This article answers the most commonly asked questions across account management, billing, platform access, and general usage. For platform-specific questions see the MigoSMTP or Telnxo FAQ articles.
Account & Registration
| Can I have multiple Rackwave accounts with the same email address? |
| No. Each email address can only be registered to one Rackwave account. If you need to manage multiple businesses, use team member roles to add colleagues to a single account, or register separate accounts with different email addresses. |
| Can one Rackwave account subscribe to both MigoSMTP and Telnxo? |
| Yes. A single Rackwave account can hold active subscriptions for MigoSMTP, Telnxo, and any other platform offered. Each subscription is managed and billed independently but accessed from the same portal login. |
| How do I change my registered email address? |
| Go to My Account → Profile Settings → update the Email field → save. A verification email is sent to the new address. Your old address remains active until you click the verification link in the new email. |
| What happens if I forget my password? |
| Click Forgot Password? on the login page, enter your registered email address, and follow the reset link sent to your inbox. Reset links are valid for 60 minutes. See: How to change your password. |
| I am not receiving any emails from Rackwave (invoices, notifications, etc.). What should I do? |
| Check your spam or junk folder first and whitelist the Rackwave sender domain. Ensure your registered email address is correct in Profile Settings. If using a corporate email, ask your IT team to whitelist Rackwave's sending domain at the mail gateway level. |
Billing & Invoices
| What payment methods does Rackwave accept? |
| Credit/debit cards (Visa, Mastercard, RuPay, Amex), UPI, Net Banking, NEFT/RTGS bank transfer, and international wire transfer. Cryptocurrency is not accepted. |
| Are there any setup fees or hidden charges? |
| No. You pay only the stated plan price plus applicable GST (18% for Indian businesses). There are no setup fees, activation fees, or hidden charges. The trial is completely free with no card required. |
| Can I get a GST invoice? |
| Yes. Add your 15-digit GSTIN to your profile in My Account → Profile Settings before your next invoice is generated. All future invoices will include your GSTIN and be GST-compliant for ITC claims. See: GST Invoice — How It Works for Indian Businesses. |
| Can I get a refund if I cancel my plan? |
| Mid-cycle cancellations are generally not eligible for a refund for the unused days. New customers cancelling within 7 days of their first paid activation may be eligible for a prorated refund. Duplicate charges are always refunded. See: Requesting a Refund. |
| My invoice shows IGST but I expected CGST + SGST. Why? |
| IGST (18%) applies when you and Rackwave are in different states. CGST (9%) + SGST (9%) applies for same-state transactions. The tax type is determined by the billing state you entered in your profile. If incorrect, update your billing state and contact support to amend the next invoice. |
Platform Access & SSO
| Do I need separate credentials for MigoSMTP and Telnxo? |
| No. You log in to the Rackwave portal once using your Rackwave credentials. From there, clicking Access Platform logs you into MigoSMTP or Telnxo automatically via Single Sign-On (SSO). No separate username or password is required for the platform dashboards. |
| The SSO link opens a platform login page instead of logging me in automatically. What is wrong? |
| This typically means the SSO token expired (valid for ~5 minutes) or your browser blocked the pop-up / new tab. Click Access Platform again to generate a fresh token, and ensure pop-ups are allowed for the Rackwave portal domain. |
| My platform subscription shows as Active but I cannot access the dashboard. Why? |
| Try logging out of the Rackwave portal and logging back in, then click Access Platform again. If the issue persists, open a support ticket with your account email and subscription ID (visible on the Services page). |
Trials & Plans
| How long is the free trial? |
| 14 calendar days from activation for each platform. MigoSMTP and Telnxo trials are independent — activating one does not start the other. |
| Does upgrading from trial immediately give me the full quota? |
| Yes. The moment payment is confirmed, your full plan quota (e.g. 30,000 emails/month) and all plan limits (domains, SMTP accounts) are immediately available. No waiting period. |
| Will I lose my settings when upgrading from trial to paid? |
| No. All domains, SMTP accounts, templates, API keys, suppression lists, and delivery logs created during the trial carry forward automatically to your paid plan. |
| Can I switch from monthly to yearly billing? |
| Yes, at any time. When switching mid-cycle, the remaining days on your monthly plan are credited toward the annual invoice. Yearly billing provides a discount of up to 20% over the equivalent monthly rate. |
Security & Privacy
| Does Rackwave read the content of my emails or SMS messages? |
| No. Message content is not routinely reviewed. Automated spam detection systems may analyse sending patterns and metadata, but individual message content is not read by Rackwave staff. |
| Is my payment card information stored by Rackwave? |
| No. Card details are handled exclusively by PCI-DSS Level 1 certified payment processors. Rackwave stores only a tokenised reference — not the actual card number, expiry, or CVV. |
| Can I request a GDPR Data Processing Agreement (DPA)? |
| Yes. Open a support ticket with the subject DPA Request. Rackwave's standard DPA is GDPR Article 28 compliant and is typically executed within 3–5 business days. See: Data Processing Agreement (DPA). |
Next Steps