Support site for email

Frequently Asked Questions

I can't remember my password!
For assistance with this, click here.
I would like to use an email program, such as Outlook or a mobile device to send/receive my email.
For assistance with this, click here.
This email claims to be from you... is it?

Occasionally you may receive an email that claims to have been sent by us or from a department within asking for information on your account.

Any email that asks you for your username, real name, date of birth, course studied, years of study, security question/answer and most importantly your password IS ALWAYS GOING TO BE FAKE.

Nothing happens such as 'deleting unused accounts to create space for new ones', 'performing maintenance on the server' (that requires your account information) nor do we require your account details to unlock your account. These are all common reasons given by phishing scams designed to trick you into handing over your account details.

Regardless of the reason, we will never ask you for your details as we have that information already when you registered with the service. Why would we need to ask you for it again?

Emails we send to you will address you by name and will be signed Aluminati, not 'Account Team' or by the Edinburgh University IT department.

Remember: Even if the email is addressed properly, has the service logo on the HTML version of the email and is appropriately signed by an Aluminati department - if it asks you for your account details it is still always going to be fake.

If you get one of these emails please forward it to or by using the contact form here on the website and then delete the email yourself.

Never reply to any of these emails, even to give them fake account details. Doing so confirms that your email account is active and being read. All you'll achieve is more spam being sent to you!

New Graduate FAQ

Will my student email account remain open after I leave?

After you graduate, your student email account will close. You will be notified of the exact date by the institution's IT department. Once it is closed, you will no longer be able to receive, import or forward emails from the account.

I want to keep my student account/I am not graduating.

Your account is created because you are on a list given to us of this years' graduates. If you are staying on, you will need to contact the IS helpline to see if your SMS account can be kept open.


How do I migrate my student emails to Alumni Email Service?

To migrate your emails from your SMS account, simply log into the MyEd portal and click on the 'Email' tab. There will be a 'Migrate' button. Click this, and your import will start automatically. Once your emails are imported, new emails sent to your SMS account will be forwarded to your account. 

If you cannot see the Migrate button, please contact our helpdesk for assistance. 


Why has my email migration stopped/failed?


If you notice that the import of your emails has stopped, cancelled or won't start, there will be an error message displayed beneath the IMAP import boxes indicating the import status. 

A comment such as 'Folder Gone', 'Suspended' or 'Unavailable' indicates that your student email account may have been suspended or closed. 

For more information on your student account, you will need to contact your institution's IT department. 

If you know that your student account is still open, you can log into it and the password hasn't changed, then please contact our helpdesk with as much information about the problem as possible, and/or the exact and full error message. 


What happens to new emails sent to my SMS account after migration?


Once your emails are imported, new emails sent to your SMS account will be forwarded to your account. 


How long does migration take?


Migration is not instant. Your migration request is placed into a queue with all other members and processed in turn. Usually your folders will be imported within 48 hours, but you should still allow a minimum of TWO WEEKS for your import to complete, especially during busy times of the year (e.g, June/July, December). During graduation seasons, migrations can take up to a month.


-The queue is processed on a first come, first served basis.
-Your emails are copied over to your domain inbox, the original emails on the University server are NOT deleted.
-You do not need to remain logged in during the import, the process is handled entirely by our servers.
-Please do not change your student password after starting this process, as this will cause the import to fail and you will need to re-queue your folders.


I see my first year is sponsored by the University - what does this mean?

All Alumni that sign up the same year receive a free 12 month subscription to our 'Professional' level account, sponsored by the University. You can accept the free sponsorship when you register.


What is a Graduate Account?


For 2 years after your graduation, you will be eligible for a Professional account at a discounted rate, named the 'Graduate' account.


How do I choose the free account option after my sponsorship?

If you choose not to renew your account at an enhanced level after your free trial, you can downgrade to the free account option.

The free account comes with 100MB quota, and and full webmail access.

Please note, if you wish to connect your phone or email software you will need to choose an account with IMAP or POP access".


I have a question that is not answered here!


Please take a look at our help pages. If you still require assistance, you can contact our helpdesk.