create email webmail account service
FAQ topics
Account (change address and others settings, cancel)
Bonus program
ControlCenter (alias, rules, autoreply)
Invoice
Languages (Chinese/Korean/Arabic/Russian/etc.)
Password
Security
Setup Email Client (iPhone/Outlook/Thunderbird/mobile phones and others)
Sms / fax
Spam / Spam filter / anti virus protection
Troubleshooting (over quota, session expired, no access)
Upgrade (account, storage,etc), Downgrade or add new services
Webmail

Account (change address and others settings, cancel) [top]
Q:Can I change my email address?
A:Yes, you can change your address. However we recommend using alias addresses (only available with Standard and Professional Accounts) if you want to change your address.

To change your email address, please proceed as follows:
Please go to the ControlCenter and click on "Accountdata" in the navigation menu on the left; enter your new email name into the field provided next to "Your Email Name", select a domain name from the drop-down menu next to it, re-enter your password for confirmation and click on the "Save changes" button at the bottom of the page.

Please note that your login name changes too. Check your new login name after your address changes have been confirmed. To check the login name just click again on "Accountdata" in the navigation menu on the left.
Q:Can I upgrade/downgrade my account?
A:Yes, to upgrade/downgrade your account, please proceed as follows:
Go to the "ControlCenter" and click on "Accountdata" in the navigation menu on the left.

If the different account types are listed, choose the account type you would like to upgrade/downgrade to, confirm the change with your password, and click on the "Save changes" button at the bottom of the page.

If the account types are not listed, scroll down to the properties section and click on the link "Change your account type". Follow the displayed instructions.
Q:How can I increase my mailbox size?
A:To increase the mailbox storage space you have two options.
    2. Upgrade your account. If you have a Basic or Standard Account you can upgrade to an account with a bigger mailbox size. If you have a Professional Account just send us a request with the desired mailbox size.
    3. Use our storage increase program: Storage increase program
Q:I need more aliases/sender names/white list/mailing lists and so on.
A:If you want to extend the capacity of your account please upgrade to the next level (Standard or Professional Account).
If you already have a Professional Account please send us a request (which feature you want to extend to which level, e.g. I need three more alias addresses) using our support form.
Q:How do I cancel my swissmail.org account?
A:30 days before the yearly fee is due an invoice is automatically sent to your email address. If the invoice isn't paid the account will automatically be deleted when the account expires. We still ask you to send us a request to delete your account.


Bonus program [top]
Q:Where do I find more information about the bonus program?
A:For more information please follow the link: bonus program


ControlCenter (alias, rules, autoreply) [top]
Q:How do I define a rule?
A:
    2. go to the ControlCenter and click on the "New Rule" button;
    3. select what you want to do with a message;
    4. decide whether this rule applies to all incoming messages or only particular messages and define the criteria accordingly and, if you want, define an autoreply message;
    5. decide which priority you want to give to this rule (note: Priority 1 rules are checked and executed before Priority 2 rules and Priority 2 rules are checked and executed before Priority 3 rules, i.e. lower priority rules will not apply if the rule with the higher priority was applicable to the incoming message);
    6. click on the Save button.
Q:What is an alias?
A:An alias address (or pseudonym, nickname, etc.) is most often used to surf, chat etc. on the Internet to hide your real identity or to define a role like webmaster@swissmail.org. Messages sent to such aliases will automatically be forwarded to the mailbox they belong to, i.e. to the primary address. For this reason, an alias address cannot really be treated as a separate mailbox.
Q:How do I create an alias?
A:
    2. go to the ControlCenter and click on "Aliases" in the navigation menu on the left;
    3. enter an email address into one of the fields provided, choose a domain name from the drop-down menu and click on the "Save Changes" button.

    To use the alias address in WebMail you must define a new identity for the alias address.

    To create a new identity please proceed as follows:
    1. Click on Office, then Options and finally "Personal Information";
    2. From the drop down menu "Select the identity you want to change:" select "Create a new one".
Q:How do I define an "out of office", a “vacation” or other autoreplies?
A:To set an auto-reply please log into your swissmail.org account;
select "ControlCenter" and then "Rules" on the left;
edit a rule (i.e Deliver Email to Mailbox) or define a new rule for which you would like to set an auto-reply;
scroll down to “Enter a message to set an auto-reply for this rule.”
Enter your auto-reply and click on the “Save Changes” button.
Now for each mail which is saved in your inbox the message you defined in the autoreply field will be sent back.

For Basic Accounts:
Log into your account on swissmail.org;
select "Controlcenter" and then "Rules" on the left;
enter the "auto-reply" message into the "Auto-reply" field provided and save the changes.
Q:What is the difference between Alias and Sender-Addresses?
A:With a Standard or Professional Account, Alias addresses can be defined. These are additional swissmail.org email addresses, but belong to the same account and are freely selectable. Messages sent to such aliases will automatically be forwarded to the mailbox they belong to, i.e. to the primary address.

With a Standard or Professional Account additional Sender addresses which do not belong to swissmail.org can be defined. You have to be the owner of those email addresses as they only are active when the owner confirms them (a confirmation link will be sent to the owner). The Sender addresses can only be used as a sender.


Invoice [top]
Q:Where can I see my current invoice status?
A:You can see your current invoice status in the ControlCenter/Accountdata under the section Invoice data.
Q:How can I pay my next invoice?
A:Please follow this link to see our payment instructions: payment instructions
Q:Do I receive a new invoice for the next year automatically?
A:Yes, an invoice will be sent to your swissmail email address and to your correspondence email address 30 days before your payment is due. For security reasons, no credit card information is saved. As a result, we cannot charge your credit card automatically when the yearly fee is due. Payments for several years are possible.


Languages (Chinese/Korean/Arabic/Russian/etc.) [top]
Q:Which languages can I use with swissmail.org?
A:In webmail we support many languages like Chinese, Russian, Arabic and Japanese. To see the full list of more than 40 languages click on "Options" in webmail (see FAQ webmail for details).
Please note that the language character set must be installed on your computer and the browser has to support it.
To use any language with an email client like Outlook please install the appropriate version.

Within the ControlCenter/Accountdata you can select between English and German. This selection defines the correspondence language with us and the language within the ControlCenter.


Password [top]
Q:How do I change my password?
A:Please go to the ControlCenter, click on "Accountdata" in the navigation menu on the left; enter your new password (2x) and click on the "Save Changes" button at the bottom of the page.
Q:My browser automatically enters my password. How can I deactivate this feature?
A:To clear the password with Internet Explorer please proceed as follows:
Open the menu "Tools",select "Internet Options", click on the tab "Content" and click the "AutoComplete" button. Then click "Clear Passwords" button.

For other browsers please check the help function of the browser.
Q:I forgot my password. What should I do?
A:Please follow this link to receive your password: password
Q:How secure is my password?
A:The password is very important and should be treated carefully. Define a password which no-one else knows. We recommend a password with capital and lower case letters, numbers, special characters and a length of at least 8 characters.


Security [top]
Q:What is secure access?
A:Secure Email Access enables you to encrypt all data that is exchanged between you and swissmail.org over the Internet. Anytime you access swissmail.org to change settings in the "ControlCenter" or read messages in your mailbox, you communicate with swissmail.org via the Internet.

Using Secure Email Access, the communication is completely encrypted including passwords as well as the "from" and the "to" headers.
Your local IP address will not be included in the email header.
Q:How does Secure Email Access by swissmail.org work?
A:Secure Email Access establishes an encrypted communication link (SSL) between your browser or your email client program and swissmail.org. This is done automatically, i.e. you don't have to do anything, the procedure to establish a connection to swissmail.org is the same as usual.
Q:How can I be sure I have an encrypted connection?
A:Your account default settings do not allow unencrypted connections.
Check the settings within the "ControlCenter" / "Accountdata", in the Security section.
Using an email client you must use secure.swissmail.org as your email server. Secure.swissmail.org allows encrypted connections only. If the encryption fails the connection will be interrupted.


Setup Email Client (iPhone/Outlook/Thunderbird/mobile phones and others) [top]
Q:How do I setup my email client?
A:Please find our detailed instructions using this link: settings
Q:I cannot receive/send any emails; what should I do?
A:Please describe to us the exact problem and provide us with the following information for further help:
    2. Screenshots or list of the used settings
    3. the exact error message incl. error number you receive
    4. the email client you are using
Q:How do I activate folders in Outlook?
A:Please proceed as follows to activate your folders (drafts, sent mail, etc.) in Outlook:
<> Open your swissmail Inbox in Outlook;
<> Click on Tools in the navigation menu at the top, click on IMAP Folders;
<> Click on Query and finally click on OK.
Please don't click on the option "When displaying hierarchy in Outlook, show only subscribed folders."
Q:What is the difference between IMAP and POP3 email protocols?
A:IMAP account:
Using this protocol, all your emails will be synchronized between your email client and our server. If you are using several email clients like a PDA, your computer at home and one at the office, you can connect with each to our server and synchronize your emails. The protocol supports the download of folders too. In general, IMAP is great if you like to check your mails from various locations and if you want to synchronize your folders.

POP3:
POP3 is the older protocol. It downloads your emails to your computer and by default deletes your emails on our server. Folders are not supported.

Note: you can not change the protocol type of your account within your email client. To change the protocol you must delete the account within the email client and install it again.


Sms / fax [top]
Q:How much does it cost to send an SMS or a fax?
A:Please follow this link to see our forwarding charges.
Q:How can I add funds to my forwarding balance?
A:
    2. please go to the "ControlCenter";
    3. click on "SMS/fax balance" in the navigation menu on the left;
    4. click on "Order form" and follow the displayed instructions.
Q:How can I use SMS/fax?
A:You need a Professional Account to be able to send SMS/fax messages (Office/SMS or fax) and to forward incoming emails as an SMS/fax(ControlCenter/Rules).

Please note that you can not receive any SMS/fax messages as an email.


Spam / Spam filter / anti virus protection [top]
Q:Emails from my friends and business partners are tagged as spam. What can I do?
A:If you think too many good emails (ham) are tagged as spam, you can decrease the level of sensitivity. In addition, you can add an email address to your white list to prevent this address being tagged as spam in the future.
Q:Emails tagged as spam are sent as an attachment. How can I change that?
A:For security reasons emails assumed to be spam will be sent as an attachment along with a spam report to you. If this behavior is not convenient for you uncheck the option "Safe Report".
Q:I have too many spam emails in my mailbox. What can I do?
A:Please check that your "SpamChecker" is activated. We recommend saving the incoming emails assumed to be spam in a separate folder for screening purposes and to increase the level of sensitivity to 2.0 or 3.0 or even higher.
Q:Do you have an antivirus filter?
A:Yes, all incoming emails will be filtered and infected emails will be deleted.
Q:How can I avoid spam?
A:
    2. We recommend that you never respond/unsubscribe to unsolicited mail/spam and advise you to be extremely careful when giving out your email address and surfing the internet
    3. Use an alias address (Standard or Professional Account) for untrustworthy websites if possible
    4. Also be aware that swissmail.org allows you to change your email address anytime
But be aware that spammers spy out email addresses systematically. Using a long name in your address and having your own domain name may help a bit.
Q:How do I change the settings of my spam filter?
A:To customize the SpamChecker to your needs, please proceed as follows:
    2. click on "ControlCenter";
    3. click on "SpamChecker" in the navigation menu on the left to
    4. activate/deactivate the spam filter;
    5. define which action should be taken when an incoming email is assumed to be spam;
    6. adjust the sensitivity level of the spam filter;
    7. define the labelling of incoming emails assumed to be SPAM and
    8. edit a white list (never tagged as SPAM) and a black list (always marked as SPAM).
Please be aware that there are no filters that can detect any, all and only spam emails, i.e. guarantee 100% that personal/business or wanted advertising emails are excluded by the spam filter rules. Therefore, we highly recommend that you do not delete emails tagged as spam directly, but that you first move them into a separate folder for screening purposes. The sensitivity level can be used to increase/decrease the criteria that have to be met by an email message to be tagged as spam.
Q:Why do I see the folder ReportSpam/ReportHam?
A:Use the folder ReportSpam/ReportHam in your email account to report to us spam emails which are not tagged as spam or good emails (the ones you want to receive and which are often called ham) which are tagged as spam. This will allow us to adjust the filter more accurately.

To report spam emails which are not tagged as spam, move these emails into the folder ReportSpam (see folder user/admin1/spamreport/ReportSpam). To report ham emails (good emails which are tagged as spam), move these emails into the folder ReportHam (see folder user/admin1/spamreport/ReportHam). Please do not move newsletters in the ReportHam folder. Add the sender address to the white list instead.

Please note that you cannot read these folders (they will be always shown as empty).

Please activate the option "mark subject" to see if the emails are tagged correctly. If you do not want to set this option check the email header. The spam filter result is always written into the header if the spam filter is activated.
Q:Is there another way to report spam or ham messages to you?
A:Yes, for all of those accessing their account through an email client (such as Outlook, Thunderbird, etc.) using the POP3 protocol (doesn’t support folders) the spam messages can be forwarded to reportspam@swissmail.org and the ham messages to reportham@swissmail.org.


Troubleshooting (over quota, session expired, no access) [top]
Q:When I log into my account I see the message "your session has expired". What does this mean?
A:It is possible that your browser refers to an old session. Therefore, please try the following:
    2. Click on "Logout" in the navigation menu on the left when you see the message "your session has expired".
    3. Log into your account again. Should it still not work, log out again, delete all cookies in your browser, close and restart your browser (or better still, reboot your computer) and then restart your browser. If possible, also try to log in from a different PC and do not use a bookmark but start always with www.swissmail.org.
Important:
Please make sure that "Cookies" and "JavaScripts" are enabled in your browser's setting.
Q:My mailbox is over quota, what should I do?
A:By default, deleted messages will remain in your Inbox, marked as deleted, i.e. they are crossed out. To completely remove such messages, you will have to click on the "Purge deleted" function on the top or bottom left.

If, after this, you still get the message that your mailbox is over quota, you will have to make more space in your mailbox by deleting (and purging) additional messages, not just in your Inbox but also in any other folders.

You have also the possibility to increase your storage: more storage
Q:I cannot access my account. What should I do?
A:Please check your password and your account name. If, after this, you are still not able to access your account, please send us the following information for further help:
    2. the exact error message you receive
    3. whether you access your account via WebMail or with an email client
Q:I sent an email to a friend and he didn’t receive it. What can I do?
A:Please describe to us the problem and send us the following information:
    2. the sender address, the recipient address and the date the email was sent
    3. the non-delivery message if you received one
Q:I cannot delete the messages/move them into the trash. What do I have to do?
A:The reason you could not delete the emails has been caused by the selected option to move deleted emails into the trash folders. This option requires a copy task which can not be executed when the account is over quota. To get out of this situation you have to change your settings (do not select the option "move email to trash folder").

After this, you will have to make more space in your mailbox by deleting (and purging) additional messages, not just in your Inbox but also in any other folders.
Q:I cannot receive an email. What can I do?
A:Please send us the following information:
    2. the sender address, the recipient address and the date the email was sent
    3. the non-delivery message if the sender received one.


Upgrade (account, storage,etc), Downgrade or add new services [top]
Q:Can I upgrade/downgrade my account?
A:Yes, to upgrade/downgrade your account, please proceed as follows:
Go to the "ControlCenter" and click on "Accountdata" in the navigation menu on the left.

If the different account types are listed, choose the account type you would like to upgrade/downgrade to, confirm the change with your password, and click on the "Save changes" button at the bottom of the page.

If the account types are not listed, scroll down to the properties section and click on the link "Change your account type". Follow the displayed instructions.
Q:How can I increase my mailbox size?
A:To increase the mailbox storage space you have two options.
    2. Upgrade your account. If you have a Basic or Standard Account you can upgrade to an account with a bigger mailbox size. If you have a Professional Account just send us a request with the desired mailbox size.
    3. Use our storage increase program: Storage increase program
Q:I need more aliases/sender names/white list/mailing lists and so on.
A:If you want to extend the capacity of your account please upgrade to the next level (Standard or Professional Account).
If you already have a Professional Account please send us a request (which feature you want to extend to which level, e.g. I need three more alias addresses) using our support form.


Webmail [top]
Q:How can I export my address book?
A:Please proceed as follows to export the WebMail address book into Outlook Express:
  1. click on "Addressbook" in the navigation menu above the Inbox;
  2. click on "Import/Export" in the navigation menu above the Addressbook;
  3. click on the "Export" button under "Export Addressbook"; when the file download window pops up, select "Save file" and save the file (*.csv) to your computer;
  4. to import the Addressbook into Outlook Express, select "Import" from the "File" menu and then select the "Text file (comma separated values)" option and click on the "Import" button. For further help on how to import addresses into Outlook Express, please refer to Outlook Express' help file.
Q:How can I import my address book?
A:To import an address book from Outlook Express into WebMail, you have to proceed as follows:
Use the "Export" function in OutlookExpress to export the Addressbook as a "comma separated values" (Windows/*.csv) file;
NOTE: Outlook Express separates the data in the *.csv file with semi-colons (;) which are not recognized by WebMail address import function as separators. Therefore, please replace all semi-colons in the *.csv file with commas (,) and then continue with the next step;
import the *.csv file into WebMail Addressbook (->http://www.swissmail.org ->Online Office -> Addressbook ->Import/Export)
Q:How do I change the language in WebMail?
A:Please click on "Options" in WebMail, select "Global Options" in the "edit options for:" drop-down list.
Click on "Locale and Time" to select your preferred language.

Please select the correct encoding in your browser too.
Q:How do I create a folder?
A:
    2. Please go to the OnlineOffice and click on "Folders";
    3. click on "Expand All" and select a folder (e.g. Inbox) under which you would like to add a new (sub-) folder (please note that you cannot create a folder on the same level as the Inbox folder; to define a top level folder you must select the Inbox folder);
    4. select "Create Folder" from the drop-down menu, type the folder name into the space provided in the pop-up window and click on OK.
Important: To define a top level folder you must select the Inbox-folder.
Q:How do I create a mailing list?
A:To create a mailing list, please proceed as follows:
<> go to http://www.swissmail.org and log into your account;
<> click on "Mailinglist" in the navigation menu on the left (Mailbox, Mailinglist, Calendar...);
<> Enter the email address in the first empty field of the column "Email address of the list" and click on the button "Save list";
<> now select the new mailing list and click on "Edit recipients";
<> click on the link "Select from address book" to select addresses from your address book;
<> Select the addresses you wish to add to your mailing list and click on the button "Copy selected addresses";
<> click on the "Save" button at the bottom of the page to add the addresses.
Q:How do I send a message with an attachment?
A:To attach a file to your email message, please proceed as follows:
<> log into your account on swissmail.org, select "Office" and then select "New Message" in the navigation menu above the Inbox (Inbox, New Message...);
<> either click on "Attachment" to jump to the attachment section of the message OR use the scroll bar on the right side to scroll down to the bottom of the message;
<> you should now see a grey "Browse" button, click on it and select a file from your hard drive, etc.;
<> now you should see the path and name of the file that you selected next to "Attachment";
<> to attach the file, click on the "Update" button;
<> scroll down again to see (or remove) the attachment or to add further attachments to your message.
If this doesn't work please try the following:
<> Select options in the top menu bar.
<> Select "Message composition".
<> Deselect the option "Compose messages in a separate window.".
Q:Can I read my emails offline?
A:With webmail it is not possible to read your emails offline. However using an email client such as Outlook or Thunderbird you can read your swissmail.org email off line.