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Email FAQ

General Email Information Using Webmail Using an email program Spam Filtering Services

General ITG Email Information
Q:  How many email addresses do I get with my domain name?  
A: You may have as many email accounts as you need. If your total mailbox storage exceeds 100mb, an overage fee of $5/100mb/month will be assessed.
Q:  What is an "alias" and why would I want one?  
A: An alias is like a nickname for your email account. An alias is used in situations where you want email from multiple addresses to be delivered to your main account, rather than having to set up and check each email address separately. An alias is usually used with generic accounts like Sales@SomeDomain.com or Orders@SomeDomain.com or with alternate spellings of the main account name.

As an example, let's look at how Jane Smith at the SomeDomain Company might use aliasing to help manage all of the email she receives in her various duties as Operations Manager. Jane's main account is JSmith@SomeDomain.com. However, she likes to have an alternate account that she gives out only to her personal friends, Jane@SomeDomain.com . She sets the Jane@SomeDomain.com address up as an alias to the JSmith@SomeDoamin.com address , so mail for both accounts comes into the same inbox. When mail is delivered to her inbox, she can quickly scan the TO: field in the email to see if it is personal or professional, based on whether it is addressed to Jane or JSmith.

We helped Jane set up a feature called an email rule to sort the mail to the address Jane@SomeDomain.com into a folder in her email program that she set up to store her personal email and keep it separate from her professional email. By using an alias for her personal mail, Jane does not have to switch back and forth between accounts or remember a lot of user names and passwords to keep up with all of her mail. We can help you set up rules based on your aliases that will allow you to sort your mail as it comes into your inbox in order to make it easy to manage.

Jane is also in charge of managing all of the sales inquiries and orders generated on the web site. The Sales@SomeDomain.com and Orders@SomeDomain.com addresses are also set up as aliases for JSmith@SomeDomain.com so that Jane does not have to check a separate mailbox each day for sales inquiries and orders. If, at some later date, Jane decides to delegate the management of sales inquires to Fred Jones ( FJones@SomeDomain.com ), she simply notifies us to move the alias Sales@SomeDomain.com from her account to Fred's account. Fred will then receive the sales inquiries in his main mailbox, without the need for Fred to reconfigure his email settings. The alit to move email addresses around from user to user in this way without asking customers to update their address books is a key benefit of aliasing your email address for generic accounts like Sales or Orders.

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Q:  What is my user name and password?  
A: Your user name is the main email address for your account. In the previous example about Jane Smith, JSmith@SomeDomain.com would be the user name. You will use this user name to log into webmail and to set up an email program to retrieve your email from the server. When we set up your email, we will generally assign a generic password to your accounts. You may use the webmail interface to reset your password at any time or you may call us and we will be glad to reset your password for you.

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Q:  How do I retrieve my email?  
A: You have several options for sending and receiving email. If you have a well-established email account on another server, we can forward your email to that account. This means that we do not store your mail on the IntoToGo mail server and we cannot solve problems related to sending or receiving your forwarded email. For example, if Jane Smith decided that she wanted to forward all of her mail to her email account, SomeDomainJane@aol.com , all of her incoming mail would be sent directly to the AOL mail server - the InfoToGo mail server would never store a copy and we would not be able to control what AOL does with Jane's mail once it is received. If you choose to forward your mail to another account, please be aware that when you Reply To: the email, it will show the address of the account being used to send the mail - in Jane's case, her Reply To: address would be SomeDomainJane@aol.com rather than JSmith@SomeDomain.com . If you prefer to have your domain name in your address, you will want to use webmail or an email program to send and receive mail rather than forward it elsewhere.

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Q:  What is the difference between using webmail and using an email program?  
A: Webmail can be accessed from any computer with an internet connection and a browser and does not require any special setup. An email program runs on your computer and requires some setup so that it can send and receive mail. You can use only webmail, only an email program or use both.

Webmail is very convenient when you are traveling because you can check your email from any computer with a browser and Internet access. Webmail is also an excellent way for several people to check their email on a shared computer in your office. If you use Webmail, all of your email is stored on our server, rather than on your computer. One of the major drawbacks of webmail is that it does not tolerate long periods of inactivity and will log you off if you leave it open for more than an hour without pressing a button. This is explained in greater detail in the webmail section of this FAQ.

Email programs have some extra features that are not available in webmail - most notably, the ability to leave your email program open and inactive for as long as you like. Email programs offer extra features that are not available in webmail, such as the ability to send HTML mail or use background stationery. Email programs can remove your email from the ITG mailserver so that you can store it locally and read it, even when you are not connected to the Internet. The major drawback of using an email program is that you must be at your computer in order to send and receive mail. Popular email programs include Outlook, Outlook Express, Thunderbird and Entourage.

If you decide to use an email program to send and receive mail, you can still use the webmail program. Perhaps you are away from your office and are expecting an important email from a client. You can log into your webmail account , read and respond to the email. When you return to your computer, your email program will pull all of your incoming mail from the server, including the mail you have already read. The major drawback is that it will only bring in the incoming mail - any mail you send using the webmail interface remains on the server and can only be retrieved in your email program by forwarding it to yourself.

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Q:  Can I send and receive attachments?  
A: You can send and receive attachments of any size. However, you may find that very large attachments are difficult to send and receive due to the amount of time it takes to process very large files. The server may "time-out" while trying to process very large files (generally 10 mb and up), especially if you are on a very slow connection to the Internet, such as dial up. If you are having difficulty sending a very large file, please contact us so that we can help you by setting up an alternate method for your recipient to retrieve the file.

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Q:  Someone is trying to send me email but I can't receive it. What is the problem?  
A: If you are using our Postini Spam and Virus Filtering service, it is likely that the mail is quarantined there. Log into your Postini account and deliver the mail to your inbox. Be sure to check the 'Approved Sender' box so that person's mail does not go to Postini again.

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Using InfoToGo Webmail
Q:  How do I access the webmail program?  
A:  Webmail is included with your annual Services fee and will be accessible to you within 24 - 72 hours of domain name setup. The reason for the delay is the time required for the domain name to propagate across the Internet - unfortunately, InfoToGo has no control over this process. The address for the webmail account is http://mail.infotogo.net. Please note that there is no "WWW" in the webmail address. If you would like your computer to remember your login so you don't have to always type in your user name and password, please check the Remember Me box. You should not check this box if you are using a shared computer as it will allow others to log in as you and read your email.

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Q:  What features are included in webmail?  
A: The webmail interface looks and acts a lot like Outlook Express and has many of the same features. You can create multiple folders and rules to sort mail into the folders, set up autoresponders and vacation messages and send and receive attachments.

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Q:  What software do I need to use webmail?  
A: You can access webmail from any standard browser such as Internet Explorer or Netscape. No other software is required. If you use AOL, you will not be able to log into webmail from inside the AOL interface. You will need to open a separate browser window or the login process will not work properly due to a security setting on the AOL network. Some users report problems using webmail with older browsers, such as Internet Explorer 5 or 5.5. If you are having problems with webmail, we strongly advise you to upgrade your browser as we have discovered that doing so will solve most issues related to reading or sending webmail.

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Q:  I worked on an email for a long time, then when I pressed Submit, my mail was lost and I was sent to the login window. What happened?  
A: Outlook, Outlook Express and other email programs run locally from your computer, which allows them to have features that are not available in a web-based interface. If you are called away from your work for long periods of time, your computer can idle with your work on screen for as long as necessary (barring a power failure, of course!) Because your computer only serves you, the idle memory and processing capabilities are not missed. With the correct settings, the program has the capability of saving your work automatically to your local hard drive every few minutes.

The webmail program cannot do this because it does not run on your computer - It runs on the InfoToGo mail server. A mail server must share resources with many users at the same time - having resources idle for excessive lengths of time hurts everyone using the system. In order to minimize the amount of idle resources , the system is set to log you out after 1 hour of inactivity. Activity is defined as the use of a control on the page, such as using the drop-down box or clicking a button. The webmail interface cannot detect that you are typing because it is running on the InfoToGo mail server, not on your computer. If a button is not clicked during an hour of typing, the system will think you are idle and log you out.

Please save your work using the "Save" button every few minutes, especially if you are composing a long email. This ensures you will not be logged out for inactivity and protects your work in case of a power failure, system crash or other computer disaster.

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Using an email program
Q:  How do I send and receive mail from my computer rather than on the web?  

A: You will need an email program that is installed on your computer, such as Outlook, Outlook Express or Thunderbird. Most of our clients use one of the email programs bundled with Windows - either Outlook or Outlook Express. The setup instructions in the next section use screen shots from Outlook 2003. If you are using a different program and these screen shots do not look like your program, please call or email us for help.

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Q:  How do I find the settings for my email account in Outlook or Outlook Express?  

A: Configure Outlook, Outlook Express, or Thunderbird

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Q:  What is the server setting for receiving email?  
A: To add or change your incoming server settings, select the Server tab. Your Incoming Mail Server (POP3) setting is mail.infotogo.net.

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Q:  What is the server setting for sending mail?  
A: Generally, we recommend that you use the Outgoing Server (SMTP) of your ISP - the company that provides your Internet access. Here is a list of some of the more common ISP's and their Outgoing (SMTP) mailservers:

AT&T mailhost.worldnet.att.net
Bellsouth mail.bellsouth.net
Earthlink mail.earthlink.net
Mindspring mail.mindspring.com
NetZero smtp.netzero.net
GRU smtp.gru.net
Cox mail.ncf.coxexpress.com
Atlantic.net smtp.atlantic.net
RoadRunner smtp-server.rr.com

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Q:  I want to use both webmail and my email program together. How can I make sure all of my incoming mail is stored both on my computer and in my webmail?  

A: If you want to use both types of mail, we recommend that you leave all of your mail on the server so you can access it from webmail as well as in your email program. You will need to choose the Advanced tab, then check the box that says Leave a copy of the message on the Server You may specify whether you want the mail to be removed from the server after some time period. This does not delete your mail - your email program will store copies of your old mail on your computer until you delete it. If you are only using an email program and do not plan on using webmail, you can leave this box unchecked.

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Spam/Virus Filtering Service
Q:  I hate Spam! What is InfoToGo doing to control the amount of junkmail I receive?

A: InfoToGo hates spam too! We have partnered with Postini, a leading provider of Spam and Virus filtering. Spam and Virus filtering services may be purchased for $24/user account/year. Suspected spam is quarantined in a web-based box and never comes to your inbox. Postini makes your email enjoyable again - we promise!

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Q:  Help! Mail I want is being marked as spam!  

Postini will occasionally place mail you want in the quarantine. To retrieve the mail, log into your Postini spam box and deliver the mail to your box with the click of a button. Marking the sender as 'Approved" ensures that their mail never goes to your quarantine again.

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Q:  I am still getting some spam in my inbox. Why?  
A: No matter how hard Postini tries, some spam will get past the system and make it into your inbox. Spammers are very clever and our filtering service is always operating in a reactive mode - it is impossible to anticipate what spammers will do next. You will occasionally see your level of spam increase as Postini works to combat the latest spamming techniques. Postini gets these attacks under control quickly and your box will soon return to being spam-free. If for some reason, spam does make it to your inbox, report it to Postini by forwarding it to Spam@Postini.com.

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