Help and Technical Support

If you are in need of technical support for an existing account you can:
  1. Email Support ( ). We will endeavor to respond to your e-mail as soon as possible. If you do not get a response within your desired timeframe, please call us at our phone number below to escalate your request to the top of our list.
    For more information about our current situation, see What's Up.
  2. Call Our Urgent Support Line (1-800-672-8060 x0) at anytime. We will respond within 15 minutes.
    International: +1-413-241-6269
  3. Just need e-mail server settings? Check our reference page. Internet-mail-3
  4. FAQs, e-mail settings walkthroughs and more self-help resources are available at community.gaiahost.coop.

For Sales Inquiries:

  1. Email Us ( ).
  2. Call our Sales department at extension 801 (1-800-672-8060). Use the "urgent" extension (x0) if appropriate.
    International: +1-413-241-6269

Terms of Service

The most current version of our Terms of Service is available online.

Server Status

Current Status Alerts

Recent Maintenance Events

  • 2014-03-30 02:20 PM to 2014-03-30 03:58 PM: Affected Services: Central Email Servers Hosted on Generation 1 Servers Not Operational

    Central Email Servers Hosted on Generation 1 Servers Not Operational

    2:20p US/Eastern: Sunday, March 30, 2014
    Email service authentication is currently failing and we are working restoring service. This effects customers accessing webmail, POP3, IMAP, and SMTP with securemail2.gaiahost.coop.

    3:58p US/Eastern: Sunday, March 30, 2014
    Service has been restored.

    If you had received an authentication error during the service outage, you may be prompted to enter a new password by your email software. Your email password has not changed, but can be managed through the account control panel.
  • 2014-04-08 09:33 PM to 2014-04-10 09:00 AM: Affected Services: Bouncing Email to some addresses, SpamHaus

    RESOLVED: Spamhaus Dragnet Blacklist

    5:00p US Eastern: Wednesday, we noticed Spamhaus updated the size of their massive dragnet block down to a much smaller block of IP addresses. Our IP network is now outside of their block zone.

    Email delivery is returning to good for all the providers that utilize Spamhaus listings to block, but may take another few hours depending on the caching situation at that provider.

    11:30p US Eastern:

    Nearly all providers using spamhaus have refreshed there cache, so mail is getting delivered. Except: Yahoo.com block referencing spamhaus continued. We have implemented a work-around for yahoo.com that relays mail through a server outside this IP block, so delivery for Yahoo.com should now also be happening.

    8:00a US Eastern:

    We have not seen any further providers still caching the old spamhaus dragnet blocklist, so we are considering this issue resolved.

    PREVIOUS REPORTS:

    Started 7:14pm US Eastern, April 8, 2014: Spamhaus.org blacklisting Our IP address range in use in our Boston area datacenter has been listed on a spamhaus.org SMTP block list as part of a dragnet block listing of a parent IP block at an upstream network provider.

    This means some outbound email is bouncing back to you. This effects a limited number of email recipients that have a provider that subscribes to spamhaus block lists.

    We have open a request with Spamhaus directly and escalated this through our datacenter provider to coordinate with the upstream provider's larger IP block issue.

    Update: 10:00p US Eastern: Internal mail delivery bounce loop resolved

    Part of our incoming filters utilizes the Spamhaus blocklist that our IP's have been dragnetted into. This was causing email sent from and to email addresses at Gaia Host to loop on bouncing. This issue has been resolved. Delivery internally is working fully now.

    We are monitoring the status of the spamhaus block and will continue to push upstream as relevant to get resolution.

    SMTP reputation for our servers remains optimal for delivery to all providers that don't use spamhaus block lists, which is the majority of all mail.

    Delivery is failing only to third-parties that reject mail based on listing at Spamhaus.org.

    Update: 6:00a US Eastern, April 9, 2014: 10% of Outgoing Email Effected

    Approximately 10% of outgoing email is failing due to this issue. We continue to push upstream providers (Spamhaus and our datacenter provider) to resolve the problem.



  • 2014-04-09 02:20 AM to 2014-04-11 07:45 AM: Affected Services:

    RESOLVED: Central Email Servers Hosted on Generation 1 Servers Not Operational

    2:20a US/Eastern: Wednesday, April 9, 2014
    Email service authentication is currently failing and we are working restoring service. This effects customers accessing webmail, POP3, IMAP, and SMTP with securemail2.gaiahost.coop.

    7:45a US/Eastern: Monday, April 9, 2014
    Service has been restored.

    If you had received an authentication error during the beginning of the service outage, you may be prompted to enter a new password by your email software. Your email password has not changed, but can be managed through the account control panel.

There is no currently scheduled maintenance.