shared addresses, with folders for Inbox, Unread, Starred, Snoozed, Archive, Trash, and Spam.
Where did a message go?
Check Snoozed, Archive, and Spam, or use search — it covers sender, subject, and body.
Quick troubleshooting
- Campaign queued but not delivering → sending may not be enabled yet on your workspace; check the Engine card on the Dashboard.
- No inbound mail → domain needs a live MX record and at least one mailbox with inbound enabled.
- "No subscribed (non-suppressed) contacts" → your list is empty or everyone is unsubscribed/suppressed.
- Reply won't send → the mailbox's outbound may be off, or sending isn't enabled yet.
For deeper delivery issues, see Fixing sending and delivery problems.
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