Axsen Support Services / Frequently Asked Questions

Please review the following F.A.Q. list to see if your issue is easily fixed.

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

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

Your Details

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 email doesn't work

  1. Make sure your computer has an active internet connection. Go to your internet browser and connect to an active website like 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. If you are using webmail, double check your email address and password are correct. If you have your email setup with an email application or smartphone, refer to the appropriate Axsen setup instructions. Remember, passwords are case sensitive, so check for lower case and capital letters.

I am having problems receiving email

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

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


My forwarding email is not being delivered?

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.


What type of email accounts do you offer?

We offer Webmail, Email Forwarding and IMAP accounts.


This is the easiest method to connect and manage your email from any computer browser. Simply visit and enter your Axsen supplied email address and password.

Email Forwarding:

We can setup email forwarding to forward your domain email to your existing email account (i.e. mail sent to [email protected] would arrive in your personal email account ([email protected] or [email protected], etc.). Email forwarding is the easiest option and requires no setup on your end.

IMAP accounts:

We can also setup IMAP email accounts that will let you use Microsoft Outlook, Apple Mail, Smartphones, Yahoo!, Google Mail, most webmail, and other IMAP compliant email applications to send and receive your domain email. This does require some technical setup on your end.


Is there a limit on the size of an email message that I can send or receive?

If you are sending large files in email - Be aware that many email systems have limits on the size of an email they will accept. If your message is larger than the recipient's email box size limit, the message will be rejected and you will receive notification. With your Axsen email accounts, the email file size limit is 50 MB.

If you are receiving large files by email - Axsen's email has a 50 MB limit per email message received. A sender's message will be rejected if it exceeds the 50 MB limit. As the recipient you will not receive notification that an email was attempted to be delivered, but the sender should receive a notice.

If you need to send or receive files that are larger than 50 MB, there are other solutions available to you:

1. "Zipping" attached files using a file compression program may solve this problem.

2. Sending the attachments in multiple emails under 50 MB in size.

3. If your file is still too big, or may be another workable option to send, receive and track large files.


How do I prevent Spam?

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 social media, 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: [email protected] sends mail to [email protected]).
  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 Email Preference Service (eMPS). To help get off of email lists, you can register with the eMPS online. For further information, see 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 email 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 emails 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.

Create a new rule in your email application to move tagged "[Spam]" to the Spam folder, Delete folder or any folder you would like to specify. Here are example rule parameters:

  • Apply this rule after the message arrives
  • Where the message body contains '[Spam]'
  • Move it to the Junk Mail folder

For specific instructions, consult the help of your email application provider.


My Email address is being "Spoofed" by someone else

Email 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 email and phishing scams. By changing attributes of the email, such as the: From, Return-Path and Reply-To fields (found in the message header), it can make the email appear to be from someone other than the actual sender. The result is that, although the email appears to come from the email indicated in the "From" field (found in the email headers) it actually comes from another email address, typically the same one indicated in the "Reply To" field. Normally, if the spoofed email is replied to, the delivery will be sent to the "Reply To" email, 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 and contact the ISP that owns the IP address to report the issue. You may also want to file a report with The Internet Crime Complaint Center. Normally "spoofing" only continues for a brief period of time. You have the option to delete the "spoofed" email address and create a new email address. However, this may be disruptive to your business and customers and there is no guarantee that the new email address will not be "spoofed".