Seeing your domains flagged on a blacklist can feel like the end of the road — but in practice it almost never is. A blacklist flag is not a verdict: in most cases it either has no real effect on your deliverability at all, or it's something our team can fix or work around. This article explains how we handle blacklist reports, what information we'll ask you for, and where refunds fit into the picture.
A blacklist flag is not a verdict
Blacklist checkers and sequencer warnings look scary, but they very often reflect rotating IPs or noisy URL-reputation lists rather than real damage to your domains. Before any conclusions are drawn — by you, by our support team, or by our AI assistant — the situation always needs to be looked at first. Most "blacklisted" reports fall into one of these buckets:
SURBL (and similar URL lists like SpamRATS): these have no measurable impact on inbox placement — Gmail and Outlook do not use them as a meaningful filtering signal. Nothing needs fixing and campaigns should simply continue. See SURBL Listings and Deliverability Impact.
A flagged rotating IP: we rotate sending IPs automatically, so a checker may flag an IP that isn't even carrying your mail anymore. See One of my sending IPs shows as blacklisted.
A "burned" label in Smartlead/Instantly: usually reflects that tool's own warmup pool, not your Maildoso domains. See My mailboxes show as "burned", "blacklisted", or low reputation.
A real deliverability issue (actual Google rejections, 0% inbox placement): this is the case our deliverability specialists dig into — and even here there are fixes, from warmup recovery (a burned mailbox typically recovers in 2–4 weeks) to delisting requests and replacement domains where warranted.
The first step is always to share details — even if you're thinking about cancelling
When you contact us about blacklisting, our team and our AI assistant will always start by asking for more information — never by discussing refunds or cancellation. That's because in the large majority of blacklist cases we can help, and we can't tell which bucket you're in without the specifics. Please share:
The email address on your account and the affected domains or mailboxes.
Which blacklist or tool flagged them (SURBL, MXToolbox, a sequencer warning, an audit report — a screenshot helps a lot).
Whether you're seeing actual bounces or rejections — if so, the full headers of one rejected email.
Your latest inbox placement test result, if you have one.
Even if your first instinct is to stop using the product or ask for a refund, please send us these details first. Very often the "blacklisting" turns out to have no real impact (as with SURBL), or it's fixable within days — and you keep your domains, your warmup progress, and your campaigns.
What we can do for you
Confirm whether there's any real impact — checking your actual placement and reputation rather than a third-party flag.
Fix what's fixable — recovery plans for burned mailboxes, delisting requests where a listing actually matters, and configuration review.
Replace domains where a domain is genuinely compromised (for example a registrar suspension) — see Domain replacement.
Run a deliverability audit with our specialists — you can also book one from the top-right option after logging in.
Where refunds fit in
A refund is the last resort, not the starting point. It only comes into the conversation after we've reviewed your situation and genuinely couldn't help — and eligibility then follows our standard policy (the 30-day new-customer guarantee and its exclusions), described in Refunds and cancellations. A blacklist flag by itself — especially a SURBL listing, which doesn't affect delivery — is not a reason to refund or abandon your setup, because it's not a problem we can't solve. Give us the chance to look at your case first: that's the fastest route to your campaigns performing again.