This page explains how to check mxHERO's service status, how to contact mxHERO support, and what to include so support can find your messages quickly.
Check service status first
Open status.mxhero.com to see whether there is an ongoing incident. The bottom of the dashboard sidebar also shows the current status (for example "All Systems Operational"); click it to open the status page.
If many users are affected at once, also check the status page of your mail platform (Microsoft 365 or Google Workspace) and your cloud storage provider.
Contact support
-
Email:
support@mxhero.com. Sending an email opens a ticket with the mxHERO support desk. - Web: the contact form at www.mxhero.com/contact.
- Partners and distributors: if you bought mxHERO through an authorized distributor, you can also contact them.
What to include
Support can investigate much faster with these details:
| Item | Where to find it |
|---|---|
| Organization ID | Settings › Organization and domains › Organization tab |
| Message-ID of an affected message | In the message headers, or in the message detail in Reports › Email Flow Logs |
| Date and time the message was sent, with time zone | The message, or Email Flow Logs |
| Sender and recipient addresses | The message, or Email Flow Logs |
| Link to the Email Flow Logs entry | Open the message in Reports › Email Flow Logs and copy the page URL. The URL keeps the search, so support can open the same view. |
| Rule name of the rule you expected to run | Rules › Rules List |
| Error or notification code, if any | The event in Email Flow Logs, or Reports › Notifications |
| What you expected and what happened | Your description |
For S/MIME validation questions, attach the original message as a .eml file. Do not forward it inline, because forwarding changes the message and breaks the signature.
Warning: Never send passwords, Gateway Secrets, SMTP-Auth passwords, API keys or the contents of private certificates to support. Support does not need them.
Requests that go through support
Some changes can only be made by mxHERO:
- Changing the storage region of mxHERO Shares after setup (for example from US to Japan). Include the organization IDs to move.
- Enabling OCR variables for your organization.
- Provisioning Mail2Cloud Advanced, linking users to scopes, setting a retention period for your AI index, or deleting indexed email.
Comments
0 comments
Please sign in to leave a comment.