Frequently Asked Questions

Do you read our email?

No. We use zero-knowledge forwarding architecture. Email content is processed in memory only and never written to disk. We cannot and do not read your email content. Our system only sees metadata required for forwarding (sender, recipient, timestamp).

What data do you actually log?

We log only the minimum required for service operation:

• Sender email address (from)
• Recipient alias (to)
• Timestamp of forwarding
• Forwarding status (success/failure)
• Email size (bytes)

We never log: email subject, body content, attachments, or IP addresses. See our What We Log page for complete details.

Is my data encrypted?

Yes. All data in transit uses TLS 1.3 encryption. Email content is encrypted in memory during processing. Database records are encrypted at rest. Business plan includes optional edge PGP encryption for end-to-end security.

Do you comply with law enforcement requests?

We comply with valid legal process only. We require a subpoena, court order, or warrant issued by a court of competent jurisdiction. We do not respond to informal requests. When legally compelled, we can only provide the limited metadata we collect (see "What data do you log?" above). We cannot provide email content because we don't store it.

We maintain a Transparency Report documenting all legal requests received.

Where is my data stored?

All data is stored in the United States in SOC 2 Type II certified data centers. We do not transfer data internationally. Your data is subject to U.S. jurisdiction and privacy laws.

Are you GDPR compliant?

Yes. We are GDPR compliant and provide data portability, right to deletion, and right to access. EU users can request data export or account deletion at any time through our dashboard or by contacting privacy@ractermx.com.

Do you sell user data?

Never. We do not sell, rent, or share user data with third parties. Our business model is subscription-based. Your privacy is our product.

How does email forwarding work?

When someone sends email to your alias (e.g., alias@yourdomain.com), our servers receive it, verify it's for a valid alias, and immediately forward it to your real email address. The entire process takes milliseconds and email content never touches disk.

What are time-locked aliases?

Time-locked aliases automatically expire after a set time period or number of emails. Perfect for temporary signups, trials, or one-time use. Available on Professional and Business plans.

Can I send email from my aliases?

Yes, on Professional and Business plans. Configure your email client with our SMTP server and authenticate with your alias credentials. Replies will appear to come from your alias, maintaining privacy.

What happens if I exceed my plan limits?

If you exceed your daily forwarding limit, additional emails are queued and delivered the next day. You'll receive a notification to upgrade. We never permanently reject email due to limits.

Can I use my own domain?

Yes! You can use any domain you own. Simply update your DNS records (MX, SPF, DKIM) to point to our servers. We provide real-time DNS monitoring to ensure everything stays configured correctly.

What is catch-all forwarding?

Catch-all forwards any email sent to your domain (even non-existent aliases) to a specified address. Useful for ensuring you never miss email, but can increase spam. Available on all plans.

Can I cancel anytime?

Yes. Cancel anytime from your billing dashboard. You'll be downgraded to the free Community plan at the end of your billing period. No cancellation fees.

Do you offer refunds?

We offer a 30-day money-back guarantee for annual plans. Monthly subscriptions are non-refundable but can be cancelled anytime.

What payment methods do you accept?

We accept all major credit cards (Visa, Mastercard, Amex, Discover) through Stripe. We do not store your payment information.

Can I upgrade or downgrade my plan?

Yes. Changes take effect immediately. When upgrading, you're charged a prorated amount. When downgrading, you receive credit toward your next billing cycle.

What is your uptime guarantee?

Professional and Business plans include a 99% uptime SLA. We maintain redundant infrastructure and monitor services 24/7. Check our Status Page for real-time uptime.

Do you support SPF, DKIM, and DMARC?

Yes. We provide full SPF, DKIM, and DMARC support. Our DNS monitoring ensures your records stay properly configured for maximum deliverability.

Can I use webhooks?

Yes, on Professional and Business plans. Configure webhooks to receive real-time notifications when emails are forwarded, aliases expire, or other events occur.

Is there an API?

Yes. Our REST API allows you to programmatically manage domains, aliases, and settings. API access is available on all paid plans. Documentation at ractermx.com/docs/api.