Getting help with MapleMail

How to reach us

Support hours

Monday to Friday, 9:00 a.m. to 5:00 p.m. Atlantic Time (Canada/Atlantic). Messages sent outside those hours are queued and picked up at the start of the next business day. Urgent mail-flow problems are monitored outside business hours.

Response times we commit to

What it is	First human reply
Urgent Mail is not being sent or received, or a mailbox is locked out.	Within 4 business hours
Everything else Setup help, DNS records, billing, feature questions, refunds.	Within 1 business day

These are commitments, not averages dressed up as commitments. If we miss one, say so in the thread and it goes to the top of the queue.

Who gets human support

• Paid accounts — a person handles your ticket. If your domain is not set up, we open the ticket for you and get in touch, rather than waiting for you to ask.
• Free accounts — support is automated: the guided setup email and the registrar guides. To reach a person, reply to any message from us and a ticket is opened. Domains left unconfigured are put on hold and removed from the platform, which keeps abandoned accounts from filling the system.
• Bug reports, on every plan — always reach a human, free accounts included. If something is broken, tell us and a person looks at it. We would rather hear about it than not.

The response times above are what a paid account can hold us to. Free accounts are welcome to write in and we do answer, but the commitment comes with a paid plan.

What to include when you write

• Your domain name (the part after the @).
• The exact address affected, if it is one mailbox and not all of them.
• What you expected to happen, and what happened instead.
• Any bounce-back message, pasted in full — the technical part at the bottom is the useful part.

Never send us a password. We do not need it, and we will never ask for one. You can reset a mailbox password yourself from Settings → Mailboxes.

Service in French

MapleMail is built in New Brunswick, Canada’s only officially bilingual province, and we answer support in English or in Canadian French — whichever you write to us in.

Available in French today:

• This website, in full — use the EN / FR switch in the header.
• The signup flow.
• The setup and mail-app connection guide.
• Written support, by email or through the feedback button.

Being straight with you: the webmail interface itself — the inbox you log into — is English-only today. French translation of the webmail is on the roadmap and is not shipped yet. Your mail, folders and contacts are of course unaffected by interface language, and French-language mail is handled normally throughout.

How long setup actually takes

Setting up MapleMail means publishing DNS records at your domain registrar. We generate every record for you — MX, SPF, DKIM and DMARC — and you paste them in. That step is the honest reason setup is not one click, so here is what it has actually cost our customers.

• Every customer domain to date went live the same day.
• Half were sending and receiving within the hour.
• Fastest: 4 minutes from signup to a verified, working domain.

The slowest cases are almost never us — they are DNS changes waiting to propagate, or a registrar login nobody can find. If you send us your registrar name we will walk you through that registrar’s exact screens, and if you would rather not touch DNS at all, say so and we will do it with you on a call.

Read the full setup guide →

Refunds and cancellation

No long-term contract. Upgrade, downgrade or cancel any time from your MapleWorkSuite dashboard. For a refund request, email [email protected].