Email Support Articles

If you're encountering issues that involve duplicate copies of emails appearing your inboxes, there might be a simple solution. Some common causes of this issue involve:

• Rules
• Multiple accounts
• Profile recreation
• Synchronization tools
• Virus scanner/firewall

For more information, please use the following article for reference.

Duplicate E-mails: Prevention and clean up tips

If you are setting up your email software (e.g., Outlook, Thunderbird), you must indicate how you want to receive email-either with a POP connection or an IMAP connection. IMAP is quickly becoming the preferred method, since it gives you complete access to all email and all email folders, from multiple computers or mobile devices.

POP

When you check your email with a POP connection, new email messages are downloaded to your computer and are then deleted from the email server.
Access: Since your email is stored on your computer, you must be at your computer to access your email.
Storage: You don't need to worry about running out of online storage space. Since you're downloading your emails to your computer, you can keep as many emails as your computer can store.
Backup: You should implement an effective backup system for your computer, in case you need to retrieve lost or deleted emails.

IMAP

Internet Connection: You will need an Internet connection to download email, but you can view your downloaded email offline (i.e., without an Internet connection).

When you check your email with an IMAP connection, you are accessing and managing your email directly from the email server.

Access: Since the emails are stored on the email server, you can access and manage your email and email folders from multiple computers or mobile devices.

Storage: If you have limited online storage space, you may need to delete some emails periodically to avoid exceeding your storage capacity.
Backup: Email is automatically backed up every evening; so, if you accidentally delete an email, your email administrator can retrieve it - even up to 14 days later.
Internet Connection: If you do not have an Internet connection, you cannot access your email.
Note: By default, email software applications (e.g., Outlook, Thunderbird) store your sent, draft, and trash email on your computer, rather than storing it on the email server (as it should with an IMAP connection). You may need to make some adjustments to your email software setup so that sent, drafts, and trash email will be stored in your online Sent, Drafts, and Trash folders.

If someone has been attempting to send email to your email address, only to have them returned, you should ask what error message the sender is receiving. If the error message is "Mail quota exceeded" then you have reached your mail storage limit. There is no more space on the mail server to hold your messages. This error is relatively simple to fix.

Using your webmail

1. Log into your email account through your computer's email client or through the "Webmail" link for your domain eg. ( http://webmail.yourdomain.com )
2. Click on "Inbox" and delete email messages that you don't want to keep. If necessary, you can store some messages on your computer's drive or on an external device.
3. View the "Storage Indicator" on the Webmail site. This will show you the amount of free space available for your messages.
4. Repeat Step 2 with your "Sent" folder, "Drafts" folder, "Trash" folder and any other folders you have created.
5. Important: Make sure to click the "Trash" folder to select it and then click on the "Empty Trash" icon. This will permanently delete the mail off the server.
6. Send yourself a test email message or have a friend email you to ensure that your email messages are now coming through.
   
   

Purge messages 

1. Select Edit | Purge | Purge Marked Items in All Accounts from the menu.
2. This will purge all deleted messages from all IMAP accounts. Of course, you can also choose to purge in only the current folder or its account.
   

Our servers are configured with multiple layers of software for the purpose of identifying and minimizing the amount of spam related email coming to your email accounts. Statistics indicate that the vast majority of emails on the internet are unsolicited spam.

If you are experiencing perceived delays receiving emails, it may be related to "greylisting". Greylisting is the technique of denying mail delivery the first time a sender tries to deliver to a recipient.

The next time the remote server attempts to deliver the message, it is accepted. Future messages from the sender to the recipient are then allowed. With Graylisting enabled, our mail server will "temporarily reject" any email from a sender it does not recognize. The originating server will try a new delivery, usually in a few minutes, and if the mail is legitimate, it will be accepted.

If the mail is from a spammer it will probably not be retried, as spammers go through thousands of email addresses and cannot afford the time delay to retry a particular message. Standard mail servers, however, always attempt to deliver messages again if they are rejected with such a “temporary” error message, in accordance with the SMTP RFC specifications.

Switching off greylisting is an option but we highly recommend not doing so as it could result in a significant increase in unsolicited mail.