---
title: "Fixedmark Support, Status, and Abuse Reports"
description: "How to reach Fixedmark support, the first response target per plan, what to include, how to report abuse, and which outbound mail ports are blocked."
canonical: https://fixedmark.com/docs/support
updated: 2026-10-24
source: Fixedmark (https://fixedmark.com), BitMask LLP
---

Reference

# Support

Mail support\@fixedmark.com and a person answers. Check status.fixedmark.com first if something stopped working for everyone.

Docs preview: Fixedmark is not live yet. Endpoints are issued at launch, and these pages describe planned launch behavior. Anything marked planned may change. [Join early access](https://fixedmark.com/early-access) to get yours first.

## How to reach us

_Support contacts_

| For                       | Contact                                               |
| ------------------------- | ----------------------------------------------------- |
| Questions and problems    | <support@fixedmark.com>                               |
| Is it down?               | [status.fixedmark.com](https://status.fixedmark.com/) |
| Abuse from a Fixedmark IP | <abuse@fixedmark.com>                                 |

The dashboard's Support page puts your org id, and the app id when you came from an app, in the mail subject for you.

## How fast we answer

The first answer comes within the target your plan sets. Plans with priority support get the shorter one.

_First response target by plan_

| Plan        | First answer            |
| ----------- | ----------------------- |
| Starter     | within 1 business day   |
| Pro         | within 1 business day   |
| Business    | within 4 business hours |
| Scale       | within 4 business hours |
| 7-day trial | within 1 business day   |

## What to include

- Your org id and app id. The dashboard's Support page fills them in.
- The static IP and region involved.
- The destination host and port, and what you expected to happen.
- The time it happened, with the time zone, and whether it still happens.
- The `X-Proxy-Error` header or the `result` from your [connection logs](https://fixedmark.com/docs/logs), if you have one.
- The client and version, such as Node 24 with undici 7.

Never send a token, an API key, or a webhook secret. We never ask for one. If you sent one by mistake, rotate it in the dashboard.

## Report abuse

If traffic from a Fixedmark IP attacked, scraped, or spammed you, mail <abuse@fixedmark.com> with the source IP, the destination, the time with its time zone, and any log lines you can share. We act on the account behind the address. Scraping, rotating-proxy use, spam, and attacks on third parties are not allowed on Fixedmark.

## Outbound mail

Port 25 is blocked on Oracle Cloud (OCI), Vultr, and Linode, the three clouds Fixedmark runs on, so the proxy refuses connections to port 25 with `smtp_blocked_by_provider`. Linode may also block ports 465 and 587 on new accounts. Use your mail provider's HTTPS API to send mail. If you need port 25, mail support: we ask the provider to open it for your region, and it opens only if they agree.

- Oracle Cloud (OCI): port 25 blocked. [Oracle Cloud release note: outbound port 25 is blocked for tenancies created after June 23, 2021](https://docs.oracle.com/en-us/iaas/releasenotes/changes/f7e95770-9844-43db-916c-6ccbaf2cfe24)
- Vultr: port 25 blocked. [Vultr: why is SMTP blocked?](https://docs.vultr.com/support/products/compute/why-is-smtp-blocked)
- Linode: ports 25, 465, and 587 may be blocked. [Akamai cloud computing: send email (ports 25, 465, and 587 restricted on some new accounts)](https://techdocs.akamai.com/cloud-computing/docs/send-email)