General FAQs

We have a user with a .co.uk address, can we add the .com to the service and without any additional changes?
Yes you can add the .com to the Control Panel at no extra charge. Simply add it as a sub domain of the .co.uk address.
Wed, 7 Jan, 2015 at 8:44 AM
Users in the Control Panel
User Types Users who are greyed out are users who are marked unconfirmed - This means that the user has not logged into the control panel usin...
Wed, 7 Jan, 2015 at 9:14 AM
Why aren't attachments showing up in my recipients email client?
Assuming that the sender is composing their emails in Outlook in an RTF Format (which is the default format setting for MS Outlook). This will necessitate t...
Wed, 7 Jan, 2015 at 8:44 AM
Infomail (marketing email) filter
Infomail If the user wants to receive mail, that is currently being filtered by Infomail, they can Whitelist the Senders email address. Every Whit...
Tue, 22 Nov, 2016 at 1:26 PM
If a domain is taken offline how long will you allow email to be deferred for? And Is there any way to setup an auto-reply to for all inbound email explaining the situation?
This knowledge base article is only applicable if the destination server is unreachable and the customer does not have the continuity service enabled. ...
Wed, 7 Jan, 2015 at 8:45 AM
Why am I having problems logging to the Control Panel following an update?
After an update has taken place you may need to empty the cache in order to access the Control Panel and all its updates. Press together CTRL+SHIFT+...
Wed, 17 Sep, 2014 at 1:56 PM
Can I re-deliver inbound email?
Clean e-mails can`t be re-delivered unless the client uses our Archive or the Continuity Service. If they have this service then e-mails are stored and can ...
Wed, 7 Jan, 2015 at 8:46 AM
Domains that are not registered within our system
It is our policy that we do not relay email from domains that are not registered within our system. Sending email from “alien” domains through our relays wo...
Wed, 7 Jan, 2015 at 11:39 AM
Do your filters scan emails for profane words or phrases?
We scan for many words, phrases and combinations of words for the purpose of categorising infomail, spam, virus or clean/whitelist but not for specific swea...
Wed, 7 Jan, 2015 at 10:05 AM
I have received an email which was caught as a virus but after releasing it I have found that it is simply a false positive and does not contain any malware. Do I have to notify you of this?
There's no need. When a customer releases a virus from their spam report, our second line engineers are automatically informed. They then look at the ru...
Wed, 7 Jan, 2015 at 10:05 AM