Email FAQs

  1. What is email?
    Email (sometimes spelled e-mail) allows you to exchange messages with friends who are also on the Internet. Email messages may also be used to exchange graphics, sound, animation files or software.

  2. What is spam?
    “Spam” is the name for Unsolicited Email, also called junk mail, that you may get in your email box occasionally. Spam is the term assigned to any email you get that you did not ask for. monitors carefully to ensure that subscribers who “spam” others are swiftly removed from our network.

  3. What’s an “address book”?
    Most email programs come with an Address Book — a convenient place to store the names and email addresses of those to whom you frequently send messages or files. This is convenient for sending emails quickly, without having to type in long or hard-to-remember email addresses for dozens of people.

    Address books allow you to assign a nickname to each email address. For example, if your friend’s email address is you could save a lot of time — and cut down on potential typing errors — by simply assigning your friend’s name (“Mary”) as the nickname for this email address. When you get ready to type a message to Mary, simply type “Mary” in the “Mail to:” box, and the associated email address will be input automatically for you.

    For detailed instructions on the use of your Address Book, open your email client and click on Help.

  4. I sent the email a week ago, but my friend says he hasn’t received it.
    Very rarely do emails actually get “lost” somewhere in cyberspace. The email should have arrived at your friend’s Inbox within a few minutes from the time you sent it. If there was a network problem, you would receive an email stating that your message was undeliverable, for whatever the reason.

    If you do not receive an error message notifying you that your email was undeliverable, then the email message was successfully delivered to someone’s Inbox, which means that you should take a closer look at two things: Your mailer’s Outbox, and the email address to which you sent the email.

    Some mailers are set up to let you work offline, then send all of your mail at once when you click on the “Send and Receive” button. If you haven’t clicked that button, you may not have actually sent the email yet. Try clicking on the “Send and Receive” button just to be sure. If you don’t have a “Send and Receive” button, try looking for “Send Queued Mail” under the File menu of your mailer.

    You should also double-check the email address to which you sent the email. It’s easy to make a typo when you’re sending out email, and this is the most common cause for mysteriously undelivered email.

  5. “I can send mail but not receive any.”
    If you get an error message involving the word “password,” the first thing to do is to check the password you’re typing in. Carefully re-type your password and try again.

    If the server times out when you try to check your mail, someone may have sent you a large email attachment that is clogging your mail spool and preventing downloads. It’s also possible that your mail settings are incorrect. Contact Technical Support, toll free at 1-888-806-4357, for assistance if this seems to be the problem.

    If you’re expecting mail from someone and haven’t received it, double-check with the sender to make sure they sent it to the right email address. Remember that email addresses are usually case-sensitive and should always be lower case. It is your User Name that should go in front of our domain, not your actual name. (

    You can also set your preferences to automatically check for email more frequently throughout your session (every 5 minutes, or every 10 minutes, etc.) Click on the “Send and Receive” button — or the “Check Mail” or “Get Msg” button — to make sure there’s nothing lurking on the mail server for you.

  6. “I can receive mail but not send any.”
    This means that you should probably check the email address to which you’re sending your messages.

    Sometimes, if you have a bunch of email queued up to send all at once, and one of the addresses is incorrect, it will prevent your mail program from sending any of them. In this case, it’s probably a good idea for you to go through each of the messages one by one until you find the faulty email address. If you’re using the Address Book function of your mail reader, check to make sure that all the addresses in there are correct.

    The proper format for the average email address is:

    Whatever your friend’s email address, just make sure to double-check the spelling and capitalization of it to make sure you don’t have one character off.

    If you’re getting an error message about an SMTP server, you should probably take a look at your mail settings. Both incoming (POP3) and outgoing (SMTP) mail servers are:

  7. What’s an “attachment”?
    An attachment is a separate file that is “attached” to an email, used to augment the original message. One popular application of attachments is to send photographs to friends and family members. To be attached to an email, the photograph must first be stored on your computer in an acceptable file format, such as .jpg, .gif, or .bmp. You can also attach text documents such as letters, contracts, or other items you have stored on your computer.

    Newer versions of popular email clients usually have an easy way to attach a file to the email you send (look for an icon at the top of your mail client that says “Attach” or click on “Insert > File Attachment” at the top of the mail client window). To learn more about how to use this feature, click on the Help menu item after you open your email client.

  8. Error Message says, ‘Can’t find'”
    This means one of three things:

    1. the settings for your POP3 and/or SMTP server are incorrect;
    2. for some reason you don’t have DNS (see Web FAQ for more information on that);
    3. the mail servers are completely occupied by other users. (this is the least likely of the three possibilities).

    If you can’t download a particular web page, you’ll know it’s a connection issue and call Technical Support, toll free at 1-888-806-4357, to help you resolve the configuration problem on your PC or Mac.