DNS Tools Support
Something did not work as expected? Tell us what happened. If you came from a result page, we can attach the technical reference of that scan so you do not have to copy it.
Describe the problem
What support can help with
Support handles problems with the diagnostic tools, results that look wrong to you, reports or verification emails that did not arrive, questions about domain monitoring, and billing or refund questions when paid services are available.
Support is available in every period of the service, including the launch period when detailed remediation reports are included without charge.
Reporting a result you think is wrong
Every tool result and assessment has a Report an issue link. It opens this form with the technical reference of that scan, such as the tool and the scan identifier, so you do not have to copy it. The form shows exactly which details will be attached before you send anything.
The scanned domain is attached only if you tick the box that allows it. Pasted email headers, credentials, access tokens and full reports are never attached automatically.
What happens after you send a request
You receive a reference number on screen and by email, together with a private link for following the conversation. The reference alone does not reveal the conversation; the private link does, so keep that email.
Replies come to you by email and appear on the private page. Inbound email is not read, so please answer using the link in the message.
What support cannot do
Support cannot change DNS records, mail settings or web server configuration for you, and it cannot confirm that a mailbox exists or that a third party received a message. A diagnostic describes what was observed from this service at one moment; if the answer differs from what you see elsewhere, tell us both so the difference can be explained.
Privacy of support requests
Your name, email address and message are used to answer the request. Submitting a request does not subscribe you to marketing; marketing consent is a separate choice that is never pre-ticked. See the privacy policy for retention and your rights, or the contact page for general enquiries.
Before you write
Many questions are answered by looking at the result again: a lookup shows what a resolver returned at that moment, and changes to DNS can take time to be visible everywhere. A DNS lookup does not prove that mail will be delivered, and a missing record is different from a lookup that failed.
Reports and verification emails
Reports are delivered by email to the verified address. If a report or a verification message has not arrived, check the spam folder and the address you typed, then tell us the approximate time and the address used. Choose “Report Not Received” or “Email Verification Problem”.
Accounts, monitoring and billing questions
Questions about domain monitoring, an existing subscription or a payment can be sent here too. We will ask for anything we need to confirm that you control the address concerned.
What we will never ask for
We will never ask for your passwords, API keys, private keys or card numbers. Please do not send them.