Frequently Asked Questions

Please review the following Frequently Asked Questions to see if your issue is easily fixed; if your problems cannot be solved with the FAQ, please contact us.

My email doesn't work Back to top

  1. Make sure your computer has an active internet connection.

    Go to your internet browser and connect to an active website like www.yahoo.com or www.google.com. Make sure you hit the "REFRESH" button on your browser to confirm you are not viewing a previous page that was saved on your computer.
  2. Make sure your user email settings are correct.

    Double check your User Name, Password and incoming POP3 mail server settings are entered correctly in your email application exactly as they were provided by Axsen. Remember, passwords are case sensitive, so check for lower case and capital letters. For details on setting up your POP3 account with your email application click here for popular email application setup instructions or consult your email software provider.

I am having problems receiving email Back to top

Check the My email doesn't work section. If you have spam software installed make sure it is not moving or deleting your incoming email.

I am having problems sending email Back to top

Outgoing email should be sent through your Internet Service Provider's (AOL, Comcast, COX, Rogers, Netzero, Earthlink, etc.) mail server to ensure the fastest routing of your outbound email. Contact your Internet Service Provider for the proper outgoing SMTP email server settings or support for sending email. Note that some Internet Service Providers require a user name and password to send mail. This means that you will need the Axsen supplied user name and password to receive email as well as your ISP's user name and password to send email.

What can I do if I receive an error message when I try to send email? Back to top

Contact your Internet Service Provider for help on Sending email. Axsen supports receiving of your domain email, while your Internet Service Provider supports the sending of your email. The following diagram illustrates the flow of email:

How Email Flows

I have lost my account settings user name and/or password. What should I do? Back to top

If you have lost your Axsen assigned user name and password, please complete the form:

Your Details
Website Owners Name: (Required)
Email Address: (Required)
Domain Name: (ie. www.yourdomain.com)
Telephone Number:
 

An email will be automatically sent to the account owner (person who purchased the website and hosting service) with all the email account information to setup your email accounts.

My forwarding email is not being delivered? Back to top

Make sure you do not have spam software moving or deleting the incoming emails.

Double check that the email addresses (both your domain email and email address in which you are forwarding) that you supplied to Axsen are correct in the confirmation email that Axsen sent to you.

Make sure your Internet Service Provider or company managing your domain email is not blocking the email account that Axsen is forwarding.

People sending me email said that the email is being returned and are getting the message "User Quota exceeded"? Back to top

Most likely you have set your email application to "Leave Email on the Server". This leaves a copy of your emails stored on the server until your mailbox fills to the point that you can no longer accept new emails. Uncheck the "leave email on the server" in your email application.

What type of email accounts do you offer? Back to top

We offer both Email forwarding and POP3 accounts.

Email Forwarding:

We can setup email forwarding to forward your domain email to your existing email account (i.e. mail sent to yourname@yourdomain.com would arrive in your personal email account (yourname@aol.com or yourname@yahoo.com, etc.). Email forwarding is the easiest option and requires no setup on your end. Email forwarding is the easiest option if AOL is your Internet Service Provider. See AOL Customers below for more details.

POP3 Accounts:

We can also setup POP3 email accounts that will let you use Microsoft Outlook, Eudora, Netscape, Yahoo!, Google Mail, most web mail, and other POP3 compliant email applications to send and receive your domain email. This does require some technical setup on your end. POP3 accounts are not possible if AOL is your Internet Service Provider (ISP), as AOL does not allow sending of Outgoing domain email (SMTP services provided by most other ISPs).

AOL Customers:

As you may be aware, AOLs proprietary email system restricts it's customers from sending domain mail from their service. The easiest method for AOL customers to receive domain email is by setting up an email forwarding account (see above for details).

If you are an AOL customer and still want to have a POP3 account for your domain email, we suggest activating an Internet mail account like www.mail2web.com, www.webmail.us, Google, Yahoo!, MSN or other webmail service. Once you signup with one of these providers, you can setup your POP3 account using the web based email application. These Companies offer reliable web-based email service in which you can access your email from any browser that has an internet connection.

How do I send send domain email (yourname@yourdomain.com) from my email application? Back to top

With the exception of AOL's email service, most email applications will allow you to setup an account to send email from your domain (yourname@yourdomain.com). This is possible for both POP3 and Forwarding email accounts. For instructions on how to setup your email application to send showing your domain email address, please consult the help option of the email application you are using (Outlook, Eudora, Gmail, Yahoo Mail, Thunderbird, etc.).

Is there a limit on the size of the files that I attach to my e-mail messages? Back to top

Prior to sending an email message with a large attachment, please be sure that the recipient can accept the message. If your message is larger than the recipient's email box size limit, the message will be rejected. With your Axsen e-mail accounts, the e-mail attachment file size limit is 8MB.

If you need to send files that are larger than 8 MB, there may be other solutions available to you: Zipping files using a file compression program may solve this problem. If your file is still too big, File Transfer Protocol (FTP) may be another workable option. FTP was designed to transfer files of all sizes over the Internet.

I want to use my Blackberry or other mobile device to retrieve my email? Back to top

Contact the support group for your mobile device or Blackberry support for specific details on how to setup mail retrieval and sending using a Blackberry.

How do I prevent Spam? Back to top

As you are probably aware, Spam is internet wide problem that needs to be managed on many levels. Here are some tips that will help reduce the amount of Spam in your inbox:

  1. Don't post your email address to newsgroups, bulletin boards, chat rooms, online directories, websites or other targets for Spammers. If you do want to post a contact email address to your website, online form, online directory, or similar post, it is a good idea to setup a forwarding email address that sends the email to your personal address (example: info@yourdomain.com sends mail to you@yourdomain.com).
  2. Do not 'unsubscribe' to junk mail. Spammers use this method to confirm your email address is valid and can lead to more spam.
  3. Be careful not to give your email address out to companies that may share or sell your email address. You may consider creating a separate email account to give companies that request an email account so your primary email account does not get 'Spammed' .
  4. Don't forward chain emails, as your email address may end up in the wrong hands and lead to spam.
  5. Be cautious of emails from companies requesting that you update your password or take other action to your account. It is best to call the company by phone to confirm any suspicious requests.
  6. The Direct Marketing Association has an e-Mail Preference Service (e-MPS). To help get off of email lists, you can register with the e-MPS online. For further information, see http://www.dmaconsumers.org/offemaillist.html. Note: Axsen is not affiliated with the Direct Marketing Association and therefore cannot guarantee or endorse their service.
  7. Make sure your computer's anti-virus software is up-to-date and install a firewall. Unprotected connections are vulnerable to infection by viruses that are programmed to open gateways to send spam from your computer. Having an unprotected computer may result in your unwilling participation as a courier for spam.
  8. Inform your friends and family that you do not wish to have your e-mail address shared with others.
  9. Check your "sent mail" folders for suspicious/unrecognized messages to ensure that all sent mail is being sent by you and not by a spammer to send messages from your computer.
  10. Be careful when signing up for mailing lists and always check their policies regarding how they secure your email address. Hopefully this will result in receiving only the e-mails you want and not spam.

For Spam Control:

At your request, we can activate our Server Side Anti Spam software that will detect and tag suspect email with the following: [Spam]. This will allow you to filter spam on many email applications by writing a rule to move these tagged [Spam] emails to a junk mail folder.

To write the rule:

You can then create the following rule to move tagged "[Spam]" to the Spam folder, Delete folder or any folder you would like to specify. Here are example rule parameters:

The Internet-wide Spam problem can also be greatly reduced and managed via anti-spam software installed on your computer. We recommend Mail Frontier.

My Email address is being "Spoofed" by someone else Back to top

E-mail spoofing is fraudulent email activity in which the sender's email address is changed to make it appear as though the email originated from a different sender. Hiding the source of where an email message is sent is used for spam e-mail and phishing scams. By changing attributes of the e-mail, such as the: From, Return-Path and Reply-To fields (found in the message header), it can make the e-mail appear to be from someone other than the actual sender. The result is that, although the e-mail appears to come from the email indicated in the "From" field (found in the email headers) it actually comes from another e-mail address, typically the same one indicated in the "Reply To" field. Normally, if the spoofed e-mail is replied to, the delivery will be sent to the "Reply To" e-mail, which is often the spammer's email. However, the "Reply To" field could also be set to the spoofing address, causing the unknowing victim to receive an abundance of returned and failed email that they never sent.

What can be done to prevent Spoofing:

Unfortunately, like Spam, not much can be done to prevent this from happening. If you do think your email address is being spoofed, check your header to find the source's IP Address. Does the IP address in the header of the email show that the messages are going through your Internet Service Providers (ISP) mail server or is the mail being sent from another source not connected with your email or ISP service? Currently, the only thing to do is look up the IP address in the header of the spoofed email at www.arin.net and contact the ISP that owns the IP address to report the issue.