FAQ: Your Account

Q. Where can I find out more about my Spotler Mail+ account?

Interested to learn more about your Spotler Mail+ account? Your dedicated project manager will guide your through. During your onboarding you'll also be supported by our Professional Services team who will offer you best in class training for you to learn the ins and outs of Spotler Mail+.

Q. How do I purchase Credits?
A. When sending emails, it costs one email credit to send one email, and it costs one SMS credit to send one SMS.

If you would like more credits, contact your account manager, or email accountmanagers@pure360.com.

They will also be able to tell you the different rates for credits (they are cheaper if you buy more), how many you last purchased and how many credits you are currently using.

Q. How can I contact my Account Manager?
A. The best way to get in touch is to raise a support ticket through your account. You can do this via the Help section in the account drop down menu. Alternatively, you can contact us via phone on 0844 5877 360 or email accountmanagers@pure360.com.

Q. How Do I change my password?
A. To change your password, simply click the Forgot Your Password button on the login page and follow the instructions on screen.

Q. Why am I getting an IP Verification email?
A. At Pure360 we take your accounts security very seriously so we’ve set up an IP verification process. What this means is that the first time you log into the Pure360 system, you’ll be sent an email with a link on it. This simply confirms who you are and where you’re logging in from.

The email gets sent to the contact email address that we’ve got associated with your login name, so make sure you’re using your own login details. If you need to update the email address that’s linked with your login, simply give us a call and we’ll be able to help. You’ll only need to verify your IP once, after that you can carry on logging in just as before.

If you ever need to log in from a different location for example, if you’re working from home one day, you’ll be asked to verify the new IP address that you’re using. Once your new IP address is logged, you won’t need to verify it again.

If you don’t receive the verification email, and you’re sure you’re using the correct login details, have a quick look in your junk folder- if it’s not there just give us a call and we’ll see if we can help.

If you’re using a VPN on your device, you may be prompted to verify your IP again. If you turn off your VPN, then login to the platform, then turn it on again, you shouldn’t find any issues.

Q. Which browsers does Pure360 support?
A. All functionality throughout the platform should work as expected when using any of the 2 latest versions of Google Chrome, Mozilla Firefox and Edge.
For Internet Explorer (IE) we will continue to support IE11 which is the last and only version supported until 31st December 2018.

While browsers other than those listed above are not being actively supported, our application may still work with them in some cases however the level of functionality or experience the user will encounter cannot be guaranteed. Bugs or issues raised that are caused due to incompatibility with browsers other than those mentioned above will be handled on a case by case basis. Pure360 will review and update our browser policy on a regular basis to ensure we comply with our principle stated above.

Q. Where can I find the Pure360 Data Protection Policy?
A. Our Data Protection Policy provides details about the types of data that the Company Purepromoter Ltd (T/A Pure360) records on behalf of its customers for what purpose and how the data is processed. This
policy also provides details about how Company data should be protected and transferred.

Everyone has rights with regard to the way in which their personal data is handled. During the
course of our activities we collect, store and process personal data about our customers, suppliers
and other third parties, as well as our employees and other workers, and we recognise that the
correct and lawful treatment of this data will maintain confidence in our organisation and will assist
us to achieve success in our business operations.

Employees and other individuals who handle personal data within our organisation are obliged to
comply with this policy when processing personal data on our behalf.

Q. How Can I Set Up A New Direct Debit?
A. To set up a new direct debit, simply email accounts@pure360.com, and we’ll send you a form for you to fill in. Send it back to us, and we’ll do the rest.

Q. How Do I Apply A Purchase Order Number To An Invoice?
A. There are usually two occasions when you would like us to add Purchase Order numbers to your invoices:

Monthly invoices – if you require a monthly Purchase Order then please ensure you send these to us at invoicing@pure360.com at least one working day before your next billing date. You can also provide us with six or twelve months upfront of Purchase Order numbers – this generally makes the process a lot more fluid.

General orders/ quotes – if you require a Purchase Order number to be applied to any other order, please provide this at the time of order or by emailing invoicing@pure360.com the same day the order was made.

Q. Why do I need my company registration details in my emails?
A. Since January 2008 it has been a legal requirement to put your company registration details in the footer of your email: you need your registered company name, trading as name (if required), registered address and company registration number.

This is part of the legal requirement to clearly identify yourself and ensure full accountability of your marketing practices as per the Privacy & Electronic Communications Act.