Newest KB Articles in General Topics

SmarterTools Account Types Explained

Mon, 26 Jan 2026 23:51:08 GMT

Whenever someone purchases a SmarterTools license, they create an account on our website. Within that account, they can assign various other permissions for people within their organization. Below is a list of these account types and their permissions.

Account Holder

This is, generally, the name and email address of the person or organization purchasing the SmarterTools license. The email address can be a personal address (e.g., my.name@example.org) or a departmental address (e.g., purchasing@example.org.) This login has complete control of the account and its details, can view licensing information, can submit support tickets, and more.

In addition, they can set their communications preferences:

They can receive all emails SmarterTools sends. (Invoices, marketing emails, maintenance emails, etc.)
They can choose to receive critical emails and account updates only. These are emails sent by SmarterTools that are marked as "Critical" in our internal mailing list system.
They can unsubscribe from all emails.

They can then select the type of Partnership emails that are sent, if they are an active SmarterTools partner:

When an invoice is created.
When a summary invoice is created. (Where applicable.)
When a lease is assigned. (Where applicable.)

Authorized Logins

Authorized logins can also log in to the SmarterTools account using their own information. These users can be granted access to specific areas of the account, but do not have access to the account as a whole. Primarily:

They can activate licenses.
View and pay invoices.
Perform reseller functions. (Where applicable.)
Perform lease provider functions. (Where applicable.)

From an communications perspective, then, the can receive the following email alerts:

When an invoice is created.
When a summary invoice is created. (Where applicable.)
When a lease is assigned. (Where applicable.)

Regarding emails from our internal mailing list system, Authorized Logins will receive all emails marked as "Critical" as well as all marketing (non-critical) emails. This is in addition to the email alerts selected, above.

Primary Contacts

Primary contacts can not log in to the account. However, they can receive certain types of communication from SmarterTools. This includes the ability to receive:

Standard invoices.
Summary invoices.
Important notices.

Regarding emails from our internal mailing list system, Primary Contacts will receive only those emails marked as "Critical" unless they opt out of "Important Notices". This means they do not get "marketing" emails.

Create an Authorized Login

Mon, 28 Apr 2025 22:11:30 GMT

How do I provide customer account access to multiple people in my company?
SmarterTools allows the primary account holder to create additional logins because there might be instances in which multiple people need to log in to the same customer account to pay invoices, order new products or renew a license, or manage licensing information. Authorized Logins allow a primary account holder to add others to their account, and then assign "permissions" or "roles" to those additional users. For more information, see SmarterTools Account Types Explained.

Follow these steps to create a new Authorized Login:

Visit the SmarterTools website and click on the account icon.
From the dropdown, select My Profile.
In the Authorized Logins section, click Add.
Complete the following required fields: Email Address, Full Name, New Password and Confirm Password. Note: Authorized Logins will have to contact the primary account owner if their password is forgotten or needs to be reset. SmarterTools cannot reset an Authorized Login password.You can also select the the access available for the login:
- Activate Licenses
- Make Purchases
- View and Pay Invoices
As well as the types of emails the contact receives.
Once all of the information is added, click the Save button.

Can I specify multiple Primary Contacts for my customer account?
Yes, SmarterTools allows the primary account holder to create additional contacts for your customer account to ensure invoices and important notices are sent to the appropriate people within your organization. For more information, see SmarterTools Account Types Explained. Follow these steps to create additional contacts for your customer account:

Visit the SmarterTools website and click on the account avatar in the upper right.
From the dropdown, select My Profile.
In the Primary Contacts section, click the Add button.
Complete the following required fields: First Name, Last Name, Email Address and Country.
Select the type(s) of email notifications the contact should receive:
- Standard Invoices
- Summary Invoices
- Important Notices
Once all information is added, click the Save button.

SmarterTools RSAA Policy

Wed, 07 Jul 2021 16:55:00 GMT

Customers have often asked why we ask for an Remote Service Access Agreement (RSAA) on a per-ticket basis versus on a per-account basis. There are a number of reasons why we have this policy:

Customers with multiple servers can have different login access to those servers: different usernames, different passwords, etc. Apart from the difficulty with managing this within our management systems, these logins and passwords can change, requiring constant management and oversight by both the customer and SmarterTools.
Servers can have different purposes, different software installed (all SmarterTools products can run alongside other software without issue), different responsibilities and, therefore, different access levels. Again, this is problematic for both the customer and for SmarterTools as it requires constant oversight.
Different departments -- both at the customer level and at the SmarterTools level -- may have, or may require, access to the servers. Managing group policy, and group access, to a server is a balancing act as it is, and there's no reason to add another group that requires management.

All of these make requiring one RSAA per ticket, versus having blanket RSAAs, the most logical solution.

In addition, there are other benefits such as removing access once a ticket is closed. Having "always on" access to a server, regardless of whether it's with an IT company or a software provider, is never a good idea from a security standpoint as it is just another point of potential failure should the server be targeted. Therefore, using temporary accounts that are removed once a ticket is closed is a much safer and more secure way of managing your infrstructure and providing access to a service provider.

Plesk, ModSecurity and SmarterTools

Thu, 03 Dec 2020 18:13:36 GMT

When using a SmarterTools product in conjunction with Plesk, occasionally users may have issues getting the SmarterTools product to work properly. While SmarterMail, SmarterTrack, and SmarterStats generally work quite well with Plesk, there are times when errors can occur.

In general, we've found that these issues are related to the use of ModSecurity within Plesk. Typically, ModSecurity isn't used on a Windows server. As such, it can cause issues when enabled for a SmarterTools product within Plesk.

When using SmarterMail, it is possible to "fix" ModSecurity via the command line. Plesk is aware of the issues around SmarterMail, Plesk, and ModSecurity, and they've told us that a fix is coming in an update at some point in the future. Until then, Plesk can provide a command to fix the issue until such time that the actual software fix is in place. Below is the command they gave us, but we can't guarantee it will resolve all issues, so contacting Plesk is the better course of action:

plesk sbin defpackagemng --update --type=waf.modsecurity --package=modsecurity --fix

For SmarterStats, system administrators need to modify the SmarterStats web.config file to actually disable ModSecurity. Unfortunately, we have no word on whether Plesk has a plan to resolve this issue. In addition, modifying the web.config is a temporary solution as, upon upgrading SmarterStats, the web.config is overwritten. Therefore, the following change needs to be put in place after each upgrade of SmarterStats. The following change is added under <system.webServer>:

<ModSecurity enabled="false" />

As mentioned, this change would need to occur after each SmarterStats upgrade as the web.config file is overwritten each time.

If this doesn't help with the issue that you're having with Plesk one other thing that you can try is to turn off Web Application Firewall Mode. This is located in Plesk > tools & settings > "Web application firewall mode".

TLS 1.0/1.1 Deprecation Information

Wed, 28 Aug 2019 21:21:37 GMT

As of November 1, 2019, SmarterTools will no longer accept connections to our infrastructure that use older Transport Layer Security (TLS) versions. Moving forward, all browsers and systems will need to use TLS 1.2 or higher.

The deprecation of TLS 1.0/1.1 is not unique to SmarterTools. Technology companies like Microsoft, Google and Apple, as well as financial and governmental institutions have either already removed support for these encryption methods or have plans to deprecate support for them in the next year.

Because we were aware that this as early as 2015, we implemented TLS 1.2 compatibility in SmarterMail 14.2, SmarterTrack 11.5 and SmarterStats 11.0 while still offering support for other TLS versions. Therefore, if you’re running those versions, or any versions AFTER those, you will see no impact. If you’re running versions earlier than those, you will have problems connecting to our infrastructure as well as using various other servers and services across the internet.

That said, TLS encryption is almost always "opportunistic". This means that so as long as the sending client/system has newer versions of TLS available, even if TLS 1.0/1.1 are still enabled (though this is not recommended), they should be able to negotiate a functioning connection over TLS 1.2 and above. Therefore, the risk of missed email and connectivity issues should be relatively low in this type of set up.

As for the impact of the deprecation of TLS 1.0/1.1, the only real risk is communication failures if you don't update your browsers, operating systems and devices with the latest security and software updates. Likewise, older devices and software environments that can NOT be updated will also run into trouble trying to communicate with systems that have removed TLS 1.0/1.1 support. Below is a list of some of these operating systems, browsers and environments:

Windows Server version OLDER than 2008
Android 4.3 and earlier
Firefox version 5.0 and earlier
Internet Explorer 8 - 10 on Windows 7 and earlier
Internet Explorer 10 on Windows Phone 8
Safari 6.0.4/OS X 10.8.4 and earlier
Chrome 72 and earlier

This deprecation of encryption protocols, across various industries and by all technology companies, is just another example of why it’s critical for you to keep Maintenance and Support active and stay up-to-date on every piece of software you use. The internet is constantly changing. New threats and new vulnerabilities are found constantly. At SmarterTools, a good amount of our time is spent staying on top of these threats, improving our products and introducing new ways to keep you and your users protected.

Translation Files for Older Versions

Fri, 30 Nov 2018 16:55:48 GMT

Language translation files allow users to view the SmarterMail, SmarterTrack or SmarterStats interfaces in different languages. For recent versions, each product download automatically includes the available translation files. For older versions, administrators will need to download the translation files using the links below. (Some versions include a Dictionaries download which allows users to perform spell checks in various languages.) For more information, refer to the readme file within the download.

Please note that translations are provided by SmarterTools users, and SmarterTools makes no warranty on the accuracy of the translation. If mistakes are found, report them to sales@smartertools.com. If you're interested in providing a translation for a language that's not currently available, refer to Translating SmarterTools Products.

SmarterMail

SmarterMail 15 - Translations

SmarterMail 14 - Translations

SmarterMail 13 - Translations

SmarterMail 12 - Translations

SmarterMail 11 - Translations

SmarterMail 10 - Translations / Dictionaries

SmarterMail 9 - Translations / Dictionaries

SmarterMail 8 - Translations / Dictionaries

SmarterMail 7 - Translations / Dictionaries

SmarterMail 6 - Translations / Dictionaries

SmarterMail 5 - Translations / Dictionaries

SmarterMail 4 - Translations / Dictionaries

SmarterMail 3 - Translations / Dictionaries

SmarterMail 2 - Translations / Dictionaries

SmarterTrack

SmarterTrack 12 - Translations
SmarterTrack 11 - Translations
SmarterTrack 10 - Translations
SmarterTrack 9 - Translations
SmarterTrack 8 - Translations / Dictionaries
SmarterTrack 7 - Translations / Dictionaries
SmarterTrack 6 - Translations / Dictionaries
SmarterTrack 5 - Translations / Dictionaries
SmarterTrack 4 - Translations / Dictionaries
SmarterTrack 3 - Translations / Dictionaries

SmarterStats

SmarterStats 11 - Translations
SmarterStats 10 - Translations
SmarterStats 9 - Translations
SmarterStats 8 - Translations
SmarterStats 7 - Translations

SmarterStats 6 - Translations
SmarterStats 5 - Translations
SmarterStats 4 - Translations
SmarterStats 3 - Translations

Flex Billing for Microsoft Exchange ActiveSync

Fri, 10 Oct 2014 15:02:46 GMT

This article applies to recent versions of SmarterMail. View articles for SmarterMail 16.x and earlier.

Flex Billing for Microsoft Exchange ActiveSync is a way for large ISPs and web hosting companies to dynamically pay for Exchange ActiveSync (EAS) without needing to pre-purchase a license pack. With Flex Billing attached to your SmarterMail Enterprise license you can enable EAS on all SmarterMail servers in your datacenter efficiently and profitably. This makes it easy to give your customers the best and most efficient way to get native, mobile synchronization of their email, calendar and contacts - and even notes and tasks on those devices that support it - regardless of their platform.

With Flex Billing, implementation is easy. There's no need for manual accounting and reporting as this is handled through our licensing calls. API calls are also available for those who automate mailbox setup and configuration. The API calls include the ability to enable/disable EAS per mailbox, set domain limits for self-added EAS accounts and more. We will even assist with your implementation of Flex Billing to ensure its setup will benefit your company and its customers. Find answers to some common questions below:

Who is Flex Billing available to?
Flex Billing is available to large ISP’s and high volume hosting providers that are set up for monthly summary invoicing. As with the current EAS packages, it is only available for Enterprise licenses. Furthermore, your SmarterMail installations must be at version 12.3.5308 or higher.

How much does Flex Billing cost?
Flex Billing costs $0.50 per month per mailbox. Any mailbox that has EAS enabled at any time during the month will be charged. Please keep in mind that this charge is not prorated.

When will I be charged?
You will be charged in monthly summary invoices. In that summary invoice each license will show a single line with how many EAS accounts were active during the billing cycle. Any Flex licenses that were enabled during the month will be reflected in the total charge.

How is usage calculated?
Every day's usage is automatically reported through licensing calls to SmarterTools Servers. To accommodate any unusual fluctuations, the top 2 days are dropped. This results in billing for roughly the 93rd percentile of usage.

Is Maintenance and Support still required?
Due to our licensing agreements with Microsoft, Maintenance and Support IS still required in order to use Flex Billing for EAS.

How do I get started with Flex Billing?
To get started with Flex Billing send a request to our sales team by emailing sales@smartertools.com. During business hours you can also start a live chat or call us at 877.357.6278. A sales representative will request more details about your environment to determine if the Flex Billing partnership is a good fit.

For more information on Exchange ActiveSync, please see the SmarterMail Online Help.

Learn more about the SmarterMail secure business email server.

Why do SmarterTools Products Install in C:\Program Files(x86)?

Thu, 09 Oct 2014 22:57:16 GMT

SmarterTools products have a default installation path of C:\Program Files(x86). Some have questioned why they install there rather than the usual C:\Program Files. This is because our products are built in a way that allows them to adapt to whichever version they're on: 64-bit or 32-bit. The location of the folders, whether in C:\Program Files(x86) or just C:\Program Files, is insignificant.

While a modification could be made to adjust these default paths, we believe this would cause more confusion than clarity because of the extremely large customer base who are already installed in C:\Program Files(x86). Modifying this would cause these existing customers to have to change the install path each time they upgrade or install their products. With this in mind, the default installation path for products will remain C:\Program Files(x86).

Reset License Activation Limit

Tue, 26 Aug 2014 23:30:32 GMT

A SmarterTools license allows for two activations before the activation limits must be reset. This is in place to prevent license fraud and also helps guarantee secure activation so that the End User License Agreement (EULA) is not violated. If your activation limit has been met, you'll see a message similar to the one below when activating the product:

"This license key has exceeded the allowed number of activations."

License activations need to be reset by SmarterTools. Therefore, if you hit your activation limit, you'll need to send an email to sales@smartertools.com with your reset request. Please be sure to include the license key affected.

Installation Assistance

Fri, 18 Jul 2014 21:10:24 GMT

SmarterTools offers a variety of support tickets that customers can utilize for technical assistance. For more information on the support ticket options available and answers to common questions, please refer to the Technical Support page of the SmarterTools website.

Installation and Upgrade Support - BUY NOW

$349 per product/server

NOTE: Responses for Installation Assistance will be handled during normal business hours. Only the actual installation/upgrade will take place outside of business hours, during your low-peak hours, so that any customer downtime is minimized.

A request for Installation Assistance is submitted to the Support Department at the time of purchase. Once received, a support agent will reply during business hours to schedule the day/time for the installation or upgrade to take place.

Installation Assistance is geared towards those customers who do not feel comfortable installing the software themselves and would prefer the guidance of a professional SmarterTools support agent. A fully qualified support agent will spend approximately two (2) hours to install your SmarterTools software, and, where applicable, set the product up in a standard/default web server such as Microsoft Internet Information Services (IIS) on Windows or Kestrel on Linux. This installation can take 2 hours up front, or can be parsed into 2 - 1 hour blocks to account for data migrations, etc. (Any work performed outside of the installation and set up of the product -- such as data migrations, server configuration, etc. -- is up to the customer and is not part of an Installation ticket.)

For customers who have purchased SmarterMail, our support agent will also assist you with basic configuration of your initial domain, and review security settings and the built-in antispam technologies.

If you have purchased SmarterStats, you will also receive assistance with the configuration and import of your initial site via FTP, UNC, or Remote Service.

In the case of SmarterTrack, the support agent will also assist you with configuration of your initial Department, Group, and an Agent, as well as establishing the connection to your database.

NOTE: Installation Assistance does not cover setting up failover or load balancing for any products as these types of set up are generally very specific and customized based on customer needs.

For more information please refer to the knowledge base articles: Requirements for Installation Assistance and What Installation Assistance Covers.

Free Installation for New Customers/New Licenses

Customers who purchase a NEW license of any SmarterTools product (SmarterMail, SmarterTrack or SmarterStats) are eligible to receive FREE installation assistance during our normal business hours. (Note: The request for free installation must be made within 30 days of purchase.)

Free Installation Assistance is geared towards customers -- particularly new SmarterTools customers -- who purchase a new license, but do not feel comfortable installing the software themselves and would prefer the guidance of a professional SmarterTools support agent. This free offer allows for a new installation of the software and cannot be used for assistance with server migrations or software upgrades. (Installation Assistance for upgrading SmarterTools software or after-hours installation support can be purchased from the SmarterTools website.)

Free installation is selected during the checkout process:

Once your order is complete, a ticket is automatically created with our Support Department. A Technical Support Agent will reply to that ticket and schedule a day and time with you for the installation.