A helpful list of FAQs Email Support.

  • How do I set up an Email Account using Microsoft Outlook?

    Let's say you have the domain www.example.com and you are setting up an email for info@example.com.

    1. Open Outlook's Account Settings

    • Open Microsoft Outlook
    • Navigate to Email Account Settings.
      • Using Outlook 2010
        • Click on the Orange File menu item > Account Settings > Add Account
      • Using Outlook 2007 or below
        • Click on Tools in the file menu > Email Accounts > Add a New Email Account (under Email)
        • Select E-mail Account from the available selection list, and click next
    • Select Manually configure server settings or additional server types, and click next
    • Select Internet E-mail, and click next


    2. Enter your account details

    • Enter in your information
      • Your Name: Your name (emails will appear as sent 'from' this name)
      • E-mail address: info@example.com (your email address)
      • Account Type: Select POP3.
      • Incoming mail server: mail.example.com (where example.com is your website address)
      • Outgoing mail server: mail.example.com (where example.com is your website address)
      • Username: info@example.com (your email address)
      • Password: the password for your email account
      • Change the Incoming server (POP3) port to 995
      • Check the 'this server requires authentication using SSL' checkbox
      • Click Remember Password
      • Leave Require logon using Secure Password Authentication (SPA) as unticked
    • Before you click next, click on More Settings > Outgoing Server
      • Tick My outgoing server (SMTP) requires authentication
      • Select Use same settings as my incoming mail server
      • Click on the Advanced tab.
      • Change the Outgoing server (SMTP) from 25 to 465
      • Check the 'this server required authentication using SSL' checkbox
      • Click OK.
    • Click on Test Account Settings... to see if everything has been set up correctly
    • If you get no errors after the test, click on the Next button to finish setting up your email account.


    If you have tried to set this up and you receive an error, please contact our office on 1300 844 491. Before you contact us, please make sure you are at the computer with all your details ready. If you would like us to perform Remote Support, please download our Virtual Support software and have this ready with your ID and Password.

  • I can't send or receive emails using Outlook

    Lets say you have the domain www.example.com and you are setting up an email for info@example.com.

    1. Open Microsoft Outlook
    2. Navigate to Email Account Settings.
      • Using Outlook 2010
        • Click on the Orange File menu
        • Locate Account Settings under Info.
      • Using Outlook 2007 or below
        • Click on Tools in the file menu
        • Select Email Accounts.
    3. You should see your email accounts listed here under the Email tab.
    4. Find your Email account and Double Click on it (Alternatively, single click on your email account and click the Change icon) and a new window will open.
    5. Ensure the following information is correct
      • Your Name: Your name to appear on your outgoing emails.
      • E-mail address: your email address that you are setting up.
      • Incoming mail server: mail.example.com (where example.com is your website address)
      • Outgoing mail server: mail.example.com (where example.com is your website address)
      • Incoming server (POP3) port is 995.
      • Username: your email address
      • Password: the password for your email account
    6. Before you click next, click on More Settings and another pop up window will appear.
    7. Click on the Outgoing Server tab.
    8. Tick My outgoing server (SMTP) requires authentication.
    9. Select Use same settings as my incoming mail server.
    10. Click on the Advanced tab.
    11. Change the Outgoing server (SMTP) from 25 to 465.
    12. Click OK.
    13. Click on Test Account Settings.
      • If you receive two green ticks in the test, click on Next to save your settings, close all windows and restart Outlook.
      • If you receive an error on either the Send or Receive test;
        • Find your IP Address (Opens in a New Window)
        • Call our Office on 1300 844 491 and ask for Email support

    If you have tried to set this up and you receive an error, please contact our office on 1300 844 491. Before you contact us, please make sure you are at the computer with all your details ready. If you would like us to perform Remote Support, please download our Virtual Support software and have this ready with your ID and Password.

  • How do I set up an Email Account using an Android Device (eg. Galaxy Range, Nexus, HTC)?

    Let's say you have the domain www.example.com and you are setting up an email for info@example.com

    1. Restart your device or close your email app
    2. Tap on Email (if it is not on the home screen, you need to find this in your apps draw, so tap on Apps)
    3. Enter in your full email address. e.g. info@example.com, tap Next
    4. Select POP3 Account
    5. Enter in your information, then click Next (Incoming server settings):
      • Email address: Your email address that you are setting up
      • Username: The same as your email address
      • Password: The password for your email account
      • POP3 Server: mail.example.com (where example.com is your website address).
      • Security Type: SSL (or TLS)
      • Port: 995
      • Delete Email from Server: Never
    6. Enter in your information, then click Next (Outgoing server settings):
      • SMTP Server: mail.example.com (where example.com is your website address).
      • Security Type: SSL (or TLS)
      • Port 465
      • Require sign-in: This is required, please ensure this is checked
      • Username: The same as your email address (this should be pre-filled)
      • Password: The password for your email account (this should be pre-filled)
      • Now we need to let your phone know when to check for emails. The default is 15 minutes, but depending on battery and how many emails you expect to receive, this can be adjusted accordingly.
    7. Leave all other options as default and then click Next
      • Peak Schedule: Every 15 minutes
      • Sync Email: Ticked
      • Notify me when email arrives: Ticked
    8. Once everything has been setup correctly, you will need to enter in some final details, then click Done
      • Give this account a name (optional): It is recommended to use a description, for example: Default Email, Sales Email, etc.
      • Your Name: This is displayed on the outgoing email message, so when your recipient opens their email this will be displayed

    Your phone should start to receive new emails on the account!

    If you have tried to set this up and you receive an error, please contact our office on 1300 844 491. Before you contact us, please make sure you are at the computer with all your details ready, including your Android Device and Model (i.e. Nexus 7).

  • How do I set up an Email Account using iOS (eg. iPhone, iPad)?

    Lets say you have the domain www.example.com and you are setting up an email for info@example.com.

    1. Restart your iOS device or close your mail app.
    2. Tap on Settings.
    3. Tap on Passwords and Accounts.
    4. Tap on Add Account...
    5. Tap on Other.
    6. Tap on Add Mail Account.
    7. Enter in your information, then click Next.
      • Name: Your name to appear on your outgoing emails.
      • Email: Your email address that you are setting up.
      • Password: The password for your email account.
      • Description: A name you give your email account, for example: New Sales.
    8. Select Server Type: POP.
    9. Enter in your information, then click Next.
    10. Under Incoming Mail Server:
      • Host Name: mail.example.com (where example.com is your website address).
      • Username: Your email address that you are setting up.
      • Password: The password for your email account.
    11. Under Outgoing Mail Server:
      • Host Name: mail.example.com (where example.com is your website address).
      • Username: Your email address that you are setting up.
      • Password: The password for your email account.
    12. Once the account has been set up, click on your account under Accounts.
    13. Tap on SMTP under Outgoing Mail Server.
    14. Tap on your Primary Mail Server.
    15. Enter/Check your information, then click Done (top left hand corner). Note: Sometimes this is labeled as Back for older iOS versions.
      • Use SSL: This should be set to ON.
      • Authentication: Password.
      • Server Port: 465
    16. Click back again (top left hand corner)
    17. Click Advanced.
    18. Enter/Check your information, then click back (top left hand corner)
      • Remove: After one week (you may change this to suit your needs).
      • Use SSL: This should be set to ON.
      • Authentication: Password.
      • Delete From server: (you may change this to suit your needs)
      • Server Port: 995 for POP
    19. Click Done.

    If you have tried to set this up and you receive an error, please contact our office on 1300 844 491. Before you contact us, please make sure you are at the computer with all your details ready, including your iOS.

  • How do I set up an Email Account using Mac Mail?

    Lets say you have the domain www.example.com and you are setting up an email for info@example.com.

    1. Open Mail for Mac.
    2. Navigate to Email Mail Preferences.
      • Click on the Mail on your top Menu Bar, then click Preferences.
    3. Under the Accounts Tab, click on the plus symbol (+) at the bottom left which will open a new window.
    4. Enter in your information, then click Continue.
      • Full Name:Your name to appear on your outgoing emails.
      • E-mail address: your email address that you are setting up.
      • Password: the password for your email account
    5. If a Certificate warning pops up, click on Continue, this will be fixed in the later steps.
    6. Enter in your information, then click Continue
      • Account Type: POP
      • Description: Optional description (for example: Work Email)
      • Incoming mail server: mail.example.com (where example.com is your website address)
      • Username: Your email address that you are setting up
      • Password: The password for your email account.
    7. On the Incoming Mail Security, tick Use Secure Sockets Layer (SSL).
    8. Select Password as the Authentication, then click Continue.
    9. Enter in your information, then click Continue.
      • Description: Optional description (for example: Work Email)
      • Outgoing mail server: mail.example.com (where example.com is your website address)
      • Tick Use only this server.
      • Tick Use Authentication.
      • Username: Your email address that you are setting up
      • Password: The password for your email account.
    10. On the Outgoing Mail Security, tick Use Secure Sockets Layer (SSL).
    11. Select Password as the Authentication, then click Continue.
    12. Confirm everything is correct, tick Take account online, then click on Create.
    13. Back on the Accounts screen, click on your recently created account.
    14. Under Account Information on the right hand side, find Outgoing Mail Server (SMTP) drop down and select Edit SMTP Server List.
    15. Find your newly created Outgoing Server and click on it.
    16. At the bottom, click on Advanced and confirm the following details, then click OK.
      • Check that Automatically detect and maintain account settings is unticked (some versions of Mac Mail do not have this option).
      • Use Custom Port: 465 (this will need to be changed)
      • User Secure Sockets Layer (SSL) should be ticked.
      • Authentication: Password.
      • Username: Your email address that you are setting up
      • Password: The password for your email account
    17. Click on Advanced back on the Accounts screen.
    18. Check that Automatically detect and maintain account settings is unticked (some versions of Mac Mail do not have this option).
    19. Check that the Port is set to 995 and Use SSL is ticked.
    20. Confirm that Password is selected under Authentication.
    21. Close the preferences (top left, red circle)
    22. Restart Mac Mail.

    If you have tried to set this up and you receive an error, please contact our office on 1300 844 491. Before you contact us, please make sure you are at the computer with all your details ready. If you would like us to perform Remote Support, please download our Virtual Support software and have this ready with your ID and Password.

  • How do I set up an Email Account in Gmail?

    Let's say you have the domain www.example.com and you are setting up an email for info@example.com

    1. Click the Gear in the top right corner, and select Settings from the dropdown.
    2. Click the Accounts and Import Tab.
    3. Click Add a POP3 mail account you own.
    4. Enter your Email Address (eg, info@example.com). Click Next Step.
    5. Enter your email account details:
      • Username: Your full email address (eg, info@example.com)
      • Password: Enter the password for your email address.
      • POP Server: mail.example.com (Put "mail." in front of your domain name. If your domain name is mydomain.com.au, then you'd use mail.mydomain.com.au)
      • Port Number: 995
      • Leave the rest of the checkboxes unchecked.
    6. Click Add Account. You can now retrieve emails from your email address. To be able to send emails too, continue with the rest of the steps.
    7. Select the option, Yes, I want to be able to send mail as..., and click Next Step.
    8. Enter the following details:
      • Enter your Name. This is the name that people will see when they receive an email from you.
      • Uncheck the box that says Treat as an Alias.
    9. Click Next Step.
    10. Select the option, Send through example.com SMTP servers. Then enter the following details:
      • SMTP Server: mail.example.com (Put "mail." in front of your domain name. This should be the same as the POP server in Step 5).
      • Port number: 465
      • Username: Your full email address (eg, info@example.com)
      • Password: Enter the password for your email address.
      • Select Secured Connection.
    11. Click Add Account.
    12. Go to your inbox, and check for the Confirmation email. Once it arrives, you can do either of these two things to complete the setup:
      • Click the confirmation link in the email.
        or
      • Copy the confirmation code from the email, and paste it into the Email setup window, then click Verify.

  • It is after office hours, and I can't access my email from my program! Is there another way to access my emails?

    If you can get onto your website, you're in luck! There is a handy feature called Webmail that comes with all our hosting options.

    Webmail allows you to log in and check your emails without an email program. This is helpful if you are on the go and cannot get access to your own computer or email program, but you can access the internet.

    To access your email, just add /webmail at the end of your website URL. Lets say you have the domain www.example.com and you would like to check your email account info@example.com. Simply navigate to www.example.com/webmail and log in with your username (your email address) and your email password.

    If you cannot log in to your account, please contact our office on 1300 844 491.

  • Can I access my emails from home?

    Yes, you can access any emails that haven't been downloaded to your primary computer. There's a handy feature called Webmail that comes with all our hosting options.

    Webmail allows you to log in and check your emails without an email program. This is helpful if you are on the go and cannot get access to your own computer or email program, but you can access the internet.

    To access your email, just add /webmail at the end of your website URL. Lets say you have the domain www.example.com and you would like to check your email account info@example.com. Simply navigate to www.example.com/webmail and log in with your username (your email address) and your email password.

    If you cannot log in to your account, please contact our office on 1300 844 491.

  • How do I change my email password?

    If you can get onto your website, you're in luck! There is a handy feature called Webmail that comes with all our hosting options.

    Webmail allows you to log in and check your emails without an email program, it is also helpful for when you need to change your email account password and do not have access to cPanel.

    To change your email password, just add /webmail at the end of your website URL. Lets say you have the domain www.example.com and you would like to check your email account info@example.com. Simply navigate to www.example.com/webmail and log in with your username (your email address) and your current email password.

    Then down the bottom left, click change password, enter in your new password, and you're done. Don't forget to update your password in Outlook (or other Email Program).

    If you cannot log in to your account, please contact our office on 1300 844 491.

  • How do I set up an Email Signature?

    • In your email program, open the signatures panel to add a new signature
      • Using Outlook - create a new email, then click the 'Signature' button from the main menu, then 'Signatures' from the drop down.
    • Simply add new and format as required

  • I'm using Windows 7 and can't send/receive emails

    Please find our help guide here.