Average
Based on 253 reviews
Fastmail3.8Honesty, pricing, process and quality scores appear once 5 customers have rated them.
Email and calendar made better! More productive, lightning fast, simple and built to save you time. Fastmail has been the leading independent email service since 1999.
Fastmail (fastmail.com) has 253 customer reviews on Folks Told, with an average rating of 3.8 out of 5.
Showing 60 reviews with 1 star · Clear filters
Romas S.
the worst customer experience
Reply from FastmailFeb 6, 2026
Hi there! We're sorry to hear you haven't had a positive experience. We'd love to look into what happened and help get things resolved. We've just requested information from you—could you please share your support ticket number so we can investigate?
Міша С.
Fastmail is an excellent and very convenient service, but it only works well until your account gets blocked. I was actively using the Masked Email feature and created many masked addresses, for which I was eventually banned. This email was linked to many important services and accounts, which unfortunately can no longer be recovered. This situation caused me serious emotional distress. Support told me that the ban cannot be appealed, even though I was only using the official Masked Email feature. Moreover, I have never sent emails from Fastmail, so the ban clearly has nothing to do with spam or abuse. Fastmail is a great product, but their strict policy and complete loss of data make it very risky to use as your main email provider. I still hope there is a way to resolve this issue. (They are just ignoring me)
Reply from FastmailApr 24, 2026
We encourage our users to use all of our features, including Masked Email. In the support ticket we have from you regarding this, we let you know that we reviewed your account again and confirmed that it was addressed in alignment with our anti-fraud policies. We do acknowledge that our two-day response time on your appeal didn't meet our standards. We've since updated our internal process to make sure we're consistently responding to appeals much more quickly. We want Fastmail to be a trusted service for everyone, which is why we do need to act when accounts are used in ways that fall outside our Terms of Service. This includes creating identities where we reasonably believe that your use of these identities causes harm or liability to a user, third party, or Fastmail — for example, by hacking, phishing, harassing, spamming, misleading others, impersonating others, pretending to be multiple natural persons, or scraping content that doesn’t belong to you.
Chris
In reality, in spite of all the fine words and promises, it seems to be a totally unsupported product. I downloaded the trial, which does not seem to contain the functionality that would allow any assessment of its capabilities. I feel like perhaps I am doing something wrong, but AI says not. So I opened a case with support to get some advice, but (I know you've already guessed it) - Nothing!
Reply from FastmailFeb 4, 2026
Hi there! We're sorry to hear you've had trouble getting a response from our support team—that's definitely not the experience we want you to have. We aim to reply to urgent tickets within an hour, and we generally respond to all tickets within a few hours. We've just requested information from you—please let us know your ticket number. We'd love to make sure you're getting the help you deserve from us. You'll always receive a response from a human. We don't currently use AI for support. It’s important for us to have security measures in place to ensure that our service isn’t abused, which would cause issues for our customers. Various limits on trial accounts are part of these security measures. This prevents activities like sending spam and phishing, and keeps scammers from receiving fraud-related emails. To unlock some of these features, we will ask for your mobile phone number so we can send a verification code via SMS. In some rarer cases, we will require you to fully pay for your account before unlocking those features. All trial limitations are outlined here: https://www.fastmail.help/hc/articles/1500000277442
Janet V.
Irresponsables, falta de apoyo y respuestas
Reply from FastmailFeb 4, 2026
Hi there! We're sorry to hear you haven't had a positive experience. We'd love to look into what happened and help get things resolved. We've just requested information from you—could you please share your support ticket number so we can investigate?
AL
I have had an account with fastmail since 2006. I stuck with them through the Opera debacle, the buying out of Opera by the fastmail team, the change of interface debacle, the changing to subscriptions and losing lifetime membership debacle. I did this because the fastmail ethos was all about being (and i quote), 'the fastest email on the planet', being completely secure and having no spam. I liked the plain interface and I have recommended it to countless others. However I have had four months of them just changing the display of my email account, without choice or notice. I opened my email on no particular day and suddenly it was different colours and there are gmail style buttons next to all my addresses. The amount of fuss and ignorance in the customer service response was so time consuming and extremely stressful. I am not a techy, but I assume that if you change something in the interface, it is possible to change it back....The only thing they managed to change back was the colours, which i had to program myself using codes they sent me. TODAY I have gone into my account and now when i open or go to compose a mail the window has shrunk!! I cant read the font. I can't resize it. All of these stupid and petty changes for no reason is an imposition, as the account I paid for in March (over $50) is not the same as the one I am now. This has completely upset my work flow and i find myself dreading opening my email now as it might have changed overnight again. I would not recommend fastmail to anyone now and do not know what to do as my email address has been used by so many of my contacts for such a long time. I am so sad that things have gone this way and fastmail does not care what its loyal customers think.
Reply from FastmailNov 26, 2025
Thank you for taking the time to share your feedback with us. We appreciate you for trusting us with your email for so many years, and we're sorry to hear that the recent changes have been frustrating. We're always working to balance improvements with maintaining the features our users value most. Regarding the font size issue you mentioned—while this isn't something we changed on our end, we are happy to work with you to troubleshoot. It sounds like your browser zoom may have been accidentally adjusted. You can usually reset this by pressing Cmd and 0 (Ctrl and 0 for Windows and Linux) while you're viewing Fastmail in your browser, and this should reset the zoom, restoring your text to its normal size. You can also adjust your Fastmail account's font settings to customize the size to your preference—there are six options for font size. If you need further help with this or anything else, please don't hesitate to reach out to our support team directly. We're here to make sure your experience is as smooth as possible.
Kerry
Fastmail is the worst eMail service ever!!! I get Ticket from so-called Support but I still get no access to my account. I've changed passwords, did all the security steps but NOTHING!!!!!!!!! This is abominable service!
Helen V.
I have been using pobox.com for years and then it got taken over by fastmail. I never experienced any problems with pobox.com . Now with Fastmail I am not receiving my emails anymore to my forwarding mailbox and my messages from pobox.com are not going anywhere. It is just a mess.
Reply from FastmailOct 20, 2025
Hi, Helen. We definitely want you to be able to receive email without issue! It looks like we replied to both of your support tickets but haven't heard back from you. Can you please check for our replies at fastmail.com/support, and update us there with the troubleshooting details we need? We'd love to help get this sorted for you ASAP.
JS
Customer service response time is TERRIBLE!! I’ve been locked out of email and password manager (linked to email) for OVER 30 HOURS!! I can’t access ANYTHING!! How hard is it to reset a password?!?!
Reply from FastmailOct 20, 2025
We recognize how frustrating it is to be locked out of your account, and we're really sorry to hear you're dealing with this. The fastest way to get back in is through our automated recovery tool. We strongly recommend adding recovery contact details. Once those are set up, provided you're recovering via your usual device, browser, and location, you should regain access right away. If you're trying to recover from somewhere unfamiliar, there's a 24-hour waiting period we can't bypass. I realize that's difficult when you need access now, but this delay is there to protect you from someone else trying to get into your account. If your recovery information is out of date or if you've chosen to not enter recovery contact details, our support team is happy to help. It looks like replied to your ticket about thirty minutes after we heard from you. The security verification does take time—we must be certain you're the actual account holder. As you noted, lots of important things can be connected to our email accounts, like password managers. So we do prioritize security here. We know this wasn't the instant resolution you were hoping for. We appreciate you for sticking with us as we work through the process together.
