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End-User Frequently Asked Questions

Our email experts have come up with the most frequently asked questions from our end users and have provided them here for you to do some initial troubleshooting.

1. I’ve forgotten my password.  How do I access my account?

2. I am sure I have the correct password but I cannot log in.

3. I am locked out of my account or my account has been suspended.  Why did that happen and how can I get it resolved?

4. I am unable to connect to the login page.

5. What is the Rich Web version and how is it different than the Classic View?

6. People tell me that they send me email but I do not see them in my account.

7. The owner of the domain decided to no longer offer email services to the domain.  What can I do?

8. I just upgraded to the Mail Plus service and want to use an email client like Outlook to access my email.  How do I set it up?

9. Who do I talk to for technical support? 

10. How do I back-up my email? 



1. I’ve forgotten my password.  How do I access my account?

On the login page under the Login button, there is a link to help you retrieve your password.  Click on the link and you will be prompted for your username and the answer to the security you had set up when you first signed up for the account.  After you provide the proper answer, you will be given a temporary password to log into your account.

 

2. I am sure I have the correct password but I cannot log in.

Your password is case sensitive.  Please make sure it is spelled correctly and that the CAPS Lock is not activated.

 

3. I am locked out of my account or my account has been suspended.  Why did that happen and how can I get it resolved?

If your account has been locked or suspended, it is possible that our system flagged your email as having a high spam score.  This can be a result of your email containing elements that are considered spam such as links to domains that are blocked by the messaging community, forwarding chain letters, or containing multiple spam elements.

 

4. I am unable to connect to the login page.

There can be various causes to not being able to connect to the login page. 

  • First check that you are indeed connected to the internet.  Try browsing to another website (such as www.espn.com).  If you are also unable to get to that site, you may be having internet problems.  Contact your internet service provider to resolve this problem.
  • Make sure you have the right website URL. The site where you signed up for your email address should have the correct URL.  Sometimes the administrator changes the URL for different reasons.
  • Internet browser cookies are required. If you have configured your Internet browser to reject cookies, you will not be able to login into our services. Please reconfigure your browser to accept cookies before trying to log in.
  • Check Everyone.net’s status page for maintenance and issue updates: http://www.everyone.net/main/scripts/status.php
  • Try rebooting your computer.  This will potentially remove bad DNS entries, bad temporary files, etc. that causes your browser to reach certain websites.

 

5. What is the Rich Web version and how is it different than the Classic View?

The Rich Web version was built with the AJAX programming language that offers a feature rich user interface.  Along with a more efficient view, you have the ability to drag and drop emails like a desktop application (such as Outlook).  You are able to preview messages as well as have other commands at your disposal (such as flagging messages, saving to your computer, etc.).  You can easily switch to the Rich Web version by clicking on the “Switch to Rich Web Mail” on the left side navigation pane.

 

6. People tell me that they send me email but I do not see them in my account.

  • If only some emails are not getting through: 1) Make sure the sender has your correct email address.  One incorrect letter will cause delivery problems, 2) Check your spam folder.  Sometimes legitimate email can look like a spam email and end up in that folder.
  • If no emails are getting through, contact the domain administrator for the site you got your email account from.  Since they control the DNS settings for your domain, the settings might have changed which would cause all emails to not be delivered. If you are using an email client (like Outlook), make sure your internet service has not been interrupted.  Check by using your internet browser.  If you are not able to browse to any websites, contact your internet provider to fix this problem.

 

7. The owner of the domain decided to no longer offer email services to the domain.  What can I do?

The control of the DNS record belongs to the domain owner.  If he/she no longer desires to offer email services on his/her site.

 

8. I just upgraded to the Mail Plus service and want to use an email client like Outlook to access my email.  How do I set it up?

Please visit our online tutorial guides for step by step instructions: http://helpdesk.everyone.net/kb.cgi?cat&query=POP&lang=en

 

9. Who do I talk to for technical support? 

Technical support information is found on the home page of your webmail session once you have logged in.

10. How do I back-up my email?

Most IMAP email clients are already configured to download an offline of emails. For instance, you can download and install Thunderbird for free from Mozilla and connect to everyone.net over IMAP by following our Thunderbird guide. Most other email clients can be configured to connect via IMAP as well. Just follow our general IMAP instructions or see our other guides for details.