SMTP2GO: most-reported complaints
Automated analysis of 277 public Trustpilot reviews published 2017-02-13 to 2026-09-15. TrustScore 4.8 from 1,889 total reviews — see the Trustpilot page. Quick answer: is SMTP2GO legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report unhelpful support, with 21 out of 48 identified complaints citing this issue. Account and app problems are the second most frequent concern, mentioned in 20 complaints. Additionally, six reviewers each reported poor core service, which shows a rising trend, and support that is unreachable.
How to reach SMTP2GO
These are the contact details SMTP2GO publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone 1 855 269 5305, email [email protected], address 1710 Keller Parkway #2093, Keller, 76248, US.
The company claimed its Trustpilot profile on 2017-05-28, uses Trustpilot’s paid features, and last replied to a negative review on 2026-09-07. Trustpilot ranks it 5 of 20 in Email Service Provider. We last checked this profile on 2026-09-24 and found 5 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
TrustScore over time
4.8 → 4.8 across 11 census measurements since 2026-08-17. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-20 (80%, 3.5d) · 2026-08-27 (80%, 3.5d) · 2026-08-30 (80%, 3.5d) · 2026-09-02 (78%, 3.9d) · 2026-09-08 (80%, 3.9d) · 2026-09-12 (80%, 3.9d) · 2026-09-15 (80%, 3.9d) · 2026-09-18 (73%, 3.9d) · 2026-09-21 (73%, 3.9d) · 2026-09-24 (73%, 3.9d).
Severity: 31% of this company’s 48 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 0.8 days between the experience and publishing their negative review (32 reviews record both dates).
What their policy promises
support availability: award-winning support team
“please contact our award-winning support team with specific examples and we will investigate for you.”
complaint process: automatic block on recipient
“SMTP2GO is notified and a block will be placed on the recipient’s email address in your account”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-17.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-21.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 41 negative reviews that received a public reply, the median wait was 2.5 days — the company profile reports an average of 4 days. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 41 company replies to negative reviews analysed, 15% engaged with the specific problem and 20% were generic templates.
Review provenance: 217 company-invited reviews in the recent window average 4.93★, while 23 organic (uninvited) reviews average 3.83★.
68% of its 225 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: support unhelpful makes up 44% of this company’s complaints vs a 27% median across 320 ranked companies in its sector.
Review velocity: 247 of this company’s 1,889 Trustpilot reviews (13%) were written in the last 12 months.
What are the most common complaints about SMTP2GO?
Support unhelpful
21 reports · 44% of complaintssteady“technical assistants you can say are dumb”
The company replied on 2021-09-19: “Hi Yohan! We're keen to answer all your concerns. With the limited information TrustPilot allows us to see, we can only find one account with your name on it, and that was opened less than a day ago…”
Our classifier read this reply as a deflection.
5 readers marked this review helpful on Trustpilot.
“They reply are pre-formed, they don't even read what you write.”
The company replied on 2024-02-28: “We appreciate all feedback. In this instance we have not been able to ascertain the account associated with this review. However, it is worth noting that we reject accounts that do not meet our…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“their staff is very rude, their service is very bad”
The company replied on 2021-06-20: “Hi Mehmet, We understand your frustration, however, we must close accounts that cannot meet the requirements of our Terms of Service. In order to maintain our excellent sender reputation, we…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
Account/app problems
20 reports · 42% of complaintssteady“find my account suspend and my money lost and call support close chat with me”
2 readers marked this review helpful on Trustpilot.
“they suspended my account. I understand that an ESP must protect their reputation”
The company replied on 2021-08-31: “Thanks for your feedback. Unfortunately, we have no customers with this name and TrustPilot is unable to verify identity so this appears to be an unauthorized review. However, to respond to the main…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“They refused to service the account (xiaomi-ru.com domain) without explaining the reason.”
The company replied on 2020-11-30: “We take our IP reputation seriously and enforce our ToS. You can find the reasons here: http://www.smtp2go.com/terms We don't allow spamming or phishing. Certain industries are also prohibited by our…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
Poor core service
6 reports · 12% of complaintsrising since 2025-05“There was the downtime”
1 reader marked this review helpful on Trustpilot.
“they went down every day, when you check the status, they do not announce this many delays in deliveries and service down”
“Your service go down every day, im using api to send emails and getting handreds of timeout”
The company replied on 2025-06-12: “Thanks for your honesty! We have been working hard on making status updates faster and more clear. We can only improve going forward! Thanks for sticking with us, we really appreciate it.”
Our classifier read this reply as a template response.
Support unreachable
6 reports · 12% of complaintssteady“find my account suspend and my money lost and call support close chat with me”
2 readers marked this review helpful on Trustpilot.
“I sent an email to support and never heard back”
The company replied on 2026-05-20: “Hi Angie! We have been unable to locate any tickets from you in our system - are you able to retry contact and if possible, attach the ticket number so we can investigate what went wrong. We'd love…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“Emails are sporadic as to whether people get them or not”
The company replied on 2026-03-24: “Hello, Thanks for sharing your experience! We’re sorry to hear you’re having issues with email delivery, especially during busy periods. Our support team is here to help troubleshoot and find a…”
Our classifier read this reply as a template response.
Other
5 reports · 10% of complaintsfalling“STOP EMAILING ME ABOUT THE BOUNCE NOTIFICATIONS”
The company replied on 2020-10-08: “We've only recently emailed about bounced email that wasn't getting to the recipient. We care that your email is delivered successfully. I do hope you'll check the message we sent as it does provide…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“poor choice may be suitable for small senders or hobbies, not recommendend for commercial use”
The company replied on 2018-07-01: “Unfortunately this sender raised many red flags with our team, including choosing to send many emails from a domain name only 9 days old (it is never recommended to send emails from a brand new…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“SMTP2GO have essentially choked my ability to contact clients.”
The company replied on 2023-07-12: “Thanks for taking the time to write this, we always appreciate feedback. It's worth checking the Terms of Service to see what can and can't be done with email. The terms have been written to make…”
Our classifier read this reply as a deflection.
Refund refused
3 reports · 6% of complaintsrising since 2025-05“They reply are pre-formed, they don't even read what you write.”
The company replied on 2024-02-28: “We appreciate all feedback. In this instance we have not been able to ascertain the account associated with this review. However, it is worth noting that we reject accounts that do not meet our…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“they cancelled my account”
The company replied on 2025-10-02: “Thanks for taking the time to write a review. We do pride ourselves on providing a high quality service for all our customers. What is worth noting is that we generally don't suspend for single spam…”
Our classifier read this reply as a deflection.
“They Suspended our company account”
The company replied on 2026-09-07: “Thanks for your review and for updating it. It is important to add double opt-in lists must be collected on your site, and cannot be purchased or rented as per section 1.1 of the Terms of Service…”
Our classifier read this reply as a deflection.
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-18.