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E-mail is not getting to me!

Email serverYou may experience frustration from time to time when somebody says they have sent you an email, yet it does not get to you. There are a number of things all Softflare customers should check before contacting us (some of them being obvious but we mention them anyway):

  1. Is your internet connection actually working? To test this go to Google in your browser and run a search on something (if you are reading this then your connection is probably working...);

  2. Is your e-mail actually working? Are you receiving other e-mails? If you have received no emails at all for the past few hours and you normally receive a regular flow of email you should check our Network Status page to see if we have any reported problems;

  3. Is the mail in your Spam or Junk folder? You should regularly review the contents of the Spam/Junk mail folders both on the server and on your own computer to ensure legitimate emails are not being dropped in there in error (especially if you are subscribed to our Spamflare service). To access the contents of the Spam folder on the server you need to either log in using Webmail or have your email client configured as IMAP. If you are using an email client such as Outlook or Thunderbird and your account is configured as POP then you will not automatically see any Spam emails on the server;

  4. Is the attachment too large? We have an imposed 20mb limit on email attachments. If your sender has sent you an email that is greater than 20mb in size it will be rejected. Similary if you try to send an email that is larger than 20mb it will not leave your Inbox because the server will reject it.

If you are sure none of the above apply, then contact us for support in the normal way.

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