Frequently Asked Questions

Quick answers to common questions about using waveMail.

General

waveMail is a professional email marketing platform that allows you to create and manage mailing lists, design email templates, send campaigns, and track performance. It's designed for Australian businesses and organisations of all sizes.
Go to app.wavemail.com.au and enter your email and password. If you've forgotten your password, click "Forgot Password" on the login page to reset it.
waveMail's interface is accessible from any modern web browser on desktop, tablet, or mobile. While the full feature set is best experienced on desktop, you can monitor campaigns, view reports, and manage subscribers from mobile devices.

Lists & Subscribers

The number of lists depends on your subscription plan. Most plans allow unlimited lists. Your subscriber limit applies across all lists combined.
Single opt-in adds subscribers immediately when they submit a form. Double opt-in sends a confirmation email first — the subscriber must click a link to confirm. Double opt-in is recommended as it ensures valid addresses and stronger compliance with anti-spam laws.
Yes. The same email address can exist on multiple lists independently. Each list subscription is separate, so unsubscribing from one list doesn't affect the others.
Open your list, go to the Tools tab, and use the Remove Duplicates function. See List Tools for details.

Campaigns & Sending

The most common causes are: (1) Your sending domain isn't authenticated — set up SPF, DKIM, and DMARC via Domain Management. (2) Your list contains invalid addresses — use Email Verification. (3) Your content triggers spam filters — avoid ALL CAPS, excessive exclamation marks, and spammy phrases. (4) You're sending to unengaged subscribers — segment your list to target active recipients.
Yes. When creating a campaign, choose Schedule instead of Send Now. Pick your desired date, time, and timezone. You can edit or cancel scheduled campaigns before the send time.
Yes. Find the campaign in your campaign list and click Pause. This stops delivery to remaining recipients. You can resume later — recipients who already received the email won't get it twice.
waveMail automatically excludes unsubscribed and blacklisted subscribers from all campaign sends. You don't need to worry about accidentally emailing someone who has opted out.

Templates

Yes. When creating a template, choose the HTML Editor option and paste your HTML code. waveMail can automatically inline your CSS for better email client compatibility.
Common merge tags include [FNAME], [LNAME], [EMAIL], [UNSUBSCRIBE_URL], [COMPANY_FULL_ADDRESS], and any custom fields you've defined. See the full list in Email Templates → Merge Tags.

Deliverability

Yes, absolutely. Domain authentication is essential for deliverability. Without it, major email providers like Gmail and Outlook will likely send your emails to spam. See Domain Management for setup instructions.
Industry averages vary, but 20–30% open rate is generally considered good for marketing emails. Factors that affect open rates include subject line quality, sender reputation, list hygiene, and send timing.

Abandoned Cart

A connected online store. Abandoned-cart recovery is driven by your e-commerce platform — WooCommerce, Magento, or Shopify (coming soon). The store detects the abandoned cart and syncs it to a waveMail list, and waveMail sends the recovery emails. See Abandoned Cart.
Two autoresponders. Create one on the after subscribe event (fires when a new abandoned cart is first synced) and one on the after profile update event (fires when an existing cart changes). Full steps are on the Abandoned Cart page.
WooCommerce and Magento today, with Shopify coming soon. The abandoned cart is triggered on your store platform and synced to waveMail through the integration.

Deliverability & Sending Limits

To protect deliverability for everyone on the platform, keep your bounce rate at or below 2% and your spam-complaint rate at or below 0.05%. The best way to stay well under these limits is to email only people who opted in, use double opt-in, remove hard bounces promptly, and make unsubscribing easy. If your rates rise above these thresholds, sending may be paused while you clean your list.
The most common causes are an unverified sending domain, sending to people who didn't opt in, high bounce or complaint rates, and spammy subject lines or content. Verify your sending domain, use a recognisable from-name, keep your list clean, and warm up gradually if you're sending in volume for the first time.
Yes. Verifying your domain authenticates your mail and dramatically improves inbox placement. Add the DNS records shown in Domains, then confirm your from-address under Sending Emails.

Integrations & API Keys

Yes — always. When you disconnect or remove an integration, also delete its API key under API Keys. A leftover key can still be used to access your account, so revoking it is an important security step.
Open API Keys from the main menu. There you can create keys, view existing ones, and delete any you no longer use.

Billing & Plans

Open My Account → Subscriptions. You can switch between monthly and annual billing, upgrade or downgrade, view your order history, and cancel or resubscribe. See Subscriptions & Plans.
Each plan includes set sending and subscriber allowances. As you approach a limit, upgrade from Subscriptions & Plans to keep sending without interruption.