Email FAQ

Setup

I run my own DNS, what records do I need to create?

You will need to update your MX record to point to mail.bluetie.com. There are no other changes you need to make to your zone file.

What is the difference between POP and IMAP?
POP3 is designed to support “offline” mail processing. POP3 is ideal for people who only access their email on a single computer such as at home or at work, but not both. When using POP3, mail is delivered to our server, and the user uses a mail “client” program (Outlook, Thunderbird, etc.) that connects to the server and downloads all of the pending mail to the user’s own machine. Once delivered to your computer, the messages are deleted from the mail server (unless you configure your client to leave your mail on the server). 

IMAP is an especially convenient method of delivery for those who access their email on multiple computers. A growing number of email users have one machine at work and a different one at home, possibly also a laptop for travel. Like POP3, mail is delivered to our server, but the mail client (Outlook, Thunderbird, etc) does not copy it all at once and then delete it from the server. Messages on our server can be marked with various status flags (e.g. “deleted” or “answered”) and can be moved to folders either on a local computer or on the server. They will stay on the server until explicitly removed by the user. This way any changes made to the messages can be viewed from any computer. 

What are aliases?
An alias is just another name attached to your domain to form an email address. For example, John Smith’s username is jsmith.mygigemail. His default alias (sent in the From section on his email) is jsmith@mygigemail.com. He also has the aliases ofjohnsmith@mygigemail.com and john@mygigemail.com. John has a total of 3 aliases that will all direct email to his one email account (one username and password). 

How do I add a new email address for my mailbox?
To add a new email address:

  1. Login to the Enterprise Manager account.
  2. Click the Enterprise icon.
  3. Click the username to which you would like to add the address.
  4. Click the Email Aliases button.
  5. Click the New Alias button.
  6. Select the domain that you would like to use from the drop-down menu.
  7. Type or choose the email address that you would like to use.
  8. Check the Set alias as default checkbox if you would like to always send from that address by default.


How do I change my default email address?
To change your default email address:

  1. Login to the Web application.
  2. Click Preferences.
  3. Click Name and Signature.
  4. Change the default sender address to the desired email address.

Receiving

How will I know when I receive new messages?
A notification can be received to alert you to the arrival of new email messages. To receive this notification, please do the following:

  1. Click on Preferences.
  2. Click on General Settings (under Email section).
  3. Go to the New message notifications box.
  4. Use the drop down box beneath Notify me: to select desired time of notification.


What is Junk Mail?
“Junk Mail” is the common term used to describe unsolicited email. Examples of Junk Mail include: ads, pyramid schemes, and prizes that you have “won.” To help minimize the receipt of Junk Mail, our business mail allows you to customize your own Juck Mail or “spam” filters as well as block any emails that include specific domain names, email addresses, subject or body text content, etc. 

How do I prevent Junk Mail from entering my account?
Several control filters help prevent Junk Mail from entering your account. Filters such as Junk Mail Restrictions, Safe List, Block List and Hiding Embedded Images work to alleviate this issue. 

How do I flag email messages as junk?
To flag email messages as junk:

  1. Highlight the email message.
  2. Click on the FLAG AS button.
  3. Select JUNK.


How do I mark messages as “read” or “unread”?
To mark a message as read or unread, please do the following:

  1. Click on the email message.
  2. Click on Flag As.
  3. Click on Read or Unread.


Can I filter emails by Date, Size, Subject or From address?
Yes. To filter emails by Date, Size, Subject or From address:

  1. Click the Email icon. Locate the From, Subject, Date, and Size column headers above the email messages.
  2. To filter one of these columns, simply click on the column header of your choice.
  3. To reverse the filter, click on the column header again.


How do I change the number of emails that I see on a page?
To change the number of emails that are visible on a page, do the following:

  1. Login to your account.
  2. Click on Preferences (located in upper right hand corner).
  3. Click on General Settings (located under Email section).
  4. Under the Viewing Emails section, you can select the number of emails you wish to display: 10, 20, or 50.
  5. Click Save.


How do I disable my preview pane?
To disable the preview pane:

  1. Click on Preferences.
  2. Click on General Settings (under Email section).
  3. Click on radio button next to Off under Preview Pane.
  4. Click Save.


Why can’t I see the images in my email?
If you are unable to see the images in your email, please adjust your junk mail controls using the following steps:

  1. Click Preferences.
  2. Click on Junk Mail Controls.
  3. Select Not to hide embedded images within email.


Why am I not receiving an email that I know was sent?
If you aren’t receiving emails that you know have been sent to you, please verify the following things:

  1. Make sure the messages haven’t been filtered into the Junk Mail folder inadvertently.
  2. Contact the sender to see if they received any email returns or error messages.


Why am I only receiving email from users in my enterprise?
If you are only receiving email from users in your enterprise, please consider the following:

  1. Check to see if the mx records point to our service.
  2. Contact your Enterprise admin.


Why am I receiving failed delivery email that I never sent?
This is typically caused by a spam message that was sent using your email address. This is an attempt to send out a spam message using your address listed as the return path. When the spammer sends their message to an invalid email address, the bounce message comes back to your account, because they used your address. This usually happens because your computer or someone who has you listed in their contacts could be infected by a virus. Some possible solutions to prevent this from happening are:

  1. Make sure you are up to date with your anti-virus program.
  2. Run a full scan on your computer.
  3. Also, attempt to notify anyone who has you listed in their contacts to do the same.
  4. Lastly, try to remove any reference to your email addresses from any websites.


Why can’t I reply, forward or open an email?
If you are unable to reply, forward or open an email this is likely caused by pop-up blockers. To solve this issue, please make sure that all pop-up blockers are disabled for the site. 

Why did all of the messages disappear from my inbox?
A common cause of this issue relates to the settings on the POP3 account. To solve this problem the POP3 Client will have to select leave a copy of message on server in their account settings.

Sending

How do I send a message?
To send a message or create a new email message, please do the following:

  1. Click the “New Email” button and a new window will pop up with a compose screen.
  2. To specify a list of recipients, you can use one of the following methods:
    • Manually type in a username or email address, separating multiple entries with a comma.
    • Use SimpleClick to enter individuals or groups without typing in an address.


How do I use the SimpleClick function to send a message?
To use SimpleClick, do the following:

  1. Click on the “To” button and your contact list will appear on the left-hand side of the window.
  2. You may choose from personal, shared, and enterprise contacts. (See SimpleClick tabs.)
  3. Then click on the desired names to automatically insert them into the “To” field of your email.


How do I send a message to multiple contacts?
To successfully send a message to multiple contacts, you should first create a personal group for contacts. Once the personal group is created, please complete the following steps to send your message:

  1. Open a New Email.
  2. Click on the To: button.
  3. Click on the desired group name.


What is the largest size email I can send?
The largest email that you can send is up to 25MB in size. 

How do I reply to multiple recipients?
To reply to multiple recipients:

  1. Open the email message.
  2. Click on Reply All.


How do I configure my Email Signature?
Setting an Email Signature will automatically append a custom message to the bottom of each new email. Unlike the Email Footer, the Email Signature will be displayed and editable in the message composition window. You may configure this in your Preferences Menu, within Email Preferences underneath the Name and Signature heading.

How do I add an email signature?
To add an email signature:

  1. Login to the Web application.
  2. Click on Preferences.
  3. Click on Name and Signature.
  4. Input the desired email signature.
  5. Click Save.


How do I create a mailing list?
To create a mailing list, do the following:

  1. Click on Enterprise Preferences.
  2. Click on Mailing Lists.
  3. Click on Create New Mailing List.
  4. Enter the Mailing address and the recipients you would like to include on your mailing list.
  5. Click Save.


How do I Save all outgoing messages?
To Save Outgoing messages:

  1. Click on Preferences.
  2. Click on General Settings.
  3. Click on the Yes button located beneath Automatically save outgoing messages.

Miscellaneous

How do I create a new folder?
You can create both root folders and sub-folders.

To create a root folder:

  1. Right-click on My Folder (located at top of the folder tree list).
  2. Click on Create Folder and name the folder.


To create a sub folder:

  1. Right click on the folder to which your sub-folder will be added.
  2. Click on Create Folder and name the folder.


How do I delete all messages in a folder?
To remove or delete email messages from a particular folder:

  1. Select the desired folder.
  2. Hold down the ‘Ctrl’ key and then press the ‘A’ key.
  3. Click on the Delete or Red X button at the top of the page, or simply press the ‘Delete’ key on the keyboard.

This will delete all the emails displayed on the page. Depending on the number of emails in the folder and the number of emails displayed you may have to complete steps 2 and 3, a few times.
NOTE: Both the Junk Folder and Trash folder can be emptied by right clicking on either folder and selecting empty.

How do I select multiple messages?
There are three different options that allow you to select multiple messages using your keyboard functions. To access these functions, please use the options below.

Option 1: To Select All Messages:

  1. Hold down the ‘Ctrl’ key.
  2. Then press the ‘A’ key .


Option 2: To Select a Group of Messages:

  1. Hold down the ‘Ctrl’ key and select the first email.
  2. Scroll down to the last email in the group and release the ‘Ctrl’ key.
  3. Then hold down the ‘Shift’ key.


Option 3: To select multiple individual messages:

  1. Hold down the ‘Ctrl’ key.
  2. Then click on the desired emails.


How do I print an email?
To print an email:

  1. Click on the email.
  2. Click on the Print icon (located at top of email section).


Why can’t I see the Print, Delete and Save icons?
If you are experiencing difficulty in viewing the Print, Delete or Save icons, please try the following steps:

  1. In the Internet Explorer menu box go to Tools > Internet Options > Accessibility > Make sure all boxes are unchecked.
  2. In the Internet Explorer menu box go to Tools > Internet Options > Security Tab > Custom Level> Make sure that ‘Run ActiveX controls’ is enabled.
  3. If running or using Norton Internet Security, disable Norton then Log out and Log back into the application.


How do I turn on an out-of-office message?
To turn on an out-of-office message, log into your account and then follow the steps below:

  1. Click on Preferences.
  2. Click on Out-of-Office Message.
  3. Click on Turn Out-of-Office Message On.


To turn on your out-of-office message for a predetermined period of time, please use the following steps:

  1. Click on Preferences.
  2. Click on Out-of-Office Message.
  3. Click the radio button next to Starting.
  4. Enter the start and end dates.
  5. Enter the subject and body of the message.
  6. Click Save.


Note: You can create a personalized out-of-office message or you can use the standard default message. If you opt to create your own message, simply change both the Subject line and message content.

Why is my Web form not being delivered?
Please verify the following if you are having problems sending from a Web form to a business email account or mailing list: 

  1. Verify that the email is not going to the Junk-Mail folder of the recipient.
  2. If the form is being sent with a From Email address that is in our system, verify that you are using smtp.bluetie.com with authentication to send. The authentication must use the username and password with which the From address is associated with.
  3. If the form is being sent with a From Email address that is not in our system, verify that you are NOT using smtp.bluetie.com to send out. This will look like a spoofed email message and will result in the email being rejected.