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Email Support

We can help

Please choose from the common problems below to see how we can help.

My mailbox is full

If your email settings aren’t set correctly, you may receive an error to say your mailbox is full.

If this happens, there are two steps to take:

  1. Login into your Webmail to remove any old messages
    1. Go to http://mail.YOURDOMAIN.CO.UK/webmail
    2. Login with your email address and password
    3. Click on ‘Inbox’ in the left-hand menu
    4. Remove any old messages from the server (this won’t delete any that have already been downloaded to your computer)
  2. Update your email settings
    1. To stop old messages building up in future, update your email settings to remove messages after a certain time
    2. Click into your account settings and look for the active setting ‘Leave a copy of messages on the server’
    3. There will then be the option to ‘Remove from server after …’
    4. Set this to 14 days

View examples of where to find these settings on:

Outlook 2013 Microsoft Outlook 2013 Mozilla Thunderbird Mozilla Thunderbird Apple iPhone or iPod Touch Apple iPhone Android Phones Android phone Apple Mac Mail Apple Mail

Our standard email quota is 100MB per account. This is more than sufficient space for a POP3 account to work as intended. As a business service, we maintain 14 days of backups. This means that for every 100MB mailbox, we have to keep 2 Terabytes of storage.

If you find your mailbox getting full, updating the settings will resolve this. You can click here if you need further assistance.

I’ve forgotten my email password

For security reasons, we don’t keep a record of your email passwords.

If you’re unsure of your password we can reset this for you, which would then need to be updated on any device where the email address is set up.

There may be a charge for repeated resets.

To help you store your passwords securely, you can look to use password management software such as KeePass, LastPass or 1Password.

keepass-logoKeePass lastpass-logoLastPass 1password-logo1Password
I need help setting up email on my desktop or device

If you need help setting up an email account for the first time, or an existing account has stopped working, please run through our online guides and follow the steps to check your settings are correct.

In the majority of cases, email issues can be resolved by updating your settings.

Please note – we can only offer limited support for configuring these settings for you – we’ll do our best to help but it’s not possible for us to support all devices, especially mobiles.

Your IT support team will be able to help to configure your email client should you need extra support.

In the event we experience technical issues with our mail server, we’ll be instantly alerted and will immediately start work to resolve any issues.

Windows 8 Mail AppWindows 10 Mail App Windows 8 Mail AppWindows 8 Mail App Outlook 2013Microsoft Outlook 2013 Outlook 2010Microsoft Outlook 2010 Outlook 2003Microsoft Outlook XP / Outlook 2003
Windows MailWindows Mail Outlook ExpressMicrosoft Outlook Express Mac Mail OSXMac Mail OSX Mozilla ThunderbirdMozilla Thunderbird Apple iPhone or iPod TouchApple iPhone or iPod Touch
Google Android or Nexus PhoneGoogle Android or Nexus Phone (includes Hotmail)
I'm having a problem sending emails

Q: I’m getting an error message sending/receiving which includes the terms “Spamhaus” or the error code “451”

A: In order to reduce the amount of spam email passing through our mail server, and to improve the quality of the email service as a whole for our customers, we are now using the Spamhaus internet blacklisting service. In most cases, this will operate silently without an issue; if however, you are encountering problems with Spamhaus, the following workarounds should bypass the blacklisting service and resolve the issue:

In Outlook Express/2000 is to go Tools -> Accounts, then go to the properties of the account, click on the “Advanced” tab and where it says “Outgoing Mail (SMTP)” and has a box with 25 in it change that to be 2525

In Outlook XP/2003 go to Tools -> E-mail accounts, then click “View or change an existing account”, select the account from the list and click “Change” then click the “More Settings” button, click on the “Advanced” tab and where it says “Outgoing Mail (SMTP)” and has a box with 25 in it change that to be 2525

NOTE: Mobile users will find the alternative port 2525 may be blocked by your device or network provider. Ports 465 and 587 can be used as alternatives in this case.

Q: When I try to send a mail I get an error saying “553 – That domain is not in my list of allowed RCPTHOSTS” (or similar), what is wrong?

A: This is because you haven’t turned on outgoing authentication. If you are using Outlook XP/2003 go to Tools -> E-mail accounts, then click “View or change an existing account”, select the account from the list and click “Change” then click the “More Settings” button, click on the “Outgoing Server” tab and tick the “My Outgoing Server (SMTP) requires authentication” checkbox. Then click OK.

If you are using Outlook Express/2000 go to Tools -> Accounts and then click on the account in the list and click “Properties”. In the box that is displayed click on the “Servers” tab at the top, you should then be able to see a check box at the bottom labelled “My server requires authentication” – tick this box and then click “OK”. You will be returned to the main accounts screen and you can now click “Close” to finish.

Q: I’m on AOL, why I can’t send e-mail?

A: Due to AOL’s e-mail policies “normal” mail server access is blocked – the work around to this in Outlook Express/2000 is to go Tools -> Accounts, then go to the properties of the account, click on the “Advanced” tab and where it says “Outgoing Mail (SMTP)” and has a box with 25 in it change that to be 2525

In Outlook XP/2003 go to Tools -> E-mail accounts, then click “View or change an existing account”, select the account from the list and click “Change” then click the “More Settings” button, click on the “Advanced” tab and where it says “Outgoing Mail (SMTP)” and has a box with 25 in it change that to be 2525

Please note: as this is an AOL issue and is largely out of our control, we cannot provide support on this issue.

Q: I’m on BT Internet (aka BT Connect or BT Openworld) or another provider, why can’t I send e-mail?

A: For security BT does not allow sending e-mail through the normal method (much like AOL above), other providers also seem to be making this same restriction – the work around to this in Outlook Express/2000 is to go Tools -> Accounts, then go to the properties of the account, click on the “Advanced” tab and where it says “Outgoing Mail (SMTP)” and has a box with 25 in it change that to be 2525

In Outlook XP/2003 go to Tools -> E-mail accounts, then click “View or change an existing account”, select the account from the list and click “Change” then click the “More Settings” button, click on the “Advanced” tab and where it says “Outgoing Mail (SMTP)” and has a box with 25 in it change that to be 2525

NOTE: If you find that 2525 doesn’t help, then please try 465 or 587 in place of 2525, as these might be allowed by your supplier instead.

Please note: since this is usually down to security from the providers side, we cannot provide support on this issue.

Q: People are receiving multiple copies of my email, how can I stop it?

A: If you are using Outlook Express (version 6) there is a bug in the software. When there are too many messages in the “sent” mailbox, Outlook will start sending multiple copies of your emails to recipients.

To fix this, simply move or delete the messages from the sent folder, leaving it as empty as possible.

My problem isn’t listed above

If your problem isn’t listed above, please click here for further assistance.