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FREQUENTLY ASKED QUESTIONS

FAQ: Account

I'M NOT GETTING THE EMAIL TO VALIDATE AND CONFIRM MY ACCOUNT

When you register for an account, Zerobounce sends you an email with a link in it, so you can activate your account. You just have to click on that link, and you're all set to start verifying your list.

Check all folders/tabs (Spam, Promotional, deleted) to locate the email. If you can't locate the email, then it's possible that you misspelled your email address on the registration screen. Please try re-registering, and if your email was mis-spelled, you will be allowed to register under the correct email address.

Sometimes, your spam filters might be rejecting our emails. It's important that you are able to receive emails from us, so you can access the files you validate. If you think you are not receiving our emails because of your spam filters, please contact us and we will be happy to assist you in solving this issue.

Please use the "Leave a Message" button after doing a search with the "Help" Icon on the bottom right.

HOW DO I CHANGE MY PASSWORD?

Please log into your account and click the "Change Password" link in the left hand menu. You will be prompted to enter your old password and the new password you're changing it to.

HOW DO I DISABLE PASSWORD PROTECTED DOWNLOADS?

We don't recommend disabling this feature, because if your account gets comprised, they won't have access to your data unless the comprised your email account as well.

But if you want to disable it, you can

In your account, click on "Options" on the left hand menu, then click on "Password Protected settings" icon button.

Then you will be taken to the screen below telling you that you will receive an email with a link in it, to disable this feature.

Check your email and click the "Approve Change" button as seen below.

Then this screen will appear, once the link is clicked.

FAQ: Uploading Files

WHAT FILE FORMATS DO YOU ACCEPT?

We accept .TXT , .XLS, .XLSX and .CSV files.

When you upload a file, be sure to select the right "File Delimiter" and to check the box, if your files contain a header row.

If you upload a multi-column CSV - You will be presented with a screen to match the columns with the data in it. We automatically detect what's in most columns and will pre-populate those columns for you.

It's important to match the column data type, because we use that information to help enhance your data. If you mark a column as "First Name" - we'll use that column to determine the gender of the Email.

If you mark a column as "IP Address" - we will use that data and tell you the location of that IP Address.

When you get your results back, you will have all your columns intact. We will append your columns to the CSV and they will be labelled as "ZB {Column Name}".

WHEN UPLOADING A FILE, I'M GETTING THE ERROR "TOO MANY INVALID EMAILS FOUND"

THIS CAN HAPPEN UNDER A FEW DIFFERENT CONDITIONS:
  • If you upload a .CSV and you select the wrong column for the "Email Address"
  • If the column you selected for the email address has more than 20% malformed or blank email addresses.
  • If none of the above conditions apply to your file, click the "Leave a Message" button after performing a search in the HELP icon on the bottom right and supply us with a sample file to look at.

MY FILE DELIMITER IS MISSING, WHAT DO I DO?

ZeroBounce.net accepts the most common file delimiters/separators, but there can be occasions where the file you want to validate has a different file delimiter than what's listed in our file delimiter drop down. We call these Custom Delimiters/separators.

What you can do is get a text editor. We recommend Notepad++, because it can handle large files and it's free to use. Open your file with Notepad++ and do a search (Your delimiter) and replace (With one of our accepted delimiters/separators). Save the file and attempt to re-upload it.

If you're still having problems uploading, click the "Leave a message" button under the "Help" icon after doing a basic search.

THE RESULTS ARE NOT IN THE SAME ORDER IT WAS UPLOADED.

ZeroBounce uses a multi-threaded process validate email addresses so we can get the results back to you as fast as possible. Some validations take longer than others, because of this, when you download the results, your data will not be in the same order you uploaded them.

If the order of the emails are important to you, we recommend creating a numbered column in your spread sheet. When you download your results, that column will be preserved and you can sort the rows by that column.