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 Can I use Outlook? |
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Our email is web based. This means you have to be connected to
the Internet and enter the email website in order to read mail. You can use any web browser
to access your mail.
However, offline email client software such as
Microsoft Outlook 98/Express, Netscape Messenger, or Eudora lite/Pro will not work.
On the other hand, you can use this email account to retrieve email from other accounts.
You can save your messages to your computer manually, by
either forwarding each message to your other email account as an
email, or by saving the email document as a file in http format which
you can then save on you hard disk, or use the cut & paste method.
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| How do I change my password? |
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From the left navigation bar, click Options. Under Preferences, click User Preferences. At the top of the page, you will see the fields "Old Password"
and "Change Password". A password can include the following characters: the digits 0-9, the letters a-z and, the
character "_" (underscore).
Fill in the details in both fields, retype the new password in the provided field and then click Save.
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| I am having problems logging in. What could be the reason? |
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| If you are having problems accessing your account, please consider the following: |
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1. Is your browser accepting cookies? |
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Please check your browser options concerning 'Cookies'.
If you do not accept all the cookies that the email program requires,
your email session will be terminated and you will not be able to use the application. Please select the "Accept all
cookies" option in your browser. Below are instructions for both MSIE
and Nav/Comm 4.x. To set up cookies, go to your browser options:
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In MSIE 4.x: |
In Netscape Communicator 4.x: |
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Select View from the title bar. |
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Click on Internet Options |
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Click on the Advanced tab. |
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Scroll down to Security, cookies |
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Click on the radio button to "Always accept cookies". |
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Click Save. |
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| 1. Select Edit from the title bar. |
| 2. Click on "Preferences". |
| 3. Click on "Advanced". |
| 4. In the Cookies dialog box, click one of the following options: |
| a."Accept all cookies". |
| b."Accept only cookies that get sent back to the originating server". |
| 5. Click Save. |
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| With other browser versions, the setup should be similar. |
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| 2. Are you accessing the correct URL? |
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We use several domains in our service. Make sure you have accessed your
account from the correct URL: for example prontomail.com and onlymail.com, are two
separate domains, note which domain you are logging onto. If the domain is incorrect you
will not be able to log on. You could also distinguish the difference between the domains
from the URL used. Check that the URL is correct. The browser may lock up if the text is
in caps or mixed upper and lower text. The login page title should match the Domain.
SAVE THE CORRECT URL FOR EASY AND FASTER ACCESS.
Note that the URL to save as a bookmark is NOT the URL of the INBOX (where you click
your new mails) but the URL of the page where you log in !
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| 3. Are you using the correct password? |
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| If you have forgotten your password, click on the Password Reminder link on
the Login page and supply your chosen reminder question & answer in order
to reveal your correct password. |
| * You can send us your login username and anything that can help us regarding
your password and we will check this information against our database.
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| 4. Is your browser storing outdated information? |
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Please empty/clear/flush your browser's cache. The cache is a place on your hard
drive where your browser stores local copies of pages, images and sounds from Web sites
you've visited. Emptying the cache is important because it will prevent old, possibly
outdated, pages and files from interfering with new downloaded pages.
Netscape Navigator: In Navigator 3, Click to Options/Network Preferences/Cache and
click the "Clear Memory Cache Now" and "Clear Disk Cache Now" buttons. Other versions of
Navigator have similar commands; please check the help file.
Netscape Communicator: Click Edit/Preferences/Advanced/Cache, then click both
"Clear Cache" buttons.
Microsoft Internet Explorer 3: In IE3, Click to View/Options/Advanced/ (Temporary
Internet Files) Settings/Empty Folder. Early versions of IE have similar commands; please
check the help file.
Microsoft Internet Explorer 4: Click View/Internet Options and on the General tab,
click on Delete Files in the "Temporary Internet Files" section.
Other Browsers: Almost all browsers have a way to clear the disk cache; please check
your documentation or help files.
It is recommended to periodically clear the cookies stored on your hard disk.
This needs to be done manually. MSIE cookies are stored in the "Windows/Temporary Internet Files"
folder. Find the cookies, then highlight them and delete them. Netscape browsers have a cookie.txt file
generally found in the Netscape folder. This file stores all your cookies. You can delete this file,
thereby removing all your cookies.
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| 5. Is it taking you a long time to access the site? |
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| When you login to your email account, your login information is forwarded to our Web servers.
If your login process does not complete before the time interval expires, your login is cancelled and an error
message is generated. In order to balance the server load, many servers are usually linked together.
If there is a login error, in most cases, it will appear on only one of these servers. The server address
you first logged into is stored in your browser's memory. Any attempt to login again will be directed
to the server address you first logged into. In order for you to login to a different server, the browser's
memory needs to be erased. You MUST totally shut down your browser to clear the memory, click your
browser icon again so you see it on your screen and login to your account. This will usually solve your login problem.
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| Why does my session expire? |
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Sessions expire after an hour from the time you last clicked a button or link you clicked. Typing your
email does not restart your session. This is done in order to reduce
server load and to protect your privacy in case you forget to logout at the end of a
session.
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When composing long emails, we recommend that you use the
Save Draft button often, in order to save
your work. This will prevent you from losing any modifications that you made to your message, and will help in preventing your session from expiring. In order
to continue an expired session you need to login again.
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| I hit a button and nothing happens. |
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If you hit a button or click on a link and nothing happens for an unusually long
period, or logging in takes too long, your browser is "hanging". This means that
it is waiting for information from a server. At certain times during the day, the network
connection between your computer and ours becomes busy and sometimes you have to wait a
little longer for a response. Sometimes "reloading" the current page may help,
but, if possible, it may be a better idea to try your connection at a later time.
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| I forgot my user name and password. |
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| Accessing your account requires a username and a matching password. If for some reason
you cannot recall one or more of these, please follow the instructions below:
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| 1. | If you have forgotten your password, you should be able to recover it
by using the password reminder or password hint option. You can
usually find it in the login page under the Login button.
Click on the Password Reminder button, then follow the instructions
to help you recover your password.
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| 2. | If you have forgotten your "Password Reminder" answer, we will
require some account information which can be used in order to help us find
your account in our database. Please send us an Email message and include
your full name and Email domain (e.g. @mailcentro.com).
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| 3. | If you have forgotten your username, in addition to the information required
above, please include the password of your E-mail account and any other
information you can remember about your username, even if they are incorrect or
incomplete. With this information, we might be able to find your username.
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| 4. | If you have forgotten the password of your account, you will need to send us
as much information about your account as you can remember. We must be able
to verify your ownership of the account before we are able to help you with
your request. Once we have verified your account ownership, we will send you
a temporary password for your account, which you should change immediately after
logging in.
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| Note: If you cannot remember your username and password, you can always open a new account. |
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| What information do I need to
send when requesting support?
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When requesting support from our Technical Support Staff, please be sure
to include the following, in order for them to be able to accurately identify
the problem and insure a faster response:
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| 1. | To better serve you, please enclose your Web-based E-mail address with all
correspondence. Without your email address, we may not be able to properly analyze the problem you may be experiencing.
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| 2. | To better serve you, please enclose an alternate E-mail address with all correspondence
especially when having logon problems. Without your alternate email address, you may not be
able to receive timely information to correct your email problems.
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| 3. | Your system configuration, such as your OS. |
| 4. | Your browser name and version. |
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In order to make it easier for you to contact our Support Team, we have created a
technical support form which may be used to send us any support request and already includes all of the above
fields to fill in, for your convenience. |
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| What is a file attachment? |
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When you wish to add a picture or a sound file to your
message or share a document with a colleague at work or school, you may do so by attaching
the desired file to your message. The recipient of the message will need a software
application that recognizes the type of file sent, in order to open the attachment. Most
picture and sound file types are recognized by today's popular web browsers, thus no extra
software is necessary in order to open files of such types.
Note: Attaching large files will result in longer
download time for the recipient and therefore is not recommended. Your attachment file
cannot exceed 2MB.
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| How do I know I've received an attachment? |
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An email that is over 25 KB usually contains an attachment,
either a picture or a different file type. To determine if your
email contains an attachment, examine the email letter Icon in
the Inbox. If the email letter Icon contains a paper clip,
then the email contains an attachment. If the email is quite
large, for example 100 KB and the E-mail icon does not contain
the paper clip then the attachment may have been incorporated
into the message text. When you open your email to read, you
should find the attachment in the header section of the email,
at the bottom of the header area. There must be a Attachment
Icon with blue text next to it. The blue text is the file name
or description of the attachment. Click on it to open the
attachment. If you have an attachment and you cannot find
the attachment in the header section, your attachment is
most likely corrupted.
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| There are three main standards that may be used to send attachments: MIME, BinHex 4.0,
and UUencode. "MIME" (Multipurpose Internet Mail Extensions) is the most common
Internet standard and should be the only one you use. All Internet compliant systems understand MIME.
The "BinHex 4.0" format is generally used in the Mac and the "UUencode" attachment
format is used primarily with UNIX-based Sun computers. Our service uses the "MIME" standard.
Currently, our service does not support "BinHex 4.0" and "UUencode" formats.
Attachments in these formats will not open properly. We are working on supporting these attachment
formats in the near future.
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| Note: Pictures should be sent in .jpg or .gif because this format is a
compressed picture format, whereas .bmp formatted pictures are not compressed. We do not recommend
sending .bmp files without compressing them first. A 1.0 MB .bmp file can be compressed to
a size of 100-150 KB or about 90% of its former size. Use Winzip (www.winzip.com) or some
other compression program for this purpose.
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| How do I send an attachment? |
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To attach a file, you first start in the compose email page. Then click on attach
file. If you do not see this button, make sure your browser supports attachments. Your
browser should be Netscape version 2.x or higher and/or MSIE 3.02 (including patch or
higher) Only these browser support including attachments. If your browser does not support
including attachments you will not see the attachment button. When you click the button,
you will be able to browse your hard disk for the file you want to attach.
Actual instructions: "In order to attach files to your message, please follow
these steps: Click on the Browse... button to select the file you want to attach, or type
the full path name of the file in the box below. Click on the Attach File button. Repeat
the above steps in order to attach additional files. When finished, click on the Save
button. If you wish to remove an attached file, select its name from the list and click
the Remove button".
Note: Make sure that the file is properly named with an extension such as
picture.jpg or the recipient may have problems opening the attachment.
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| What is the signature option? |
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A signature is a block of text that may be included at the
end of your outgoing messages. You can have the signature include your name, E-mail
address, company logo or any other text you desire. Try and keep your signature short, no
more than a few lines, as this signature may be appended to your outgoing messages, adding
overhead to the transfer time of the message. An example of a signature:
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My First & Last Name
mylogin@host.domain
http://www.host.domain
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| Can I change my user name? |
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| It is not possible to change your user name. Your user name is the unique part of
your E-mail address. Any change to your user name will change your E-mail address.
We recommend that you register for a new account with the user name that you would like
to use. Once you have set up your new account, you must cancel your previous account. For instructions to cancel your previous account, click here. |
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| How do I print a message? |
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In order to print the contents of a message, first open the message in the message view
window and then use the Print option of your browser (usually located in the File
menu or on the toolbar).
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| How do I change the name on outgoing email? |
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The information that you entered in the "Your Name & Title field displays before your email address in
your outgoing messages. If you want to change or modify this information click Options from the left navigation bar. Under "Preferences", click Email. At the top of this page you will see the text box for the "Name & Title" field. Type
the text that you would like to have placed in your outgoing messages, before your email address.
Then click the Save button at the bottom of the page.
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| How long will my messages be kept on the server? |
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You can keep any particular message as long as you like. We will not delete messages
except for those that you put in your Wastebasket folder. Your messages in the Wastebasket
are discarded two days after you have deleted them. However, if you go over your quota
limit (3MB), you will need to manually remove some of your stored messages in order to
free up space in your account. If you have some particularly large attachments, you may
want to save them to your computer and remove them from your account.
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| Is there a limit to the number of messages I can store? |
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There is no limit to the amount of messages stored in your account, however, there is a
total disk quota storage limit of 3MB per account. In order to keep you from quickly going over
your disk quota storage limit, a limit of 2MB has been placed on the size of each incoming
message to your account. If, however, you do exceed your quota limit, you
will be requested to remove unnecessary data. Please do so as soon as possible, in order
to allow us to provide you with full service. You may wish to start by emptying your Wastebasket
folder (if it hasn't already been emptied) by selecting all messages in it and clicking
the Delete button.
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| Can I recover a message I deleted? |
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When you delete your mail, it is transferred to your Wastebasket folder. If your
Wastebasket has not already been emptied, simply open your Wastebasket folder to read it.
Transfer the message to another personal folder if you don't want it deleted when your Wastebasket
is emptied.
If your Wastebasket has already been emptied, or if you have deleted the messages from your
Wastebasket by clicking the Delete button, there is no way to recover any of the messages
that were in it at the time.
NOTE: Mail in the Wastebasket takes up storage space in your account. If you
are near or over your storage quota limit (3MB), you may wish to empty your Wastebasket
manually by selecting all messages in it and clicking the Delete button.
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| How can I cancel my account? |
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Please send an email request to our customer support department at: support@prontomail.com,
and follow these directions:
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| In Subject Field: Cancel Email Account |
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Email address to cancel: e.g. john@prontomail.com |
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Password of account: mypassword |
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Registered Name: John |
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Reason for deleting account: No longer need it |
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Alternate Email address: mr_smith@prontomail.com |
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When we receive your reply we will process your request.
WE WILL ONLY BE ABLE TO PROCESS REQUESTS RECEIVED IN THE PROPER FORMAT!
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| What is a secure login? |
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| In the login page, right below
the password field, you will see a link called
Secure Login. A secure login involves SSL which
is an acronym for Secure Sockets Layer. This
allows a secure and confidential transmission
of messages on the web. When you log in and
provide private information, this information
is secure. You can log in without using SSL
by ignoring this link or clicking the Fast
SignUp hyperlink at the bottom of the follwing
page if you clicked Secure Login and changed
your mind. The secure login process may take
a bit more time then the regular login procedure.
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| Can I move messages from folder to folder? |
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| You can move messages
from any folder to a user-defined folder.
After clicking Inbox click the checkbox
next to the message(s) you wish to move.
Click the Move To button and select the
folder you would like the message(s)
to be moved into. The selected message(s)
will be removed from the current folder
and placed in the desired folder.
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| Note: You cannot move messages into the Inbox or SentLog folders. |
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