FAQ topics
Account (change address and others settings)
Anti Virus filter
Bonus program
ControlCenter (alias, rules, autoreply)
Invoice
Password
Security
Setup Email Client (Outlook/Thunderbird/Eudora/mobile phones and others)
Sms / fax
Spam / Spam filter
Troubleshooting (over quota, session expired, no access)
Upgrade, Downgrade or add new services
Web Mail

Account (change address and others settings) [top]
Q:Can I change my email address?
A:Yes, you can change your address. However we recommend to use alias addresses (only for Standard and professional accounts available) 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:
Please 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 typ you would like to upgrade/downgrade to, confirm the change with your password and click on the "Save changes" button at the bottom of 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:Can I increase my mailbox size?
A:Yes, it is possible to increase the mailbox storage space.
    2. If you have a Basic or Standard Account you can upgrade to an account with a bigger mailbox size.
    3. If you have a Professional Account you can increase your mailbox storage space to the following prices:
    • Increase from 250 MB to 500 MB is USD 25 per year.
    • Increase from 250 MB to 1 GB is USD 55 per year.
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, eg I need three more alias addresses) using our support form.


Anti Virus filter [top]
Q:Do you have an antivirus filter?
A:Yes, all incoming emails will be filtered and the infected emails will be deleted.


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. at last, 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. in 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 adress 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.
Q:How do I define an autoreply?
A:To set an autoreply please log in to the ControlCenter. For each defined rule you can set a different autoreply. Select the rule you wish to change, click on the change button and enter your autoreply message in the field autoreply.


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.


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 shows automatically my password. How can I deactivate this feature?
A:To clear the password with InternetExplorer please proceed as follows:
Open the menu "Tools",select "Internet Options", click on the tab "Content" and press the button "AutoComplete". Press now the button "Clear Passwords".

For other browsers please check the help function of the browser.
Q:I forgot my password. What shall I do?
A:Please follow this link to receive your password: password


Security [top]
Q:What is secure access?
A:Please follow this link to read more about secure access: secure access


Setup Email Client (Outlook/Thunderbird/Eudora/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 can not receive/send any emails what shall I do?
A:Please describe us the exact problem and provide us 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..) 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 the button OK.
Please don't click on the option: When displaying hierarchy in Outlook, show only subscribed folders.


Sms / fax [top]
Q:How much does it cost to send a 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 a sms/fax(ControlCenter/Rules).

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


Spam / Spam filter [top]
Q:Emails of my friends and business partners are tagged as spam. What can I do?
A:If you think to many good emails (ham) are tagged as spam, you may increase the level of sensitivity. Additionally you can add an email address to your white list to prevent that this address will be ever tagged as spam.
Q:Emails tagged as spam are sent as 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 behaviour is not convenient for you uncheck the option "Safe Report".
Q:I have to many spam emails in my mailbox. What can I do?
A:Please check if your SpamChecker is activated. We recommend to save the incoming emails assumed to be spam in a separate folder for screening purposes and to decrease the level of sensitivity to 2.0 or 3.0 or even lower.
Q:How can I avoid Spam?
A:
    2. We recommend that you never ever respond/unsubscribe to unsolicited mail/SPAM and advise to be extremly 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. Additionally 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 you 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 by 100% that personal/business or wanted advertising emails are exclude by the SPAM filter rules. Therefore, we highly recommend that you do not delete emails tagged as SPAM directly, but that at first you move them into a separate folder for screening purposes. The sensitivity level can be used to increase/decrease the criteria that have to be reached 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 us spam emails which are not tagged as spam or good emails (the one you want to receive and which are often called ham) which are tagged as spam. It will allow us to adjust the filter more accurate.

To report spam emails which are not tagged as spam move these emails in the folder reportSpam (see folder user/smorg-sysmsg95/reportSpam). To report ham emails (good emails which are tagged as spam) move these emails in the folder reportHam (see folder user/smorg-sysmsg95/reportHam). Please do not move newsletters in the reportHam Folder. Add the sender address to the white list instead.

Please note that you can not 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.


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. Click on "OnlineOffice" and log into your account again. Should it still not work logout again, delete all cookies in your browser, close and restart your browser, 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 bookmark but start always with www.swissmail.org.
Important:
Please make sure that Cookies and JavaScript are enabled in your browser's setting.
Q:My mailbox is over quota what shall 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.
Q:I can not access my account. What shall 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. do you access your account over the 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 us the problem and send us the following information:
    2. the sender address, the recipient adress and the date the email was sent
    3. the non-delivery message if you received one
Q:I can not 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 can not receive an email. What can I do?
A:Please send us the following information:
    2. the sender address, the recipient adress and the date the email was sent
    3. the non-delivery message if the sender received one.


Upgrade, Downgrade or add new services [top]
Q:Can I upgrade/downgrade my account?
A:Yes, to upgrade/downgrade your account, please proceed as follows:
Please 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 typ you would like to upgrade/downgrade to, confirm the change with your password and click on the "Save changes" button at the bottom of 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:Can I increase my mailbox size?
A:Yes, it is possible to increase the mailbox storage space.
    2. If you have a Basic or Standard Account you can upgrade to an account with a bigger mailbox size.
    3. If you have a Professional Account you can increase your mailbox storage space to the following prices:
    • Increase from 250 MB to 500 MB is USD 25 per year.
    • Increase from 250 MB to 1 GB is USD 55 per year.
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, eg I need three more alias addresses) using our support form.


Web Mail [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 OulookExpress into the 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 the 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 the WebMail Addressbook (->http://www.swissmail.org ->Online Office -> Addressbook ->Import/Export)
Q:How do I change the WebMail language?
A:Please click on "Options" in the navigation menu above the Inbox; click on "language" and select for example "English GB" from the drop-down menu and click on the "Save Options" button.

Please note that you should also set your browser default language accordingly.
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, click on OnlineOffice 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 attachment?
A:To attach a file to your email message, please proceed as follows:
<> go to your "OnlineOffice" and click on "New Message" in the navigation menu above the Inbox (Inbox, New Meassage...);
<> click either 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 it 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.".