FastmailReviews of fastmail.com

Response from Fastmail· Aug 19, 2026

Hi, Dave. Losing a domain can have devastating consequences, so the domain expiry reminders are sent at an increased frequency. Email stops working entirely, and once it lapses, someone else can register it. So, we would rather err on the side of sending too many reminders than have any of our customers lose a domain they meant to keep. That said, we recognize that, like you, not everyone wants to renew their domain with us, so we're happy to help you stop receiving these messages. Reviewing your support ticket with us, it looks like we need an update from you before we can proceed. If you’d still like assistance, we’re happy to help however we can—please just reply to your existing support ticket and we’ll gladly make sure everything is sorted for you.

Response from Fastmail· Aug 19, 2026

Hi there! We've requested more information from you so we can review what happened here. We don’t see any support tickets from you regarding this. If you haven’t submitted a support ticket, please reach out to us at [email protected]—we’d love to help! We do regularly assist customers with payment issues, and we’re happy to do this for you as well. We agree that a grace period for billing is reasonable, and we happily provide that for all of our customers automatically. We also send several notices to make sure you always know what’s happening and what to expect: - We let you know when we’ve successfully processed a renewal payment. - If we need updated billing details for you because a charge didn’t go through, we let you know that services will be disabled over time rather. We do not immediately disable all service and destroy data. - If we need updated billing details for you because a renewal is coming up and we don’t have any billing details on file, we let you know a week ahead of time. If you instead got a message that your email would be canceled immediately, that might be a phishing message. If that's the case, you can report this to us by selecting Report Phishing from the More menu while viewing the message.

Response from Fastmail· Aug 19, 2026

Thank you so much, Markus, for your kind words and for being with us for over a decade! We're delighted to hear that you've been happy with the service over the years and that we have met your expectations. We truly appreciate your continued trust.

Response from Fastmail· Aug 19, 2026

Thank you so much for your kind words, Ben! We're really glad to hear you're enjoying Fastmail.

Response from Fastmail· Aug 19, 2026

Hi, Doug. We've reviewed the support ticket we have with you regarding this, and it looks like we walked you through our appeals process, and your concerns were ultimately evaluated by our leadership team including our CEO. We have also confirmed that we provided you with a full refund at that time. We understand you are disappointed with the outcome. When we identify accounts that do not adhere to our Terms of Service, including where we reasonably believe that we have observed activities consisting of pretending to be multiple natural persons or other fraud, we must take necessary action to prevent further misuse of our service. Allowing such activities to continue risks negatively impacting all of our customers.

Response from Fastmail· Aug 19, 2026

Hi, Jimmy. We encourage our customers to use our Masked Email feature, and using it won't get your account suspended. Accounts are locked when we detect activity like spam or fraud, so using Masked Email to carry that out will result in an account being locked. We've requested more information from you so we can confirm that this was addressed in alignment with our anti-fraud policies. Our support team personally handles appeals. With all appeals, we request more details from you, and review the case again. If you already went through the appeal process with us and your account remained locked, that means that after further review we concluded that activities within your account are harmful to the email ecosystem that we must safeguard for our customers. We can assure you that humans were involved every step of the way—it’s important to us that we treat everyone kindly, even when we we detect harmful activity.

Response from Fastmail· Aug 19, 2026

Hi, Heidi. You're right, and we're sorry this happened. A full day is too long to wait, especially on your busiest day of the year with an employee's email down. We aim to reply to urgent tickets within an hour, and we missed the mark here. The bug causing the issue for your employee has since been fixed. We appreciate you telling us where we fell short.

Response from Fastmail· May 20, 2026

Hi Tony, we're so grateful for your review—it means a lot to our team!