Support site for email

Frequently Asked Questions

How do I set up/manage my aliases?

Once logged in to the 'My Account' dashboard, click on the Manage Aliases link.  It will look something like this:

           + 3 Aliases (manage aliases)

To add a new alias, click on Payment Portal under 'Billing' on the right hand side. 

Browse to find the account you wish to upgrade on the left hand side, under the relevant heading.

The next page will show you what accounts you currently own.  Click on the 'Upgrade' button next to the one you wish to change.  On the next page, just scroll to the bottom to see the Alias bolt on. 

You can update an alias as much as you want, but when you update it, it will delete the old one. If an email is then sent to the old alias, it will be bounced back to the sender. The new alias will work straight away.

You can also set up your account to send emails from your alias using Multiple Identities.

How do I use multiple identities?

Multiple identities are a way to configure your account to send from other email addresses that you own. This allows you to manage your various email accounts from within your webmail one.

In your webmail account, select OPTIONS > PERSONAL INFORMATION. Under the ‘signature’ box, click the EDIT ADVANCED IDENTITIES link.

Here you can add, edit or delete your identities. You can add as many as you want. If you have a nickname set up on your account already, you can set up an identity to send from that nickname.


In the FULL NAME box goes your name. This will appear as “Your Name” . SIGNATURE contains wording that you want all your emails to end with, for example, ‘Best wishes, Joe Bloggs.’ It then puts this at the end of all the emails you compose, so you don’t have to type it in every time.

In the E-MAIL ADDRESS field, enter whichever address you like, however, any email address you use for an identity MUST ALREADY EXIST. If you send an email from one that does not exist, any replies to it will either bounce back to the sender or be lost.

When you are finished, just click any one of the SAVE/UPDATE boxes. It will save all of the changes you have made. When you want to send from another identity, just go to compose a message, click on the drop down box labeled FROM, and choose which email address you want to use.

When you reply to an email sent to that address, the system will intelligently ensure that you respond using the correct address. It is that simple!

How do I set up email filters?

First, log in to your webmail account. Then go to Options > Mail Filters.

Here, just click on 'New Rule'. The rules are instructions informing our system how to filter your email.

In the 'Name of Rule' box, choose a title for your rule to help you remember what it’s for, such as ‘Emails from Family’.

Mail Filters Page


In the 'Conditions' area, there are several drop down boxes. These are conditions that need to be met before an email will be filtered. Let’s say you want to automatically file emails from a particular person/company into a certain subfolder. You will therefore need to filter their email address.

First, select 'From' in the first drop down menu. This indicates that the filter will look in the ‘From’ or senders email address. Leave the middle box as 'Contains', unless you want to be more specific.

In the last box, just type in the Email Address of the person/company you want to filter. You can enter more email addresses in the other boxes if you wish.

If you want to match more than one email address, you will need to change the little drop down menu marked 'All' the 'Any'. This is because selecting 'All' indicates that all the conditions that you type in must then be met before it is filtered. This is useful if, say you only wish to filter emails from a certain sender if it has a certain word in the subject.

Choosing 'Any' means that if any one of the conditions are met, then the filter will be activated.

Next you can choose what you want to do with the emails received from these addresses. Clicking the first drop down menu under 'Action' shows you some options. These are explained in the Tips section at the bottom of the page.

You will need to use the second drop down menu with the label 'folder' if you chose to move or copy the filtered emails into a folder.

You can also choose to forward these emails on to someone else. Just type the addresses of the person/people you want to send them to in this box. Remember to separate each one with a comma.

Once you are happy with your settings, just click save at the bottom.

You should then see your filter underneath 'New Rule'. The Tips at the bottom of the page explain what you can do if you set up multiple filters. If you set up more and wish to select more than one, just click the little tick box next to the title.

One thing to remember is that filters are applied in order from top to bottom. If an email would match more than one filter, it will be caught by the first one it comes to. The exception is if you use the ‘Copy to’ action, the filter effect is applied and the original email continues to be matched against the rest of the filters. Should no other filters match, the copy of the email will be delivered to your Inbox as normal.

How do I use message highlighting?

Message highlighting is a way of making certain emails, or emails from particular senders stand out more. It means that when you look at your inbox or folders, those emails will be highlighted in any colour you choose - making them more visible for you.

In Webmail, go to Options > Message Highlighting. Click on the little plus icon next to 'Add Rule'.

Choose a name for your rule to describe it, such as: Emails from Work, Family, etc.

Now you just need to choose the conditions for your rule, selecting the field in which you wish to match again. For example, if you choose 'From', it will look for matches in the email address.

In the box labelled 'Matches', you can put in the whole subject or email address, or just part of it, such as the company name. (E.g., nhs,, etc.)

Now you can choose the colour you want the messages to be highlighted in, by typing it in the box, clicking on one of the colours shown, or selecting the one you want from the drop down box

In the box next to 'Colour', you need to write in a colour's hex code, rather than the name. If you don't know what hex code is, just ignore it and use the other options.

Once you are happy, just click 'Save Changes'.

You can add more than one rule if you wish, and have emails from different people or companies in a different colour.

To delete a rule, under 'Message Highlighting' where you can see a list of your rules, just click on the red cross next to the one you wish to delete.

How can I archive my emails for safekeeping or transfer?

If you want to archive less than 100 messages at a time

(This method is best for archiving fewer than 100 messages at a time.)

In Webmail, go to Options > Archive Settings. Under 'format emails as:' choose EML Messages, and save it.

Then, go to your inbox, or to the folder that contains the emails you want to archive. Select the emails you want to save, and click the drop down box on the right above the email list marked 'With selected…'. Choose 'archive', and save wherever you want to on your computer.


If you want to archive more than 100 messages at a time*

(This method is best if you want to archive more than 100 messages at a time, and is generally recommend as a much more convenient way of downloading emails to your computer.)

Set up a mail client (such as Outlook, Thunderbird, or Mac Mail) to connect with your account via IMAP. If you are not sure how to do this, this article will help you.

Once you have your email account set up, just drag and drop the chosen messages to a 'local folders' file on your computer. At this point you will want to make sure your computer is backed up, as those files will no longer be on our servers.


*Only available to members with a package allowing remote access.

How do I change my email address or username?

If your personal details have changed (for example, after getting married), you may wish to change your email address to reflect this.


Before looking at altering your ‘primary’ address though, you might consider adding or using one of your aliases as an extra email address.  This can be especially useful if you would like to retain your old address in case you are still contacted on it.

You can add an alias by going to My Account > Manage Aliases.

You can also set up your account to send from your alias by using Multiple Identities.  This enables you to choose which address to send from using a drop down menu in the compose window.

You can also go to Options > Personal Information and enter your preferred email address as the 'Reply-To' address, and set a default one to appear on outgoing email.

This method is the simplest and minimises disruption to your account.

Email Address Change

If you still wish to update your email address, please contact our helpdesk from your alternative email account with details of what you would like it changed to.

After we start the process, it will take 24 hours before it is switched over.  Once it is completed, a temporary alias of your old address will be automatically created for 30 days to give you a chance to inform your contacts about your new one.

Once the change has been completed, you will need to go to OPTIONS and enter your new email address into the 'E-mail Address' field (if you are using the basic options page) or to OPTIONS > PERSONAL INFORMATION and change the appropriate field there (if you are using the full options page).  Otherwise replies to your emails will still go to your previous address.

You will receive an automatic email confirmation at the start, and the next day when it completes.


PLEASE NOTE:   If you already own the email address in question as an alias but wish to use it as your primary account, then the alias will need to be changed or removed before we can begin, as the system will not allow use of an address that is already in use.  

Emails sent to your alias address during these 24 hours will bounce back to the sender.

Username Change

The procedure for changing your username is the same as for your email address, except the change is immediate rather than taking place the next day.  It has no affect on your email address.