Frequently Asked Questions
Find answers about billing, teams, mail merge tracking, quota, and common problems.
Billing & Subscription
How can I cancel my plan?⌄
Sign in, open Billing, and use the Stripe customer portal to cancel renewal. Your paid features remain available until the current billing period ends.
How can I get an invoice for my payment?⌄
Open Billing after signing in. Stripe provides your invoice and receipt for each completed subscription payment.
How can I upgrade to a paid plan?⌄
Open the Pricing page, select the correct Gmail, Workspace, or Team plan, and complete secure Stripe Checkout.
How can I update my payment information?⌄
Use the Billing page to open Stripe’s secure customer portal and update the saved payment method.
I bought a license, but it is not activated. What should I do?⌄
Refresh the Billing page after a few moments. If it still shows Free, contact support from the Google account used during payment and include the Stripe receipt number.
Workspace & Team Management
How can I manage seats in my Workspace?⌄
The Workspace owner can review licensed seats from Billing. Contact support when you need to add, remove, or reassign a seat.
How can I transfer a license?⌄
A team license may be reassigned within the same Google Workspace domain. Send the old and new account addresses to support without sharing passwords.
How can I transfer Workspace ownership?⌄
The current owner should contact support from the verified account and identify the new owner in the same Workspace domain.
Sending & Tracking
How do I track my mail merge results?⌄
Open the Tracking Report or review the Merge status column for sent, opened, bounced, and failed results.
How can I send a follow-up mail merge?⌄
Filter the spreadsheet using its existing status values, prepare a follow-up Gmail draft, send a test, and then launch the filtered campaign.
VMailMerge does not replace my merge fields. What should I do?⌄
Make every merge tag match its spreadsheet header exactly, including spaces and capitalization—for example, <<First Name>> must match a First Name column.
How can I schedule a mail merge for later delivery?⌄
Open Start Mail Merge, choose the saved Gmail draft, select Schedule, and confirm the date and time shown in your account timezone.
Quotas & Deliverability
How does VMailMerge’s quota system work?⌄
Your VMailMerge balance reflects successful sends during the rolling period. Gmail and Google Workspace limits still apply independently.
Why is my quota lower than expected?⌄
Recent sends, account age, Workspace trial status, Google rate limits, or failed authorization can reduce available capacity.
My mail merge stopped before completing. What happened?⌄
Review the last Merge status entry for a quota, authorization, recipient, or Gmail service error. Correct the issue before retrying unsent rows.
What are bounces and why do I get them?⌄
A bounce means the receiving server rejected the message. Common causes include invalid addresses, unavailable mailboxes, or recipient-server policies.
My emails go to spam. How can I avoid this?⌄
Send only to expected recipients, use an authenticated domain, start new accounts slowly, avoid misleading content, and include an unsubscribe option.
Troubleshooting
I am signed into multiple Google accounts. What should I do?⌄
Use a separate browser profile or private window and sign in only with the Google account authorized for VMailMerge.
The VMailMerge add-on does not load properly. What should I do?⌄
Reload Google Sheets, confirm the add-on is installed for the active account, allow third-party cookies required by Google, and try again.
I receive a server error. What should I do?⌄
Wait briefly and retry once. If the error continues, contact support with the exact message, time, account domain, and a screenshot with recipient information hidden.