Web Mail User Session Expires

  • For security purposes, the Web Mail user session will expire (logout) after 2 hours of inactivity. When this occurs, any unsaved changes may be lost. Inactivity is considered to be staying on a single page for too long. If you are composing a message, we suggest saving a draft often, or compose the message off-line, in a text editor or similar.
  • Tip: If you are using Web Mail on a public computer, be sure to choose Logout, and exit/quit the web browser after you are done using Web Mail.

Webmail Slowness

  • Why am I seeing delays in webmail?
    Message size and volume will affect message folder loading. It is recommended you do not store messages with large attachments (10Mb+) in your mail account as this will affect performance. It is recommended to save the attachment locally to a folder on your machine, or alternatively utilize a cloud storage solution. If your account package includes One_Storage in the webmail, larger files can be stored there, depending on the amount of One_Storage you have. As the size of the data increases, so will the times it takes to process and load the folder.

Rich Webmail

  • 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 panel.


  • 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.

Invalid Password

  • 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.

Setting Up “Forgot Password”Feature

  • See Password Change

Forgot Password

  • 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.

Password Change

  • To change the user login password via Web Mail:
  • Login to Web Mail.
  • Choose Options.
  • Choose Password.
  • Enter your Old Password – This is the password used in the first step.
  • Choose a New Password – The  password must adhere to our policy .
  • Re-enter New Password – Re-type the password used in the previous step to verify that it is correct.
  • For New Password Question, enter a unique question that only you know the answer to. This question will be asked when a password reset is requested.
  • For New Password Answer, enter the answer to the question entered in the previous step. This answer will be required when a password reset is requested. (Note that the Password Answer is case sensitive.)
  • Choose Save.

Email Safety Tips

Here are some tips for using email safely and securely:

  • Choose secure passwords – Control Center passwords is recommended to have 8 or more characters. For email accounts, please see our Password Policy for more information.
  • Change passwords regularly
  • Update your passwords at least every 60 days. It is especially important to change your passwords frequently if you use or manage email on public computers which may be infected with spyware that record everything you type.
  • Use Anti-Virus
    If you have Anti-Virus, your email account is protected by industry leading anti-virus technology that is updated every hour against the latest virus threats. We recommend that you also install and maintain anti-virus software on your computer to prevent infection from floppy disks, CDs, DVDs and other unexpected sources.
  • Use SpamShield Pro
    If you have  SpamShield Pro,  you can automatically eliminate junk email and block web bugs that track your activity and system information.
  • Do not reply to spam
    In the event that spam sneaks past SpamShield Pro, delete it and forget about it. Replying or attempting to unsubscribe to junk email typically only informs the sender that they have found an active email address to send more spam.
  • Trust no one
    Never give out sensitive personal or account information to someone that asks via email unless you have verified the message’s authenticity. Common email scams employ email messages and even websites that look official, but are in fact attempts to steal your identity  to commit fraud. Also beware of email hoaxes that not only spread misinformation, but also bog down networks as unsuspecting users forward them like spam.
  • Logout
    Always logout of Web Mail and the Control Center after you are done using them or whenever you leave the computer unattended.
  • Use common sense.

Email Hoaxes

  • Spammers attempt to do what is called deliverabilty testing, where they attempt to break current spam rules that vendors have in place. No spam software is 100% effective against this, and spammers will find a way to break rules, hence why rules are constantly updated.
  • Recently, spam activity has increased in regards to spammers using standard phishing techniques for more targeted attacks. These attacks usually appear to contain a bad virus attachment and the FROM address appears to be at your domain. As a reminder, please make sure to adhere to common anti-virus safety tips . These messages are caught shortly after release, and our spam engines are being updated to stop these going forward, along with some variants. However, these persistent spammers are mutating their messaging and viruses enough to get past the current spam definitions, and we are constantly updating our definitions to stop these as quickly as we can.

SpamShield Pro

SpamShield Pro is a user configurable suite of tools to reduce junk email.

  • Access  – To access SpamShield Pro, login to your Web Mail account, then choose Options, and then SpamShield Pro. There you will be able to customize SpamShield Pro’s settings:
  • Enable SpamShield Pro – Turn all of SpamShield Pro’s options on or off.
  • Sensitivity – Classify a message as spam based on a SpamShield Score that you choose. A high SpamShield Score indicates that a message is more likely to be spam.
  • Move spam to INBOX – Automatically file spam into a folder of your choice.
    Tip: If you use Web Mail or IMAP, you can have SpamShield Pro automatically move spam to the Spam folder. If you POP, it is recommended that you leave spam in your INBOX and enable the Insert SpamShield Score feature described below.
  • Hide images – In Web Mail, this option blocks image tags from messages in the Spam folder to block image-based web bugs and graphics that may be offensive.
  • Insert SpamShield Score into messages as header – This option gives advanced email users the ability to create an email rule in their favorite email program that recognizes the SpamShield Score so it can perform additional actions on the junk email.
  • Approved Senders – SpamShield Pro will not affect messages received from email addresses on this list.
  • Blocked Senders – SpamShield Pro can reject all messages sent from email addresses on this list.
  • Block returned (“bounced”) messages for email that you did not send – SpamShield Pro includes BounceShield which can reject bogus bounces caused by spammers and trojan horses.
  • Block all senders that are not Approved Senders – SpamShield Pro can reject all messages sent from email addresses that are not on the Approved Senders list, sometimes referred to as a greenlist.
  • Saving: Be sure to choose the Save button at the bottom of the SpamShield Pro Options page if you want to save your adjustments. If you do not save, your settings will not be stored for further implementation.

SpamShield Score Overview

  • SpamShield Pro calculates a SpamShield Score for every message it analyzes.
    The higher a message’s SpamShield Score, the more likely it’s junk email.
  • SpamShield Pro assigns points to a message for suspicious indications of spam such as having “ADV” in the subject line, and reduces points for characteristics of legitimate email such as having a valid sender. On average, a message with a cumulative SpamShield Score greater than 3 is most likely junk email.
  • You can customize the maximum SpamShield Score that a message is allowed before SpamShield Pro considers it to be spam by adjusting SpamShield Pro’s  Sensitivity.