Frequently Asked Questions
- About Our Accounts
- How do I renew a FREE subscription?
- How do I close my account?
- How much do your packages cost?
- How do I upgrade my account?
- Email Account How-Tos
- How do I change my email address or username?
- How do I set up/manage my aliases?
- How do I use multiple identities?
- How do I set up email filters?
- How do I use message highlighting?
- How can I archive my emails for safekeeping or transfer?
- Getting Started
- New Graduate FAQ
- I can't remember my password!
- How do I import my emails and contacts from another email ac...?
- I would like to use an email program, such as Outlook or a m...?
- Something's Wrong...
- I can't Migrate my Student Emails! Is there another way to d...?
- I don't think I am receiving any emails.
- My email forwarding is not working.
- Emails people send to me are bouncing back to them!
- I can't send/receive emails from my mail client/phone.
- Tips and information
- What does this mean?
Log in to the My Account dashboard. From within webmail, this is done by clicking on the ‘My Account’ button at the top right hand side of the page.
You should then be taken to a new page where you can see a list of all your email accounts. If you have any webhosting accounts, they can be found under ‘My Accounts > Simple Hosting’ on the side panel of the page.
To upgrade, simply click on the blue 'Free webmail' button (or the title of your current subscription) on the desired account.
On the next page, click ‘Select’ or ‘Add’ for the package you would like to upgrade with. It will then be added to your basket.
When you are finished, either click ‘Checkout’ after adding to your basket, or select ‘View Basket’ on the right hand panel.
A summary of your order and total will then be shown. If you are happy with your choices, click ‘Pay’ at the bottom. Otherwise, choose ‘Changed your mind?’ to be taken back to the package list, or ‘Empty’ to clear your basket and start again.
Once you have selected ‘Pay’, you will be asked to choose your payment method. Choose between Card (via SagePay), Cheque (by post) or set up a Direct Debit (via GoCardless).
If it is your first time choosing the card option, you will be asked to fill in your card details and other relevant information before clicking ‘Proceed’ at the bottom.
Otherwise, you can click ‘Use’ next to an existing card shown at the top.
After selecting Direct Debit, you will be taken to GoCardless to set up a recurring payment.
Once completed, it usually takes around four days for payments to be confirmed, though your account will be upgraded immediately.
Should there be any problems with the payment you will be notified and your subscription will be reverted.
If you select cheque, the system will provide you with details of where to send the cheque, for what amount, and give you an order number to write on the back.
Whilst paid/trial accounts will simply be downgraded to the free webmail service if no form of renewal is made, you can request a full cancellation of the account with permanent deletion of all email data.
Such cancellations can be requested by contacting the helpdesk from your registered account or alternative email address.
From 28 days before your account renewal date, you will start receiving reminder emails. If you choose to downgrade, your account will be automatically renewed each year for free, unless it is upgraded in the meantime.
To renew with the free account option, first log in to the My Account dashboard. From within webmail, this is done by clicking on the ‘My Account’ button at the top right hand side of the page.
You should then be taken to a new page where you can see a list of all your email accounts.
Click on the 'Payment Portal' link on the right hand panel. Your upcoming renewals will then be displayed. Select ‘Renew’ next to the relevant account.
On the next page, click ‘Select’ under the free account option. It will then be added to your basket.
When you are finished, either click ‘Checkout’ after adding to your basket, or select ‘View Basket’ on the right hand panel. A red warning box may be shown if you are downgrading from a paid subscription.
*BEFORE DOWNGRADING* Please check your current quota usage. If you are using more than 100MB, then downgrading will push your account over quota and may prevent you from receiving new emails. You will also no longer be able to use an email client such as Outlook or a mobile phone with your ed-alumni.net email account.
A summary of your order and total will then be shown. Click ‘Confirm’.
On the next page, the title ‘No Payment Required’ will be shown. Click ‘Select’ to complete the renewal.