MxToolbox Support and Frequently Asked Questions
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What can we help you with?

Why does your tool have a different result than a blocklist provider's site?

This is not a bug, but merely a result of DNS propagation. Our tool queries the blocklist provider's DNS servers and returns the results. Sometimes a list will update DNS before or after their Web interface, which can provide different results.

Our tool acts in the same manner that a receiving mail server would, so if you see results on our tool, your mail delivery might be being impacted.


Which IP Addresses do your monitoring servers use?

In order to minimize false positives due to connection problems by our monitoring services we ask that you please whitelist these IP ranges on your firewall or network security systems:

  • US-EAST-1B: 52.55.244.91/32
  • US-EAST-1C: 18.205.72.90/32

How do I get off Backscatterer?

Backscatterer lists based on Misdirected Bounces or Misdirected Autoresponders or Sender Callouts. They do not offer delistings and will only remove you after they do not see this traffic for 30 days.

Keep in mind that this list is a "best practices" list and very few people block email based off this list. Many large mail systems, such as Windows Live Mail, Gmail, Yahoo, etc., end up on this list. If you are having delivery issues, there might be something else that needs to be addressed.

In short, they want you to not send bouncebacks for non-existent email accounts. Any vacation auto-responders or auto-replies should not send more than once in a 24-hour period, and your system should not use the VRFY command to check if an address is valid (few systems do by default anymore).

You can opt out of being alerted to a status change by going to your notification policy. You can find your notification policy by clicking on "Monitor", then "Notifications", then the appropriate policy (usually default).

You will find the "Filters" section at the bottom. You can choose to opt out of receiving alerts about any specific status change you wish by using the drop-down box.


Why does your website say I am "greylisted"?

Our anti-abuse system has banned your IP address for too many lookups. Please make sure that you are not using an automated system to perform lookups on our tools. If you are running an automated system to perform lookups, we suggest using our API.

More information about our API can be found here.


How do I add additional users to my account?
Click on your email address in the type right corner and click on "Settings".


Once you are in Settings, do the following:

  1. Click on Account.
  2. Input the email address you would like to add.
  3. Choose if you want the new user to have User or Editor rights.
  4. Click on Add User.



The user will receive an invitation and will need to fill out their account settings and create a password.

I need help finding my emailed invoices.

All invoices are emailed with the subject "MxToolBox Invoice#" to the email address on file when we process the credit card on file. Please check your Spam/Junk Folder and ensure that our email address is on your Whitelist/Approved Senders.


How do I view previous invoices?

You can access past invoices from the Billing tab in your Account Settings.

Click on your email address in the top right corner and click on Settings.


Once you are in your settings, click on the Billing tab:

  1. Click on Billing Information Manager to update your credit card information.
  2. Click on View to view your previous invoices.


Why am I receiving down alerts for Mailflow?

If you are receiving alerts for your Mailflow monitor and you are still able to send and receive email, chances are we did not receive a test message back to our system.

Click on the monitor and let it populate in the right window of the page. Under the graph you will see Outages | History | Pings | Edit > Click on Pings.

There are two (2) different results under the Pings table.

  1. A message with a Green Check is a successful message returned to us. You can click on the details link and it will provide you the full headers and more information about the test message.
  2. A message with a Red X on it is a failed message. If you click on Error, this will show you the test message's subject.

If the message is failing:

  • Use the message subject to check that it is not being filtering by an inbound appliance or spam software.
  • Use the message subject to check your outbound SMTP logs to see if the message is leaving your gateway.


DMARC - How do I remove a domain from MxDelivery Center?

To remove a domain that you did not activate in the MxDelivery Center, follow these simple steps:

  1. Log in to your account.
  2. Click the MxDelivery Center link at the top of the screen, or on the specific monitor for the domain that you would like to remove (Delivery Report).
  3. Click the Gear icon in the upper right of the screen.
  4. Click Domain Setup.
  5. Click "Remove" next to the domain.

**You should make sure that the domain that you want to remove is actually the domain next to the "Remove" option.


How can I inform you of a bug with the tools?

Please use the button the support page to open a ticket with a description of what you have seen and any Steps to Reproduce if you can supply them. If the error occurs on a specific URL, please include that, as well.

We appreciate your feedback!


Why am I getting DMARC DNS alerts when I do not have a DMARC monitor?

All MxDelivery Center customers are automatically subscribed to a DMARC DNS record monitor.


Where can I find more information about an alert or error?

You can find details about different warnings from our tools on the SMTP Problem Details page.


Where can I find more information about a blocklist error?

You can see details about different errors from our tools on the Blacklist Problem Details page.


Where can I find more information about an alert or error?

You can see details about different warnings and errors from our tools on the Problem Details page.


How can I make changes to the CIDR blocks that are being monitored for my account?

Please describe the changes you need below and we will be in contact shortly.


How do I update my credit card?

You can update your credit card information by clicking 'Billing Information Manager' on the Billing Page.


How do I cancel my account?

MxToolbox is sorry to see you go! We hope you had a good experience with us and that you find use for our tools in the future.

If you are a current customer and want to cancel services, simply follow these instructions to delete your MxToolbox account:

  1. Log in to your account.
  2. Click “username@mxtoolbx.com” in top right corner for dropdown menu.
  3. Click “Billing” option directly below username.
  4. Click “Cancel Services” hyperlink above Billing Email field.
  5. Click “OK” to confirm you want to cancel your account.

After the cancelation request is complete, your account will remain active until the end of your paid billing period. It will cancel prior to the next renewal date. If you are an annual customer, your account will remain active until the end of your annual billing period.

If we can improve anything to change your mind, please let us know. Thank you for being an MxToolbox customer!


How do I update my billing information?

You can update your credit card information by using the "Billing Information Manager" within your Billing Details Page.

Simply log in to your MxToolbox account, go the the following link, and click "Billing Information Manager":

https://mxtoolbox.com/Pro/wf/ProBilling.aspx#/

Have a great day!


How do I delete a monitor from the dashboard?

To delete a monitor from the dashboard, follow these steps:

-Click on the card of the monitor you want to remove.

-Once the information populates on the right-hand side of the dashboard, do the following:

1. Click on Edit


2. Click on Delete Monitor


3. Click on Confirm Delete

How do I add tools to My Favorites?
To add lookup tools to My Favorites, please follow these steps:


1. Select the dropdown arrow from the SuperTool lookup.

2. From here, you can select Email, Network, Website, DNS, or All Tools.

3. In each tab, there is an icon that shows “Drag to Favorites+”.

4. Select the tool you want to add and drag it into the “Drag to Favorites” box.

5. Once you have added your first tool to “My Favorites”, a new “My Favorites” tab will appear on the SuperTool menu.

How do I request Support for my Managed Services account?
You are in the correct place! Please describe the type of assistance you would like and a Support technician will contact you soon. Thank you!
I have reached my limit of users. How can I get more?
Please open a Support ticket with us. We will review your request, add the users, and get back to you quickly. You can find the "Submit Ticket" button on the Support page. Have a great day!
How do I get MxToolbox's W-9?

Download it now, right here! (W-9 forms do not expire). Or, you can copy the following URL and paste it into your browser: https://mxtoolbox.com/public/documents/MxToolBox_W9.pdf


How do I get a sales tax exemption applied to my account?

To request a sales tax exemption, please open a Support Ticket by clicking the blue "Submit a Ticket" button. When submitting the ticket, be sure to select "Billing Inquiry" as the type. Once we have received your request, we will give you an email address of where to send your Sales Tax Exemption form.


How do I change my billing cycle from Monthly to Annual, or vice versa?

If you would like to change your billing cycle from monthly to annual, please open a Support Ticket by clicking the blue "Submit a Ticket" button at the top right of this page. When submitting the ticket, be sure to select "Billing Inquiry" as the type.


Why is there an "Adjustment for services added" during the last billing period?

Depending on the type of plan you have, in some cases, you might see a line item for "Adjustment for services added...". This is because we bill in advance for services for the upcoming billing period (e.g., month, quarter) and in arrears for services added during the previous period (e.g., month, quarter). This adjustment is the difference between what you paid the previous month/quarter and the services actually used.

This will only occur if you added new monitors to your account since your last billing period.


How do I change the billing email address for the account?

To change the billing email address associated with your MxToolbox account, simply follow the below steps:

  1. Log in to your account.
  2. Click “username@mxtoolbx.com” in top right corner for dropdown menu or use the following URL: https://mxtoolbox.com/user/billing.aspx.
  3. Click “Billing” option directly below username.
  4. Click “Edit” button to right of Billing Email field.
  5. Enter the new email address you want to receive future billing information emails.
  6. Click “Save” to confirm update to billing email address.
  7. Your billing contact email is now ‘username@address.com’ message will appear.

Your changes have now been saved and billing notices will be sent to the new address.


How do I access API documentation?

The MxToolbox API is a RESTful Web Service allowing MxToolbox customers to query the status of their monitors and run lookups (e.g., blocklist, smtp, mx, etc.). Generally, programmers use this API to integrate MxToolbox into their products. For example, customers have created a dashboard on their site which shows the real-time status of their monitors.

To view the API documentation associated with your MxToolbox account, simply follow the below steps:

  1. Log in to your account.
  2. Click “username@mxtoolbx.com” in top right corner for dropdown menu.
  3. Click “Settings” option directly below username.
  4. Click “API” tab in main header section (seventh tab available).
  5. Use the available API methods listed (e.g., Lookup, Monitor, Monitor Tags, Usage) as needed.

If you have any questions about API, please contact the MxToolbox Support Team.


How do I get my IP/domain removed from a blocklist?

Blocklists affect your email reputation and can impair the delivery of your messages. While there are many additional factors in email delivery, knowing if your IPs/domains are blocklisted is a critical aspect of email delivery.

Blocklists are private entities that can add or remove IPs/domains as they see fit. It can often be frustrating when trying to request removal, especially when the lists simply do not respond. Be aware that when requesting removal, you need to follow all of the instructions on the specific blocklist’s site and that you explain what actions you have taken to ensure your system is safe and secure. We recommend that you address the following aspects of your request for removal:

  1. Ensure you have included all of the information requested. If there is a form to fill out, make sure the information is thorough and accurate. If an email or general input box is used, be sure to read through any text on the page. Often, lists will request something specific and if it is not included, your request will be ignored.
  2. You must explain the actions you have taken to check your system. This should include actions such as virus scans, reviewing email logs, and using the Mxtoolbox SMTP Tool to check for an open relay. The more information you include about what you did to resolve the problem or check to ensure that your system is not compromised, the more likely your request will be successful.
  3. Be nice. MxToolbox has worked with many of these lists, as well as users who have tried various tactics with the people running them, and we have found that rude, aggressive, or threatening messages never work. You are either messaging an automated system that will not care or, in some cases, a person who will likely disregard your request due to hostile language.
  4. Be proactive about improving your email reputation and message delivery. If you repeat the same habits that caused your domain to be blocklisted, you run the risk of being listed again. Implementing DMARC is a major step toward blocklist avoidance. MxToolbox's Delivery Center also helps you maintain a healthy domain, so check to see how it can improve your business email.

Although MxToolbox does NOT blocklist IPs/domains, we report on blocklistings. For tips on being delisted from specific blocklists, click here: Blocklist Knowledge Base.

Our subscribers have direct access to the MxToolbox Support team for any delisting concerns. And our convenient blocklist alerts provide links to the necessary removal steps. We have many years of experience with blocklists and are eager to help you.


Why is no DMARC data available in my Delivery Center?

There could be a brief delay after DMARC setup is complete, so your email data might not be instantly available. The most common reasons why no data is populating the dashboard once you properly set up an MxToolbox DMARC Record include:

  1. Incorrect Emailing Domain: This is fairly common. You added a domain and DMARC record, but you are sending from a different domain. | Solution: Confirm the domain that you are sending emails from. This is more common when you add a subdomain but send mail from the primary domain and vice versa.
  2. DNS Propagation: This is not very common, but it does happen sometimes. | Solution: Wait 24 to 72 hours after confirming that the proper record was added and not changed.
  3. After set up, you removed your DMARC record: Again, this is not very common, but it does occur. | Solution: Confirm that the proper DMARC record that MxToolbox requires is configured in the domain's DNS.
  4. You are sending to recipient systems that do not report DMARC data. | Solution: There is no resolution for this, only an explanation. (i.e., If you believe you are only sending to Office 365 users, be aware that although Microsoft filters and delivers emails based on DMARC, they do not send the aggregate data for DMARC back to senders.

In the meantime, be sure to set up other important aspects of your Delivery Center subscription, including Configuration, Protection, and Inbox Data.


Where can I find more information about an alert or error?

You can see details about different warnings and errors from our tools on the DNS Problem Details page.


I have an error for Primary Name Server Not Listed at Parent. What does that mean?

We recommend that you contact your Domain's Registrar to update the name servers on record to include the server that is not listed at the Root Servers.

------------------------------------

About DNS Primary Server Listed at Parent

Your Primary Name Server was not on the list of name servers given to us by the root.

If your name server is not listed at the root, it could cause impaired/incorrect lookups for your domain.

Additional Information

The Primary Name Server is the name server declared in your SOA file and is usually the name server that reads your records from zone files and is responsible for distributing that data to your secondary name servers. This problem is present when this primary name server is not included in the parent referrals and is almost always accompanied by a Local Parent Mismatch problem.

RFC 1035:

Here a primary name server acquires information about one or more zones by reading master files from its local file system, and answers queries about those zones that arrive from foreign resolvers. [RFC 1035]

DNS Propagation Check

If your Primary Name Server is not listed at your Parent or is not responding, then our DNS Propagation test tool will not operate properly. You will most likely also be experiencing other real-world problems with DNS queries for your domain. Users with Basic or Pro accounts can contact our Support Team for assistance with understanding any DNS warnings or errors with specific information about your domain. If you are still a free user, upgrading your account will give you access to support, as well as many other benefits.

Have a great day!


What does "DNS Change Alerts Due to TTL Changes" mean?

If you receive a DNS change alert from MxToolbox because of TTL changes, no need to panic. These incidents are typically caused by issues at your DNS hosting provider.

DNS TTL (time to live) is a setting that tells your DNS resolver how long to cache a query before requesting a new query. The gathered information is then stored in the cache of the recursive or local resolver for the TTL before it collects new, updated details.

For example, if your DNS TTL is set to 3,600 seconds (60 minutes), the DNS resolver will have to regather the details of a website (mxtoolbox.com) every hour. If 100 users visit our site during that time, they will all see the same visual until the resolvers update their TTL.

The TTL acts as a stopwatch for how long to keep a DNS record because it represents the time each step takes for DNS to cache a record. Recorded in seconds, using the best TTL time for your situation is key to your site's overall responsiveness.

MxToolbox often sees warning signs of issues and outages at DNS providers. Nearly every case is a problem with the specific DNS provider. For example, this outage occurred on May 5th, 2021, and affected customers' domain DNS servers: DNS outage.

To check the propagation of DNS records across your servers and see the selected TTLs, use our DNS Propagation Tool.


Why am I receiving down alerts for Mailflow?

If you are receiving alerts for your Mailflow monitor and you are still able to send and receive email, chances are we did not receive a test message back to our system.

Click on the monitor and let it populate in the right window of the page. Under the graph you will see Outages | History | Pings | Edit > Click on Pings.

There are two (2) different results under the Pings table.

  1. A message with a Green Check is a successful message returned to us. You can click on the details link and it will provide you the full headers and more information about the test message.
  2. A message with a Red X on it is a failed message. If you click on Error, this will show you the test message's subject.

If the message is failing:

  • Use the message subject to check that it is not being filtering by an inbound appliance or spam software.
  • Use the message subject to check your outbound SMTP logs to see if the message is leaving your gateway.


What does "Warning - Masked External Banner (Reverse DNS Failing)" mean?
When using the SMTP Diag tool, you see the banner you are displaying publicly is masked by asterisks:

Trying 1.2.3.4...
Connected to smtp.example.com.
220 *********************************************

The reverse check takes the banner and the PTR record for the IP address and sees if the domain is listed. Since all we get publicly is the asterisks, the comparison fails and you get the warning.

Many administrators choose to mask their banner in hopes that by not giving an attacker a domain name, they might avoid something like a directory harvest attack. If you are using a single IP address for inbound and outbound, then you need your domain in your PTR records for your outbound, so it should also be in your banner. However, this is personal preference, and nobody should deny sending or receiving mail from your server just because your banner does not contain your domain.

What does "Reverse DNS does not match your SMTP Banner" mean?

The reverse IP address name (PTR) is not contained in the server HELO or EHLO banner. In the example below, the string "someotherdomain.com" is not found anywhere in the server banner, which is reporting "example.com". This is only a warning, and in some cases you might not have control over it.

Example of incorrectly matching pair:

220 mx.example.com StrongMail SMTP Service at Wed, 09 Sep 2009 17:00:01 -0700

Not an Open Relay.
0 seconds – Good on Connection time
0.156 seconds – Good on Transaction time
OK – 1.2.3.4 resolves to mail.someotherdomain.com

Best practice would have 1.2.3.4 resolve to mx.example.com

Some mail servers look for this and use it to mark messages you send as questionable. Most mail systems will not reject your messages outright, but this might affect your spam score, increasing the likelihood that your messages will be marked as spam. We recommend that you contact your ISP and ask them to set up a reverse record (PTR) that matches the hostname of your mail server.

What does "Reverse DNS FAILED! This is a problem" mean?

When a sending server makes a connection to the recipient server, the recipient server notes the sending IP address and performs a reverse lookup. This is done by sending a DNS query, which returns a Fully Qualified Domain Name (FQDN) registered for that IP address. If the sending SMTP address matches the domain, then it is much more likely that the message is legitimate and, therefore, will be passed on to the recipient. If the IP address does not match, it is much more likely that the sending address was spoofed and, therefore, much more likely that it is unwanted and could be considered spam.

A Fully Qualified Domain Name (FQDN) is associated to an IP with a valid PTR record. You want the domain name portion of the FQDN to match the domain of your email address (e.g., If your sending addresses follow the convention of name@mydomain.com, your PTR record should contain something like mailserver.mydomain.com). Only the organization that controls and owns the IP can set a PTR record. PTR record queries are sent to the owner of the IP address, which is the ISP, unlike other DNS queries which are sent to the DNS server of whoever owns the domain. For this reason, setting a PTR record on your own DNS servers is essentially useless since no one is asking your servers.

To make any changes to your rDNS, you will need to contact your ISP. Or, if you host your own DNS (rare), you will adjust it yourself. You will not be able to do this in your DNS control panel unless your ISP also hosts your DNS and gives you the functionality to add your own rDNS records.


How do I tell MxToolbox about feedback or feature suggestions I have regarding the free SuperTools?

We welcome suggestions that can make our SuperTools better. You can submit your suggestions/feedback to us by filling out our feedback form here. We cannot always add your idea, but we love to get feedback! Thank you.


How do I set up DKIM for Office 365?

Microsoft has updated the process to set up DKIM for Office 365. Designed to prevent spoofing attacks, DKIM works in tandem with SPF to attain DMARC compliancy. DKIM lets a company add a digital signature to sent emails in the message header, which allows recipient providers to use the signature as a validation point to determine if incoming mail is legitimate.

To enable DKIM for your custom domain in Office 365, complete the steps outlined here: DKIM for Office 365.


How do I change the email address for the account?
The change email option is not functioning at this time. MxToolbox engineers are working to fix it. Until then, please click the "Submit a Ticket" button to request an email address change. Thank you for your patience.

To change the email address associated with your MxToolbox account, simply follow the below steps:

  1. Log in to your account.
  2. Click “username@mxtoolbx.com” in top right corner for dropdown menu.
  3. Click “Settings” option directly below username.
  4. Enter the new email address you want associated with your account.
  5. Click “Save Account Changes” to confirm update to email address.
  6. Your settings have been updated message will appear.

Note: Changing your email address requires you to re-log in to your account after completing the above steps.


Why do my headers fail DKIM when using the MxToolbox Header Analyzer?
There is a known problem with messages from Google GSuite/Gmail where the header gets altered when you copy the message, causing it to fail DKIM. Please use the guide below to get your message headers without the changes made by Google.

How to download the EML file from Google GSuite/Gmail:

1. Locate your message in the Google GSuite/Gmail inbox and click it.
2. Locate the three (3) vertical dots at the upper right.
3. Click the dots and choose “Show Original”.
4. Click the “Download Original” link.
5. Save the .eml file on your computer.
6. Open the .eml file with a text editor, such as Windows Notepad or TextEdit for Mac.
7. Copy all of the text in the file.
8. Paste the text into the Header Analyzer at https://mxtoolbox.com/EmailHeaders.aspx

Can I make bulk changes to my Monitors?
You can manage your monitors in bulk by creating commands to create or delete monitors. You can also organize your monitors by adding or removing tags.

Start by going to the Add Monitors area of monitoring.

Step 1. Click Bulk Add


Step 2. Select Advanced Mode


Step 3. Add your commands and then Click Execute Bulk Commands


Once you submit commands to be run, it may take up to one minute for them to start being processed. Processing may take one or two seconds for each command.

If you would like assistance with generating commands or managing your monitors, please feel free to open a support ticket.

Is there a limit for the API?
Each paid plan has a daily limit for both simple and complex lookups. Other than that quota, we do not have any hard rate limit within reason. If you experience errors you believe to be from rate limiting, we suggest you check your quota and slow down your API calls if needed.

If you are over your quota, you will receive an error message saying:
Over Daily API Limit

To check on your remaining quota, you can use our usage API documented at https://mxtoolbox.com/user/api

Can I delete data submitted to Email Header Analyzer tool?

Yes, when you are using the Email Header Analyzer tool at the bottom of the page is a link to "Permanently forget this email header".

Clicking this will delete that message from our system. If you have lost the link to your header, we cannot retrieve it. All headers are automatically deleted after 40 days.


How can I change my email address?

If you would like to change your email address you must actually invite a new user to your account because your users are tied directly to email addresses.

However, this is very easy to do! Note: If your account is configured as a "View Only" account, you will need to ask a user listed as "Editor" or "Owner" to create the invitation.

  1. Visit the User Management settings page.
  2. Next to the "Invite User" option type in the email address you would like to invite.
  3. Select the level of access you would like to give this new account. Users have read only access to the account while Editors can make changes.
  4. Click "Add User" to send the invitation
  5. Once you accept the invitation and set your password on the new account, you can click "Remove" on the old account to clean it up.

Note:If you are an owner you will need to contact support to transfer ownership to your new account.


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