Customer Support
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How do I access my Web Mail- Go to http://www.yourdomain.com/webmail and enter your username and password.
Substitute www.yourdomain.com for you domain name.
Select the most appropriate client to view you email.
You can also access you email via your cPanel, by selecting Read Webmail under the Mail section. - Which webmail client should I use?
- This is down to your own preference.
Neomail is due to be remove from cPanel
Horde - requires more setup before it can be used, but contains more features.
Squirrelmail is the simplest. - What is Spam?
- What is Spam
Spam is unsolicited (the recepient didn't request it) e-mail, often of a commercial nature, sent indiscriminately to multiple mailing lists, individuals, or newsgroups.
We have strict policies in place for spam prevention and do not tolerate the sending of spam via our servers. In addition, the same strict policies are in place for the hosting of 'spamvertised domains' (domains being advertised in spam sent via other servers).
All clients should read our terms and conditions for our policy in this area. Breach of our spam policy is grounds for immediate account suspension. - What is Spam Assassin?
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Spam Assassin is a mail filter in cPanel which helps to control the receipt of spam. By utilising a set of 'rules' Spam Assassin will remove junk mail from your account automatically or mark it as such so you can sort it locally (via your email software).
To turn your cPanel Spam Assassin on, login to your Control Panel, enter the 'Mail Manager' menu, and click on 'Spam Assassin'. From there, you can choose to enable or disable the Spam Assassin and set the options it uses when checking email. - What is mail manager?
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Inside your cPanel Control Panel, you'll find a section labeled 'Mail'.? The cPanel Mail Manager is a powerful tool designed to help you get the most from your?hosting account.
Through the Mail Manager, you're able to access webmail, add/remove individual mail accounts, set a default mail address, block an email, modify your MX records (extreme caution required when altering MX records), control SPAM, plus setup autoresponders, forwarders, and mailing lists. - How do I add or remove email addresses?
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Login to your cPanel Control Panel and enter the 'Mail' menu. Choose 'Add/Remove Accounts' from the list of options. Here, you'll see a listing of the current email addresses associated with your hosting account and the chance to see how much space each is taking up.
You may elect to delete currently active email accounts or add new accounts. To add a new one just enter the required email address, password to access it and assigned quota. Upon hitting the button it will be setup and active. - How do I block SPAM?
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If you would like to delete messages that are marked as SPAM, please read the following instructions.
First turn your cPanel Spam Assassin, more details can be seen here.
In cPanel, click on the 'E-mail Filtering' link under the Email Management Tools section.
Click on the 'Add Filter' link.
Now, choose "SpamAssassin Spam Header", "begins with", and then enter "Yes" (no quotes) in the box.
Click the submit/activate button.
All e-mails that are marked as SPAM by Spam Assassin will now be deleted from the server and will not appear in your e-mail accounts. - How do I block email?
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Another way to prevent repeat incoming unwanted email, is to block an individual email address. Once you're logged in to your cPanel, click on 'Mail' from the menu, and choose the Email Filtering' function. From that screen, you'll be able to view your filters and set new ones with the link at the bottom which will help to control inbound mail to your account. You may wish to block mail by:
Sender
Subject
Message Header
Message Body
Please be careful when using the feature to make sure you don't block legitimate or all your email by mistake. Also, please do not use special characters (hash, star, hyphen, etc, etc) in the blocking rules as these are likely to break your email. - How do I setup mail forwarding?
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Login to your cPanel, enter your 'Mail' section and pick 'Forwarders' then 'Add Forwarder'. Here, you can enter any valid email address at which you'll now be able to pick up mail from your domain based account.
When active, this feature will send a copy of any email received at this email address to the second email address entered. A use for this includes forwarding messages to SMS provider email addresses or other members of staff. - How do I set up mail autorespond?
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If you would like to setup an autoresponder for an e-mail address, you first need to make a choice. Do you to collect/forward all e-mails, or delete them once the autoresponse is sent?
If you would like to collect/forward all e-mails you first must setup a POP3 e-mail account or an Alias/Forwarder in your control panel.
Click on 'Auto Responders' under the Email Management Tools section.
Email: E-mail address that you would like to use as the autoresponder.
From: Enter your name or company name.
Subject: Enter the subject of the auto responder.
HTML Message: Send message in HTML format?
Body: Message contents of the autoresponder in this field.
Click on the 'Create' button.
Please keep an eye on any e-mail accounts that have autoresponders setup. Sometimes the account will get stuck in a loop (autoresponder sends to another autoresponder and doesn't stop) which can spike the server load. - Can I operate mailing lists?
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Email mailing lists are allowed with some conditions in place.
Firstly, we do not allow 'safe lists' or other similar schemes whereby advertisers trade email contacts. In addition to this, the vast majority of email address lists available for sale on the internet as 'legitimate opt-in lists of contacts who have agreed to be sent advertising emails' are fake and will lead to large numbers of spam reports so we do not allow the use of these purchased lists - all addresses on a mailing list must agree to be sent emails specifically with the website sending the emails (see below).
We recommend the use of an application called Dada Mail due to it's large amount of features, ease of use and server resource usage (eg ability to 'batch send').
Anyone operating a mailing list should first pay careful attention to our terms and conditions in this area where we set out some rules relating to: Absolutely no spam (unsolicited bulk email) All subscribers to the mailing list must have specifically agreed to be on the list and receive mailings via opt-in methods (opting in with the site sending the emails) All mailings must contain clear and concise unsubscription instructions We strongly recommend that anyone operating a mailing list follows the guidelines below to minimise problems with mailings:
Double Opt-In
An opt-in method of list subscription is where the subscriber asks to be put on the list by, for example, entering their email address in a website form to become subscribed.
We strongly recommend that list administrators employ double opt-in methods whereby the subscriber has to authorise being added to the list after submitting their email address. This usually takes the form of an automated email being sent to the address submitted where a link needs to be clicked to confirm the subscription.
Not only does this get extra confirmation from the client, it also ensures that the email address is valid (avoiding problems with email bounces when sending to the list) and also that the email address is owned by the person subscribing (avoiding problems with people entering addresses not owned by them on website forms).
Unsubscribe Instructions
All emails sent to the mailing list must contain clear instructions for unsubscription. We strongly recommend that subscribers are offered the ability to unsubscribe via an online web link (most mailing software is capable of this) and not by replying to the email with a special subject line as most do not feel comfortable replying to an email they consider as unwanted.
In addition, we recommend that the instructions for unsubscribing to the email are shown clearly (not in tiny text) both at the top of the email and at the bottom (or just at the top at least).
Email content
We ask that emails sent to mailing lists do not primarily focus on advertising websites owned/operated by the client but not hosted with us. To advertise these websites a mailing list should be operating on the server they are hosted on.
We also recommend that all emails contain an opening paragraph detailing who the email is from, why it is being sent (eg because the subscribor asked to be kept informed via the list) and what the email is about (eg advertising new product line). We ask that websites are clear on the volume of mailings (eg weekly, monthly, etc) and content of mailings (eg announcements only, sales, etc) so that the subscriber can see this before subscribing.
The guidelines above should result in no (or very few) problems relating to spam reports being sent by receivers of email they consider as spam which by law we are required to investigate with utmost urgency. - How do I use mailing lists
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If included in your specific package, your account includes popular mailing list software known as 'Mailman'. You can add a mailing list to your hosting account by simply logging into your cPanel, choosing the 'Mail' option and then clicking on 'Mailing Lists'. Once inside your Mailing Lists menu, choose 'Add List' from the options menu and enter in the pertinent information for 'List Name', 'password', 'domain' and click the 'create' button. Your Mailman Mailing List has now been created.
To manage your mailing list, choose the 'edit' button from the Mailing List menu, at which time you'll be prompted to enter your password to gain access to the administrative section of your mailing list. Once logged in, you will able to adjust a wide variety of settings associated with your mailing list.
When you no longer need your mailing list to be active, choose 'delete' from the Mailing List menu. Warning: Deleting a mailing list will delete all files associated with that list, including current mail, archives, and member email addresses. - How do I change an email password?
- To change the password associated with individual email accounts, login to your cPanel and enter the 'Mail' menu. Choose the 'Add/Remove Accounts' option from the menu. Once inside the Mail Accounts Maintenance menu, you'll be provided with an option to 'Change Password'. Click the link provided, enter your new password into the password field, and click 'change' button.
- What's going on with my email? When I try to access it, I receive a "host does not exist" or a "cannot authenticate" error message.
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This can happen for a number of reasons, but in most cases, it's because your new DNS records have not fully completed the propagation process yet. Consequently, you may be trying to access your old email account on your "old server", which you may have already cancelled, or it's in a state of DNS flux, which means it points to the new server one moment, and the next, points back to the old server.
Give it some more time and it will eventually settle down. In the meantime, consider accessing email from your account using the WebMail based reader. If your domain has not propagated as of yet, you can access your email account via WebMail with your IP number. Example: http://83.223.116.145/webmail/ which will allow you to access your default mailbox on your account.