Email - Help Center

How to log in to my Email

Log in from My Account section

Go to My Websites page in your account.
Select the required site (click on site’s image).
Click Login button, to open Webmail page

Your initial log in credentials will be displayed under Email Account section.
Any additional email accounts and their credentials, purchased as an Add-on, will be displayed under Add-ons section.
Note: Your login credentials are case-sensitive.
Enter your full email address and password, and click the Log in button.

Log in using your website address

Open your favourite web browser (Chrome, FireFox, Safari, Opera, Edge).
Enter your website address with webmail. prefix.
E.g. webmail.mycargarage.co.uk
In the example above, substitute your website address, for mycargarage.co.uk
Enter your full email address and password, and click the Log in button.

Your initial log in credentials will be displayed under Email Account section in My Account.
Any additional email accounts and their credentials, purchased as an Add-on, will be displayed under Add-ons section in My Account.
Note: Your login credentials are case-sensitive.

How to change your Email Password

Start by logging into webmail.
Remember, you can log into webmail by visiting webmail.example.com. Also, be sure to use the full email address as the username and the password associated with the email account you are logging into.
Click on Webmail Home button located on the left-hand side.
Click on your email address and select option Password & Security.
Enter and confirm your new password.
We advise using strong passwords for email accounts.
Click Save button.

Your password has been changed.
From now on, use this password to log in to your Webmail.

If you configured your email on other devices (phones, tablets, email clients etc.), you will need to update your password and those devices/apps.

How to set up email on iPhone/iPad

Note: For this guide, we will use info@mycargarage.co.uk email. You will need to change some of the settings to match your setup/email address.
Don’t worry, we’ll tell you when you need to enter your details.

On your Apple device home screen, go to Settings , then Mail.
Next, click on Accounts.
Choose Add Account, then tap on Other option.
in
On the New Account screen, enter:
- Name: your name
- Email: your full email address
- Password: your email account password
- Description: any description for your new email account
  
  Tap Next to proceed
The mail application will try to find the email settings and finish your account setup automatically.If Mail finds your email settings, tap Done to complete your account setup.If the mail application can’t find your account settings, tap Next to continue the manual setup process.
Note:
- For the server fields, you want to use your domain name with “mail.” in front of it. For example, if your domain was hostpapa.com you would enter mail.hostpapa.com for the server.
- The username is always the full email address.
Enter all the required information as shown below, adjusting the settings for your account:
- Host Name – use your domain name with “mail.” in front of it.
- Username – use your full email address.
- Password – use your email password
  
  Click Add Account to add your email account.

If you are still getting an error, please check your port settings:

On the account settings page (Home → Settings → Mail → Accounts → Account Name), tap on the Outgoing Mail Server name directly to check its port settings.
Ensure that Use SSL is on, and server port is 465

Tap Done to go back to the account settings page.
At the bottom of the Account page, tap on Advanced option.
Ensure that Use SSL option is on, and server port is 993
Go back to the account page – tap on < Account.
The server details will now be checked, and your email account should be available for use.

How to set up email on Android

Open your android mobile, swipe up from the bottom of the screen to the top. Locate the Settings icon and open it.
Scroll down to the Accounts and backups section and tap on it.
Tap on Manage accounts.
Now tap on the + Add account option.
Tap on the Personal (IMAP) option.
In the “Add your email address” section, enter your full email address.
In this example, we’ve used info@mycargarage.co.uk

Then tap Next and enter your password. Tap on the Next button again.
On Incoming server settings screen, tap on Server field and adjust it accordingly.
For this field, you want to use your domain name with “mail.” in front of it.
In this example, we’ve used mail.mycargarage.co.uk

Please ensure your username is your full email address, e.g. info@mycargarage.co.uk
Tap Next.
On Outgoing server settings screen, tap on SMTP Server field and adjust it accordingly.
For this field, you want to use your domain name with “mail.” in front of it.
In this example, we’ve used mail.mycargarage.co.uk

Please ensure your username is your full email address, e.g. info@mycargarage.co.uk
Tap Next.
Under the Accounts option, you can select Email Sync Frequency and some other options.
Select it as per your needs and tap Next.
Under Your name, enter your name/business name and tap Next.

Your email account has been added!
You can view/compose emails by going to Gmail app on your phone.

Interface Settings and Preferences

Preferences

The user preferences let you adjust various options and settings that control the behaviour and the UI of the webmail application. The numerous settings are grouped by the following sections:

Note: After changing preferences, don’t forget to save them by clicking the Save button below the settings form.

User Interface

Language: The webmail is available in numerous languages. Switch it here if you like. When accessing the application, the language is automatically chosen from your computer’s operating system language.
Time zone: Dates displayed anywhere (e.g. when a message is sent) will be automatically translated into your local time zone. Set this to Auto to let the system use your computer’s time zone settings or select a specific time zone from the list.
Time format: Select how time (hours, minutes) are displayed.
Date format: Select the format how dates should be displayed.
Pretty dates: With this option checked, dates close to today will be translated into relative terms like “Today”, “Yesterday”, etc.
Refresh: Set the interval you want the system to check for updates (e.g. for new messages arrived)
Interface Skin: Choose the visual appearance of the user interface from a selection of themes.
Handle pop-ups as standard windows: When Roundcube opens messages or the compose form in a new window, this can either be a detached window with a smaller size and without toolbar buttons or, with this option activated, be a regular browser window or even just anther tab in your current window. If enabled, all windows opened by the webmail application obey the settings of your browser.
Register protocol handler: You can register this webmail app to be opened whenever you click an email link somewhere on the web.

Mailbox View

Show preview pane: This shows or hides the Preview Pane in the mail view.
Mark previewed messages read: Select the delay to mark new messages as “read” when opening them in the preview pane.
Request for receipts: This option controls the behaviour when you open a message for which the sender requested a read receipt.
Expand message threads: When listing messages in threads, this option controls how conversation groups are expanded in the list.
Rows per page: The messages list displays this number of messages at a time (aka a “page”). Increasing this number may result in longer loading times when opening a mailbox folder.
Check all folders for new messages: By default, only the Inbox is checked for new messages periodically. If you have server-side filters installed that will move incoming messages to other folders, you should check this option.

Displaying Messages

Open message in a new window: With this option checked, double-clicking a message in the email view will open it in a new window instead of the current browser window/tab.
Display HTML: Check this option to display formatted messages as the sender intended it. When disabled, formatted emails will be converted to plain text.
Display remote inline images: Formatted (HTML) messages can contain references to images which have to be loaded from a remote server. This can harm your privacy and reveal to the sender that you opened the message. This technique is often used by spammers to verify that your email address works and you may receive more spam.
Display attached images below the message: Enable this option if you want image attachments to be displayed below the message text.
After message delete/move display the next message: Controls whether the screen should jump to the next message in the list when opening an email message (not in the preview pane) and then move or delete it.

Advanced options

Default Character Set: Some email systems do not specify the character set when sending messages. In such rare cases the receiver (your webmail application) has to make an assumption how to display the special characters (e.g. éäç) and therefore uses this setting. Select the character set/language the majority of your email correspondents use.

Composing Messages

Compose in a new window: With this option checked, the message compose form will open in a new window instead of the current browser window/tab.
Compose HTML messages: Check this option to enable the rich text (HTML) editor when composing a new message. This is only the default setting for HTML message composing. It can be toggled at any time while composing.
Automatically save draft: While you write a new message, a copy will be saved to the Drafts’ folder ever few minutes. Select the interval or disable the automatic saving here.
Always request a return receipt: Activate the “Return receipt” sending option by default for new messages.
Always request a delivery status notification: Activate the “Delivery status notification” sending option by default for new messages.
Place replies in the folder of the message being replied to: Choose the current folder for saving the reply message to instead of saving it to the “Sent” folder.
When replying: This option controls whether and where to place the quoted original text when replying to a message.
Messages forwarding: Controls the mode how messages are forwarded by default when clicking the Forward button without choosing a forward mode.
Default font of HTML message: When writing a formatted (HTML) message, this font face and size is used for the default text formatting.
Default action of the “Reply all” button: When replying to messages coming from mailing lists, this setting controls how to reply to them.
Automatically add signature: Select, in which cases, the signature text from your sender identity is added to a new message.
When replying, remove original signature: As the name suggests, this setting removes detected signatures from the original message when citing it in the reply.
Spellcheck Options: These checkboxes control the behaviour of the spell checker function.

Advanced options

Attachment names: Sometimes, receivers of your email messages have difficulties to correctly see the names of attached files. Adjust this setting in case you get complaints about garbled attachment names.
Use MIME encoding for 8-bit characters: This enables sending message texts the “safe” way, but slightly increases the amount of data to be sent. Activate this option in case people cannot properly read the message you send out.

Address Book

Default address book: Select the default address book where new contacts are saved to when adding them from the mail view.
List contacts as: Choose how names are displayed in the contact list.
Sorting column: Select the contact attribute used for sorting the contacts in the list.
Rows per page: The number of contacts displayed at a time (aka a “page”) in the contact list.
Skip alternative email addresses in autocompletion: With this option checked, every contact will only appear once in the autocompletion list that appears when you start typing in the recipient field. The first email address of the selected contact will then be inserted. If disabled, all email addresses of a matching contact are displayed for selection.

Special Folders

Some folders have special purposes and are used by system processes to store messages. This form allows you to choose which folders are used to store Drafts, Sent or deleted messages (Trash).

Show real names for special folders: With this setting enabled, the original names of the assigned special folders are displayed in the folder list instead of localized names.

When hitting the Archive button in the email view, the selected messages are moved to this folder.

Divide archive by

This option allows you to organize your archive folder in various ways. The selected message(s) can be filed into sub-folders of the archive according the sent date, the sender’s email address or the folder the message is moved from.

When set to None, all messages will be stored in the Archive folder without any sub-folders being created.

Server Settings

This section provides more advanced settings that control how messages are treated by the email server.

Mark the message as read on delete: With this option enabled, unread messages are also flagged as read when deleting them right away.
Flag the message for deletion instead of delete: Email messages can be flagged as deleted first before they’re finally removed from a folder. That also allows to “undelete” them later on. To finally delete them, use the Compact command from the Mailbox folders operations menu.
Do not show deleted messages: This option suppresses messages flagged as deleted from being listed.
If moving messages to Trash fails, delete them: Moving to Trash can fail if the Trash folder isn’t selected or over quota. With this option enabled, messages are deleted from the current folder when you attempt to move them to Trash.
Directly delete messages in Junk: Messages in the Junk folder are also move to the Trash first when deleting them. Skip that step by enabling this option.
Clear Trash on logout: As the option name says, this will empty the Trash folder when you terminate the session.
Compact Inbox on logout: This will remove all messages flagged for deletion from the Inbox when you log-off.

How to Add an Email Signature

If you’ve ever received an email from someone, you’ve seen an email signature. It’s the last lines of text at the end of a message reminding you of the sender and includes their contact information.

Its common practice in the digital space, and most users expect to see it. Furthermore, it helps humanize the sender and, depending on the creativity of the signature, will give you another element to remember them by. It also allows the sender to promote their social media accounts, product, or website in the hopes of securing your business.

How to add an email Signature

Start by logging into webmail.
Remember, you can log into webmail by visiting webmail.example.com. Also, be sure to use the full email address as the username and the password associated with the email account you are logging into.
Click on Settings button located on the left-hand side.
Select the Identities option, and click on your email address listed in the next column.
Fill in required details, and create your signature.
Use the image icon to open text editor tools.

Click Save to add your signature.

How to Setup an Email AutoResponder

What is an AutoResponder

An autoresponder replies automatically when a specific email address receives an email. This is great to use when notifying customers you have received their email, and they will get a response in a pre-determined time frame. It is also helpful when you are out of the office (such as on holiday), since you can easily let people who contact you know you are currently away and will respond to their request when you return.

Create an Email AutoResponder

Start by logging into webmail.
Remember, you can log into webmail by visiting webmail.example.com. Also, be sure to use the full email address as the username and the password associated with the email account you are logging into.
Click on Webmail Home button located on the left-hand side.
Click on your email address and select option Autoresponders.
Click Add Autoresponder button.

Fill in the fields to create your AutoResponder. Below is a brief description of the available options.

Option	Description
Character Set	The standard Character set is “utf-8,” but you can change it here.
Interval	Here, you can set how many hours to wait before autoresponding to the same email address.
Email	This will list the email address you are setting up the autoresponder for.
From	You can enter a “From” address here. I recommend using the same address as the Email field.
Subject	Enter a subject line here. For example: “We are currently closed”
HTML	Check this if you want to enter HTML into the “Body” of your email.
Body	Enter your Autoresponder message here.
Start	Choose if you want this autoresponder to begin Immediately or set a Custom start time.
Stop	Here you can set a Custom date for your Autoresponder to stop responding, or set to Never

Click on Create button, to add your autoresponder.

You can view/delete email autoresponders on Autoresponders option screen.

How to Setup an Email Forwarder

What are Email Forwarders

If you have multiple email addresses for your business, it’s a good practice to forward all email messages to one account. So if you have sales@example.com, service@example.com, and support@example.com email addresses, all of them can be sent to one account such as customers@example.com. Setting up email forwarders can be done through your Webmail login page.

Create an Email Forwarder

Start by logging into webmail.
Remember, you can log into webmail by visiting webmail.example.com. Also, be sure to use the full email address as the username and the password associated with the email account you are logging into.
Click on Webmail Home button located on the left-hand side.
Click on your email address and select option Forwarders.
Click Add Forwarder button.
Fill in the field with the address to forward to and click Add Forwarder.
From now on, all emails sent to your business email will now be copied to your other email.
You can view/delete email forwarders on Forwarders option screen.

Create an Email Filters

What is an Email Filter

Setting up mail filters is an efficient way to manage your emails. Email filters are used to create rules for how incoming emails should be processed. They are mostly used to block emails from a specific email address or to weed out spam.

Email filters use the criteria that you specify to determine how to handle email messages. Emails can be discarded, redirected to another email address, or filed to a folder, or more.

Create an Email Filter

Start by logging into webmail.
Remember, you can log into webmail by visiting webmail.example.com. Also, be sure to use the full email address as the username and the password associated with the email account you are logging into.
Click on Webmail Home button located on the left-hand side.
Click on your email address and select option Email Filters.
Click Create a New Filter button.
Type a unique name for your filter in the Filter Name field.
Set up the rules you wish to use to filter emails.
The following criteria are available:
- From — The message sender’s address.
- Subject — The message’s subject line.
- To — The address to which the sender sent the message.
- Reply Address — The address at which the sender receives replies.
- Body — The message’s content.
- Any Header — Any part of the message’s header.
- Any recipient — Any recipient of the message.
- Has not been previously delivered — The system only examines messages that remain in the queue for delivery.
- Is an Error Message — The system only examines error messages that an auto-response system sends.
- List ID — The account’s mailing lists.
- Spam Status — Whether Apache SpamAssassin™ marked the message as spam. The Spam Status line begins with Yes or No.
- Spam Bar — The content of the Spam Bar header that Apache SpamAssassin generated for this message. The more plus signs (+) that Apache SpamAssassin assigns to a message, the greater the likelihood that the system marks the message as spam.
- Spam Score — The total number of plus signs (+) in the Spam Bar value, expressed as an integer.
The following comparison operators are available:
- equals — The message exactly matches a defined string.
- matches regex — The message matches a regular expression that you define.
- contains — The message contains a string that you define.
- does not contain — The message does not contain the defined string.
- begins with — The message begins with the defined string.
- ends with — The message ends with the defined string.
- does not begin — The message does not begin with the defined string.
- does not end with — The message does not end with the defined string.
- does not match — The message does not exactly match the defined string.
Each rule has criteria and an operator describing how to compare them to a message.
Select the Action you wish to happen when an incoming email matches your new rule.

The following actions are available:
- Discard Message: Discard the message with no failure notice to the sender.
- Redirect to Email: Forward message to a specific email address.
- Fail With Message: Discard the message and send a failure notice to the sender.
- Stop Processing rules: Proceed and ignore all other filter rules. (Useful when you have more than one filter set up.)
- Deliver to Folder: Deliver the message to a specific email folder.
- Pipe to a Program: Send the message to a specific program for further processing.
Click Create button to save your new filter rule.

As an example (see picture below), we’ve created a rule where all emails that will contain a word newsletter in the email subject, will be moved to our SPAM folder.

Please note that you can create multiple rules and actions in one filter.
Just use + buttons, to add a new rule or action.
Do not forget to chose desired operator (or, and).

How to set up Spam Filters

You just want to run a website and make the most of your business’s email address, but managing spam is starting to feel like a full-time job. Sound familiar? It seems that no matter what we try, the world’s ‘spam artists’ find new ways to annoy us. That’s why all our emails come pre-installed with Spam Filters powered by Apache SpamAssassin, one of the most powerful open-source email filtering systems available.

How Spam Filters Work

SpamAssassin uses a points-based system called “hits” to label spam. When it finds particular characteristics in an email, it assigns a point value. These ‘characteristics’ can include everything from words and topics commonly found in spam emails, to malicious code, and even custom values you set yourself. If the email exceeds the maximum point value you set, the email is flagged as spam.

The lower the score you set, the more email will be caught as spam. For example, a setting of 1 means that only one hit needs to be flagged against an email for it to be considered spam. If you set the score higher, more hits will be required on an email for it to be labelled as spam. So, the lower the score, the more emails should be flagged as spam.

How to set up a Spam Filter Threshold Score

Start by logging into webmail.
Remember, you can log into webmail by visiting webmail.example.com. Also, be sure to use the full email address as the username and the password associated with the email account you are logging into.
Click on Webmail Home button located on the left-hand side.
Click on your email address and select option Spam Filters.
Adjust Set a custom threshold value accordingly.
At first, you can try to use the default value (5). With these settings in place, you should monitor the spam box and inbox closely for a few days to a week (depending on the number of emails you receive). If you see more spam emails being sent to your inbox, you should change your threshold score to a lower value (to be more strict). If you see more legitimate emails being sent to your spam box, you should change the threshold score to a higher value (to be more lenient).

Click Submit to apply your changes.

How to write an email message

Start by logging into webmail.
Remember, you can log into webmail by visiting webmail.yourwebsiteaddress.com. Also, be sure to use the full email address as the username and the password associated with the email account you are logging into.
Click Compose button located on the left-hand side.
Enter the recipient’s email address.
You can use Address Book to enter recipient’s email, just click icon.
Note: See this guide: How to manage your Address Book
You can also Cc (copy) or Bcc (blind carbon copy) your message, just click icon.
Enter the email subject. Then, enter your message.
Click Send button, to send your message.

Optionally you can:
- Send Attachment – click Attach a file button, locate the file and click Open/Upload.
- set Return Receipt (an acknowledgment by the recipient’s email client to the sender of receipt of an email message)
- set Delivery Status Notification (allow you to request a notification, stating that the recipient received your message)

Viewing Emails and Attachments

Start by logging into webmail.
Remember, you can log into webmail by visiting webmail.yourwebsiteaddress.com. Also, be sure to use the full email address as the username and the password associated with the email account you are logging into.
Click Mail button located on the left-hand side.
Select the folder (e.g. Inbox), click on email message to open it.

You can double-click a message to open it in full-screen window.
If the opened message has any files attached, these are listed on the right, above the message text.
Click on the file name to open or download it.

If the file can be displayed directly in the web browser, a preview window will be opened showing the attachment. This will happen for images, text files and PDFs if your browser indicates being able to display them.

Otherwise, clicking the file name will initiate the download process and a dialogue will most likely appear, asking you where to save the file. If that doesn’t happen, check the default “Downloads” folder on your computer for the attachment file.

How to Reply to a Message

Start by logging into webmail.
Remember, you can log into webmail by visiting webmail.yourwebsiteaddress.com. Also, be sure to use the full email address as the username and the password associated with the email account you are logging into.
Click Mail button located on the left-hand side.
Select the folder (e.g. Inbox), click on email message to open it.
Click Reply button.
Type in your reply, and click Send button.
Optionally, you can attach some files to your reply – just click Attach a file button.

How to Forward an Email

Start by logging into webmail.
Remember, you can log into webmail by visiting webmail.yourwebsiteaddress.com. Also, be sure to use the full email address as the username and the password associated with the email account you are logging into.
Click Mail button located on the left-hand side.
Select the folder (e.g. Inbox), click on email message to open it.
Click Forward button.
Enter the email address, to which you would like to forward this message.
Optionally, you can attach some files, and/or delete some attachments.
Click Send button.

Mailbox Folders

On the left side, you see a hierarchical list of all folders in your mailbox. Folders can be used to file email messages by topic, sender, or whatever you choose for organization.

Incoming messages usually appear in the Inbox folder, which is the first item in the folder list. There are some special folders which are used by the system to store sent (Sent) or deleted (Trash) messages and where not-yet-sent message drafts (Drafts) are saved. These system folders are indicated with special icons.

The number of unread messages in each folder is displayed at the right border of the folder list.

Click a folder in the list to show the contained messages in the message list on the right. The currently selected folder is highlighted in the list.

Folders with hidden subfolders are indicated with a small arrow icon, which can be clicked to expand or collapse the folder tree.

Create Folder

Click the menu icon (3 vertical dots) located above the folders list.
Select Manage folders option
Click Create button.
Enter Folder name, select parent folder and click Save button, to add your folder.

You can create sub-folders, just select Parent folder from the list, when creating a folder.

Organizing your Email Messages

You can organize your email messages into folders.
Please see this guide to create extra folders: Mailbox Folders

Special System Folders

Some folders have a special meaning and are used by the system to place messages in.
These special folders are indicated with an individual icon in the list and usually cannot be deleted or renamed.

Inbox – This is where new messages arrive.
Drafts – When composing messages you can save them temporarily as draft. Such messages are stored in this folder and can be picked up for editing here.
Sent – Unless configured otherwise, a copy of each message you compose and send to others will be saved to this folder.
Deleted Items – When you delete a message, it is moved to this folder and not deleted immediately. Note: trashed messages will automatically be removed from this folder after a certain time. You can also empty the trash folder manually.
Spam – Received messages that were marked by the system as spam, will end up in this folder.

How to Move Messages to Folders

Filing messages to specific folders is as simple as dragging a message from the list with the mouse and dropping it on the folder you want it moved to. That also works with multiple messages selected.

If the target folder is a subfolder and not currently visible, just hold the mouse over the parent folder while dragging, and it’ll expand automatically after two seconds. Move the mouse (while dragging) over the folder list footer to let it scroll until the target folder moves into sight.

Searching Email Messages

For searching email messages, first select the folder you want to search in the Mailbox folders list on the left. Then enter the search term into the search box above the message list, and press Enter on your keyboard to start the search. Search results will be displayed in the message list.

Reset the search by clicking the Reset search x icon on the right border of the search box.
Switching to another folder will also reset the search and clear the search box.

Importing Email Messages

The common exchange formats for email are MIME (.eml) and Mbox (.mbox) which are both supported for import.

One or multiple files with either MIME or Mbox data can be uploaded to add email messages to the currently selected folder:

Click the folder where the imported messages should be added.
Click More button, and select Import option.
Select the file to import from your computer’s hard drive.
You can select multiple files in the file picker dialogue by holding down the Shift or Ctrl keys while selecting a file.
Click Import button, to start import process.

Send Email to Selected Contacts

Start by logging into webmail.
Remember, you can log into webmail by visiting webmail.yourwebsiteaddress.com. Also, be sure to use the full email address as the username and the password associated with the email account you are logging into.
Click Compose button located on the left-hand side.
Click Add Contact button.
Click Personal Addresses
You can add:
- single contacts – highlight (click on) the contact, and click Insert button
- whole group – highlight (click on) the group name, and click Insert button
Enter the email subject. Then, enter your message.
Click Send button, to send your message.

I cannot receive email

Troubleshoot Webmail

If you’re stuck and not sure why your webmail isn’t working like it should, try out these ideas to isolate a possible solution.

If you send yourself an email, and it does not arrive in your webmail account, be sure that you are logging into webmail using your full email address as the username.

If you have SpamAssassin enabled on your account, the emails that you are missing may have been identified as spam by SpamAssassin and either deleted or moved to a spam folder. If you see a spam folder, please check it first. If you are receiving some but not all of your email, this is most likely the culprit.
Please see this guide to adjust your Spam threshold: How to set up Spam Filters

Should you continue to experience difficulties, feel free to send a message to our Support Team along with the following information:

Email address that is not working
Explanation of the error and when it occurs
Screenshot of the error and information about when it occurs. You can read about how to take a screenshot here
Details of your operating system and browser: open the website supportdetails.com in your browser and copy the data shown

Troubleshoot Email Client/App

If you are receiving an error, it is best to review your email account’s basic configuration in your email client.
You can access configuration details from your Webmail account:
Please ensure that you are using your full email address as your username.
Please ensure you are using the correct password.
Please ensure that IMAP, SMTP Authentication option in your client email/app is on.
Please ensure that you do not have an option enabled that is similar to, “Log on using Secure Password Authentication (SPA)”

Should you continue to experience difficulties, feel free to send a message to our Support Team along with the following information:

Email address that is not working
Explanation of the error and when it occurs
Screenshot of the error and information about when it occurs. You can read about how to take a screenshot here
Details of your operating system and browser: open the website supportdetails.com in your browser and copy the data shown

I cannot send email

I cannot send email using Webmail

The issue may be temporary. Please wait 10 minutes and try again.

Should you continue to experience difficulties, feel free to send a message to our Support Team along with the following information:

Email address that is not working
Explanation of the error and when it occurs
Screenshot of the error and information about when it occurs. You can read about how to take a screenshot here
Details of your operating system and browser: open the website supportdetails.com in your browser and copy the data shown

I cannot send email using email client/app

If you are unable to send email, but can receive, you should first verify that you have your email client configured properly.
Below are the SMTP SSL settings that should be used:

Username:	your full email address (e.g. info@mycargarage.co.uk)
Password:	Use the email account’s password.
Incoming Server:	mail.yourdomain (e.g. mail.mycargarage.co.uk) IMAP Port: 993
Outgoing Server:	mail.yourdomain (e.g. mail.mycargarage.co.uk) SMTP Port: 465
IMAP and SMTP require authentication.

You can access those details from your Webmail account:

Should you continue to experience difficulties, feel free to send a message to our Support Team along with the following information:

Email address that is not working
Explanation of the error and when it occurs
Screenshot of the error and information about when it occurs. You can read about how to take a screenshot here
Details of your operating system and browser: open the website supportdetails.com in your browser and copy the data shown

I am getting a bounceback message/error

Your email account will return an email if there is an issue. This is in the form of a bounceback message. Typically, these returned messages will let you know why the sent email failed. Some bounceback error messages are easier to understand than others.

Common Bounceback Messages:

Inbox is Full: This is a typical indication that the email recipient’s inbox is full and cannot accept any more messages. There is little you can do to resolve this error message unless you have another means of contacting that person to notify them of the full inbox. They should usually be able to resolve this issue by deleting old emails.
Email Account does not exist: If you send an email and get this message, it’s best to double-check that you have spelled the recipient’s email address correctly. If you are certain that is correct, the email account may have been deleted. If you have another means of contacting the recipients, you may try notifying them of the error.
IP Address Blacklisted/ Blocked: The bounce back message will typically refer to an IP address being blocked and will typically provide a URL with additional information as well.
Greylisting/ Email Message Deferred: Typical messages due to greylisting will usually refer to an email message being “deferred.” Greylisting is a methodology utilized by some mail servers to deter spam. If you send a message to a server that uses greylisting and you are not on that server’s whitelist the receiving server will “temporarily reject” that message and will often return a message that is formatted very similar to a bounce back, but will list the error as temporary instead of permanent. The sending server will attempt to resend the message at a later time, but the recipient will experience a delay in receiving the message. The best way to avoid greylisting is to ask anyone who uses greylisting on their server to add you to their whitelist so they can receive messages from you without delay.
Send Limit Exceeded: On all of our servers, the number of emails that can be sent per hour is limited to 250 per hour with an additional limitation of 50 recipients per message (this includes To:, Cc: and Bcc: fields). If you attempt to exceed that amount, you will receive a bounce back that will say something similar to: “Domain domain.com has exceeded the max emails per hour (250) allowed. Message discarded.”

I cannot log into webmail

If you cannot log into webmail, be sure of the following:

You should log into webmail using webmail.example.com (be sure to replace example.com with your actual domain name).
Please see this guide: How to log in to my email.
When prompted for a username and password, please use your full email address, all lowercase, as the username (and the corresponding email account’s password as the password).

Should you continue to experience difficulties, feel free to send a message to our Support Team along with the following information:

Email address that is not working
Explanation of the error and when it occurs
Screenshot of the error and information about when it occurs. You can read about how to take a screenshot here
Details of your operating system and browser: open the website supportdetails.com in your browser and copy the data shown

How to manage your Address Book

Start by logging into webmail.
Remember, you can log into webmail by visiting webmail.yourwebsiteaddress
Also, be sure to use the full email address as the username and the password associated with the email account you are logging into.
Click on Contacts button located on the left-hand side.

Please see below guides:

Contact Groups

Contacts List

Creating and Editing Contacts

Import/Export

Create Contacts

Start by logging into webmail.
Remember, you can log into webmail by visiting webmail.yourwebsiteaddress
Also, be sure to use the full email address as the username and the password associated with the email account you are logging into.
Click on Contacts button located on the left-hand side.
Click Create button.
Fill in required information and click Save button.

Edit Contact Details

Start by logging into webmail.
Remember, you can log into webmail by visiting webmail.yourwebsiteaddress
Also, be sure to use the full email address as the username and the password associated with the email account you are logging into.
Click on Contacts button located on the left-hand side.
Highlight on a contact that you would like to edit, and click Edit button.
Update the information, and click Save button.

Delete Contact

Start by logging into webmail.
Remember, you can log into webmail by visiting webmail.yourwebsiteaddress
Also, be sure to use the full email address as the username and the password associated with the email account you are logging into.
Click on Contacts button located on the left-hand side.
Highlight a contact that you would like to delete, and click Delete button.
Confirm, by clicking Delete button.

Create Contact from Received Email

Start by logging into webmail.
Remember, you can log into webmail by visiting webmail.yourwebsiteaddress
Also, be sure to use the full email address as the username and the password associated with the email account you are logging into.
Click Mail button, and email message you have received.
Click on the Name or email address displayed in ‘From’ field. Select option Add to address book.

Contact has been added to your Address book.

Note: See this guide to edit contact details: Edit Contact Details

Create a Contact Group

Start by logging into webmail.
Remember, you can log into webmail by visiting webmail.yourwebsiteaddress
Also, be sure to use the full email address as the username and the password associated with the email account you are logging into.
Click on Contacts button located on the left-hand side.
Click menu icon (3 vertical dots), and select Add group option.
Enter a unique name for the new group, and click Save button.

Your group has been created. Now you can assign contacts to your group.

Please see this guide: Assigning Contacts to Groups

Assigning Contacts to Groups

Contacts can be assigned to groups by dragging & dropping them with the mouse.
Select one or multiple contacts in the list (use Select option on top of the list), and drop them onto the desired group.

Note: If your Contact list is empty, you can add create some.
Please see this guide: Create Contacts

Select desired contacts from the list.
Drag & Drop them to your desired Group.

Remove Contacts from a Group

Start by logging into webmail.
Remember, you can log into webmail by visiting webmail.yourwebsiteaddress
Also, be sure to use the full email address as the username and the password associated with the email account you are logging into.
Click on Contacts button located on the left-hand side.
Click on Group Name that you would like to edit.
Select contacts that you would like to remove from this group.
Use Select option and click Selection, to select your contacts in bulk.
Select desired contacts, click on More option and select Remove from group.

Send Email to Selected Contacts

Start by logging into webmail.
Remember, you can log into webmail by visiting webmail.yourwebsiteaddress.com. Also, be sure to use the full email address as the username and the password associated with the email account you are logging into.
Click Compose button located on the left-hand side.
Click Add Contact button.
Click Personal Addresses
You can add:
- single contacts – highlight (click on) the contact, and click Insert button
- whole group – highlight (click on) the group name, and click Insert button
Enter the email subject. Then, enter your message.
Click Send button, to send your message.

Add more contact properties

Start by logging into webmail.
Remember, you can log into webmail by visiting webmail.yourwebsiteaddress
Also, be sure to use the full email address as the username and the password associated with the email account you are logging into.
Click on Contacts button located on the left-hand side.
Highlight on a contact that you would like to edit, and click Edit button.
Click Add Field button to create additional profile fields.
Fill in details and click Save button.
Use Properties, Personal and Notes tabs to add additional information.
To create additional fields, just click Add field button.
Fill in required information, and click Save button.

Upload a Contact Photo

Start by logging into webmail.
Remember, you can log into webmail by visiting webmail.yourwebsiteaddress
Also, be sure to use the full email address as the username and the password associated with the email account you are logging into.
Click on Contacts button located on the left-hand side.
Highlight on a contact that you would like to edit, and click Edit button.
Click on profile avatar, to upload a profile picture.

Contact List Panel

The contacts of the selected address directory or group are presented in this list with their names.
The total number of contacts in the particular directory or group is stated right below the list, as well as the set that is currently displayed.
Use the arrow buttons in the list header to navigate through the pages.

Exporting Contacts From Email Address Book

Contacts can be exported from the address books to vCard file.

Start by logging into webmail.
Remember, you can log into webmail by visiting webmail.yourwebsiteaddress
Also, be sure to use the full email address as the username and the password associated with the email account you are logging into.
Click on Contacts button located on the left-hand side.
Click Export button, to save the exported file on your device.

You can also export only selected contacts.
Just select desired contacts on your list and click a small arrow next to the Export option, then select Export selected option.

Importing Contacts To Email Address Book

Contacts can be imported into the address books from vCard and CSV files.

Start by logging into webmail.
Remember, you can log into webmail by visiting webmail.yourwebsiteaddress
Also, be sure to use the full email address as the username and the password associated with the email account you are logging into.
Click on Contacts button located on the left-hand side.
Click Import button.
Click Browse button, to select your import file.
Now, click Import, to add contacts to your Address Book.

Delete/Rename Group

In the header of the groups list, the menu icon (3 vertical dots) shows a menu with actions related to the selected group.

Rename Group – Only enabled when a contact group is selected in the list below, this will let you enter a new name for that group.

Delete group – Deletes the group selected in the list below. Note that the contacts assigned to that group will NOT be deleted.

Email - Help Center

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What is an AutoResponder

Create an Email AutoResponder

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What are Email Forwarders

Create an Email Forwarder

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What is an Email Filter

Create an Email Filter

How to set up Spam Filters

How Spam Filters Work

How to set up a Spam Filter Threshold Score

How to write an email message

Viewing Emails and Attachments

How to Reply to a Message

How to Forward an Email

Mailbox Folders

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Organizing your Email Messages

Special System Folders

How to Move Messages to Folders

Searching Email Messages

Importing Email Messages

Send Email to Selected Contacts

I cannot receive email

Troubleshoot Webmail

Troubleshoot Email Client/App

I cannot send email

I cannot send email using Webmail

I cannot send email using email client/app

I am getting a bounceback message/error

Common Bounceback Messages:

I cannot log into webmail

How to manage your Address Book

Contact Groups

Contacts List

Creating and Editing Contacts

Import/Export

Create Contacts

Edit Contact Details

Delete Contact

Create Contact from Received Email

Create a Contact Group

Assigning Contacts to Groups

Remove Contacts from a Group

Send Email to Selected Contacts

Add more contact properties

Upload a Contact Photo

Contact List Panel

Exporting Contacts From Email Address Book

Importing Contacts To Email Address Book

Delete/Rename Group

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