Support
How can we help?
Answers to common questions about setup, scoring, and billing. If you cannot find what you need, contact us directly.
01Setup
Which mailboxes can I connect?
Connect Microsoft 365 and Outlook.com through Microsoft sign-in, plus any mailbox with IMAP access, including Gmail, GMX, WEB.DE, T-Online, iCloud, Yahoo, IONOS, and STRATO.
How do I connect an IMAP mailbox?
Under “Mailboxes”, enter the server, username, and password. Credentials are encrypted with AES-256 and deleted immediately when you disconnect the mailbox.
How many mailboxes are included?
Personal: 1, Business: up to 3, Pro: up to 10. You can upgrade at any time.
Will my old emails be sorted?
No. ehmAIl only evaluates emails that arrive after you connect. Existing email stays exactly where it is.
02Scoring & rules
How is the score calculated?
Every new email starts at 50 points. Known senders, concrete content, and required action add points; bulk mail and CC-only messages reduce it. You can see the full calculation for every email.
An email was sorted incorrectly. What should I do?
Select “Was important” or “Was unimportant”. ehmAIl moves the email and remembers your correction for that sender.
How do I create rules?
Describe them in your own words, for example: “Solar project enquiries are always important.” ehmAIl creates rules that you can review and edit.
Can ehmAIl delete emails?
No. ehmAIl only moves and flags email. Nothing is deleted or marked as read.
03Subscription & billing
How does the trial work?
Business and Pro include a 14-day free trial with 1,000 emails. You add a payment method when starting but are only charged after the trial.
How does the money-back guarantee work?
Personal starts immediately. Within 30 days, you can end the subscription from your account and receive a refund of the first payment.
What happens when I run out of credits?
New emails are no longer sorted and your mailbox remains unchanged. You can buy 1,000 emails for €25; they never expire.
How do I cancel?
Use “Cancel contract” in your account or in the footer. Cancellation takes effect at the end of the current billing period and is confirmed by email.
Can I change plans?
Yes. Upgrades take effect immediately with prorated extra credits; downgrades start with the next billing period.
04Privacy & account
Where are my emails processed?
At AWS in Frankfurt. Your emails do not leave the EU. We store the sender, subject, score, reasoning, and summary, but never the email body.
How do I enable two-factor authentication?
Under “Account”, scan the QR code with an authenticator app and confirm the code. Store the backup codes safely.
How do I delete my account?
Under “Account”, select “Delete account”. All stored data is deleted immediately; folders and flags in your mailbox remain.
Is a data processing agreement included?
Yes. A GDPR data processing agreement is included with every subscription.
Still need help?Contact us and a person will help you.
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