MailRoom FAQs

How does monthly billing work?

If you send email campaigns frequently or have large subscriber lists, monthly billing is the most cost efficient (and hassle free) option. Our tiered pricing lets you know up-front what you'll pay, and we automatically upgrade or downgrade your plan so you never pay more than you need.

Subscriber volume determines the monthly rate

Your 'monthly rate' is determined by the number of active subscribers across all your lists at the time a bill is due. An "active subscriber" is someone who has all the boxes ticked for deliverability, so it excludes anyone who is unsubscribed, bounced, unconfirmed or deleted.

If your subscriber lists grow or the number of emails sent exceeds the plan’s sending limit, the monthly rate moves up a tier (and, of course, the opposite brings the monthly rate down).


Choose between 'limited' and 'unlimited' plans

At each pricing tier, you can choose between 2 monthly plans:

Limited send plans, have the lowest cost and Include a generous number of emails with a cap on how many you can send per month.

Unlimited plans, allow sending as many emails and campaigns as you like to any or all of your lists.

You can switch between the basic and unlimited plans at any time by contacting Spiral.


How does pay per campaign billing work?

Selecting to 'pay per campaign' makes sense if you have small lists, or don’t send regularly. It means there are no ongoing fees, and if you don’t send, you don’t pay


Do you offer a Guarantee?

YES - we have a 100% MONEY BACK GUARANTEE - NO QUESTIONS ASKED. If you are not satisfied with mailRoom in any way then don't pay us - its that simple! Return your invoice to us with the balance crossed out along with a brief note why you're not paying and we will credit your account.


What software do I need to run mailRoom?

NO SOFTWARE - you access your mailRoom via a standard web browser such as Microsoft Internet Explorer 6+ (for PC), Firefox (for Mac, PC, and Linux), or Safari (for Mac).


How long does it take to get an account set up?

With a credit card you can create your own account and try Mailroom for free. You will only be charged if you send an email campaign to more than 5 people.

If your prefer to pay on account one of our internet consultants will contact you to complete the process. Generally, your account will be up and running within a couple of business days - designing your email template could take longer. Please tell us of any deadlines you have so we can accommodate you.

What about support?

MailRoom has a great deal of helpful information built into the system and accessible through the "help" button once you are signed in to your account. You can contact us at Spiral on 04 586 2686 or


How does mailRoom integrate with my website?

1. You can put simple forms on your website to allow visitors to subscribe to your email lists.

2. You can automatically display all of your past email newsletters so that website visitors can see them. This display is handled automatically.

3. If you have our content management software you can add email newsletters individually

Contact us for more information on this topic.


Can my newsletter look like my website?

Yes. Our design team can make you an email template that will ensure design continuity with your website.


Is my data secure and backed up?

The security of your data such as subscriber lists, credit card details and campaign content is incredibly important to us. We have put in place both hardware and software protection to ensure that nobody else has access to your account and the information it contains.

Physical Security
In our data centre, we have several layers of protection around our servers.
* Level 1: A proximity card and PIN is required just to enter the building
* Level 2: Proximity card access and fingerprint scan is required to enter the data center
* Level 3: Locked cages and cabinets secure all the hardware
* Level 4: Video surveillance cameras are monitored constantly
* Level 5: Vibration detection devices detect any motion

Software Security
Again, we have implemented precautions in several layers. All sensitive data is stored on servers behind a constantly maintained firewall. There is security built into the operating system preventing outside access, and all major security patches are tested and applied within 2 weeks of release. Beyond that, the databases themselves are secured by additional access restrictions, and more sensitive data is also encrypted within the database as an extra precaution.

Backup facilities
Your data is constantly mirrored to a redundant backup server, meaning in the event of any significant failure we can instantly switch to this live backup without any data loss. All our hardware is also fully redundant so even if a disk suddenly dies, nothing will go down and no data will be lost. Further to these measures, all your data is backed up to an off-site location every night so that in the event of a system-wide disaster, we can perform a full backup recovery.

Rest assured, we go to great lengths to keep your data safe and secure.

When do I start paying?

When you sign up online there are no setup fees. You are provided with the free email templates to send small campaigns - if you try sending a campaign to more than 5 people we will ask for and charge your credit card. 

If you need an email template that will match your branding one of our designers can create a custome template for you. The cost of a starter template, account setup and initial loading of your database is $745 plus gst. If you need a more complex template or multiple templates then we can do a quote for you for these extras.


How many bounced email addresses are normal?

Even double opt-in lists experience high bounce levels the first time they are used. The first mailing to an opt-in list typically experiences a 20% bounce back rate, so don't be alarmed if yours is in that range.If you have a significantly higher bounce rate, we recommend you re-consider your list source.


How do I import email addresses from Outlook, Outlook Express, ACT!, Goldmine, Mac Address Book?

Providing all subscribers comply with our permission policy, you can import your subscribers into a list in either CSV (Comma Separated Values) format, or as a tab delimited text file.

To import your contacts from Outlook (.csv file), follow these simple steps

  1. From the Outlook main menu, select File > Import and Export. This will take you to Outlook's "Import and Export" Wizard.
  2. Select Export to a file and then click Next.
  3. Select Comma Separated Values (Windows) and then click Next.
  4. Choose to export from the Contacts folder and then click Next.
  5. Type a file name (ex: "mycontactlist") and click Browse to locate the directory where you want to place the exported file. Then click OK to close the "Browse" dialog box.
  6. Click Next, and then Finish. The new CSV file should now be in the location that you indicated.

Your file is now ready to import

Note: If you have your email addresses in an Outlook Personal Address Book, first convert your email Personal Address Book to a Contacts folder. See your Outlook online help for more information.

Outlook Express
To import your contacts from Outlook Express (.csv file), follow these simple steps:

  1. From the Outlook Express main menu, select File > Export > Address Book. This will take you to the Address Book Export Wizard.
  2. Select Text File (Comma Separated Values) and then click Export.
  3. Click Browse to locate the directory where you want to place the exported file. For file name, type in a file name of your choice and add CSV at the end (ex: mycontactlist.csv). The Save as type: pull-down menu should display Comma Separated Values (*.csv). Then click Save and Next.
  4. In the Select the fields you wish to export section, you can select whichever fields you want to import into your account. You will have the option to rename these column headings later. Click Finish. The new CSV file should now be in the location that you indicated.

Your file is now ready to import

To import your contacts from ACT! (.csv file), please follow these simple steps:

  1. From the File menu in ACT!, select Data Exchange > Export. This will take you to the Export Wizard.
  2. From the File type drop-down list, select Text-Delimited (default choice). Click on the "..." next to the Filename and location box.
  3. At the top, in the Save in pull-down menu, select the directory where you want to place the exported file. For file name, type in a file name and add CSV at the end (ex: mycontactlist.csv). The Save as type pull-down menu should display Text - Delimited (*.csv). Then click Next.
  4. Select Contact records only. Click the Options button on the right side of the window to view Export Options. Set the field separator to comma. Click the box to select Yes, export field names. Then click OK.
  5. Click Next in the Export Wizard.
  6. Click All records and click Next.
  7. Remove all fields that you do not wish to export into your account.
  8. Click Finish. The new text file should be now be in the location that you indicated.

Your .csv file is now ready to import.

Note: If you have difficulty exporting the data from ACT!, contact ACT! support for assistance.

In GoldMine, do the following:

  1. Go to Tools > Import/Export Wizard > Export Records.
  2. Select "Export to a new file" and "ASCII file type".
  3. Click Next.
  4. Select a filter or all the records that you want to export.
  5. Highlight the specific fields you also want to export and click "Add field".
  6. Define where you want to save the file.

Next, prepare the file and import into your account.

  1. Open the saved file in Excel.
  2. Go to File > Save as and save as a .csv file.

Note: If you have difficulty exporting the data from GoldMine, contact GoldMine support for assistance.

Mac Address Book
To import your contacts from the Mac Address Book, you first need to create a vCard file by following these simple steps:

  1. Open the Address Book and click on the group of contacts you want to export.
  2. Click File > Export Group vCard, give the file a name and export it.

Next, you'll need to convert the vCard file into .CSV format and import it into your account...

  1. Go to
  2. Complete the form by browsing to your vCard file, changing the format to CSV and the delimiter to Comma. Make sure vCards with email only is checked.
  3. Save the file to your computer, you now have a CSV file for all your contacts in that group with a valid email address.