Support site for email

Frequently Asked Questions

How do I import my emails and contacts from another email account?

One-off Email Data Migration (Method: IMAP Connection)

Our simple migration tool within webmail is the easiest way to pull down your email. It is available under Options > "Import External Email" once you have logged into webmail. On the right hand side you will see the IMAP Import section. Enter in the login details of the account you wish to migrate and press Begin.

There may be server information already in the IMAP Server box.  You will need to change this to the server relevant to the account you are importing from. 

Manual Email Data Migration (Method: Client Drag and Drop)

This way to move data from your previous account involves setting up both accounts within an email program such as Outlook or Thunderbird. Once you have access to both accounts, you can simply drag and drop emails from your old account to your new one.

Note that you should make sure that your Edinburgh account is set up using the IMAP protocol. There is a help article available to assist in setting up your mail client.

Address Book Migration (CSV export-import)

Migrating your address book from another email system is very easy. Simply log in to that email account and select the option to export your address book. Save it in a place you will remember (e.g. on your desktop) and give it a name such as addressbook.csv. Most decent clients will allow you to export to CSV.

An optional but recommended step would be to open the file first in Excel. Excel can read CSV files and this will allow you to quickly correct any mistakes in the export. Each address book entry should be on its own line. Make sure to save the file as a CSV (Comma or Tab Delimited File) before you upload it. Do NOT save as an Excel spreadsheet.

Log into your Alumni Email Service account and click on ADDRESSES. Near the bottom you will see "Import CSV file". Click on browse and select your saved exported address book. Click on "Import CSV File".

On the next window you will have to define which columns are to be used as nicknames, email addresses etc. It should be fairly obvious. Entries corresponding to GROUPS are not yet supported. You can place a tick next to rows you wish to exclude from the import.

Click FINISH at the top and you are done.

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.