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Frequently Asked Questions (FAQs)
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FAQ CATEGORIES
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Please select from one of the FAQ categories above to jump to a list
of commonly asked questions and answers. If you do not see your question
or one similar please send us an email at support@emailcommand.com
and we would be happy to help in whatever way we can.
General FAQs
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What do I do if I forgot my password?
Email Command does not keep a list of customer's passwords for security
reasons; which means that we are unable to recover your old password and
give it to you. We can, however, setup a new password for you. Send an
email to support@emailcommand.com
and we will set a new password for your account once we have properly
verified you are the owner of that account. Please include the following
information in your email:
your first and last name
your Email Command email address
billing address
phone number
Once you receive your new password from us, login to the WebMail client
at http://mymail.emailcommand.com
and change your password to something you will remember.
Is there a User's Manual for
WebMail ?
Yes, we have a very helpful user manual available in a PDF file format.
You can download this file at the following location. Simply select the
link below.
http://www.emailcommand.com/resources/pdfs/webmail_6.0.pdf
How do I get support from Email Command?
If you have not found the answer to your question here in our Frequently
Asked Questions list then please send us an email, with as much information
regarding the problem you are having as you can, to support@emailcommand.com.
We can usually resolve most issues in less than 24 hours.
My account is due for renewal, what do I need
to do to keep my account active?
If you have not received an email from us confirming that your account
has been renewed or requesting you take specific steps to complete the
renewal process then please send us an email with the following information
and we will assist you:
your first and last name
your Email Command email address
billing address
phone number
Why does Email Command charge a fee for email
services?
Even though Email Command's annual service fees are significantly lower
than the majority of other email service providers people still ask us
why we must charge for our services. Email Command is a self-sustaining
business, we have chosen not to take donations and we do not sell advertising
on our site or in our email accounts and therefore must charge our customers
in order to cover the costs of the advanced virus protection, spam filtering,
and computer resources our customers need.
Is Email Command a part of the military?
No, Email Command is in no way connected to the military organizations
of the United States or any country. We are not in any manner endorsed
by or affiliated with the U.S. government, U.S. military, or any foreign
government or military organization. Email Command is a private company.
Where do I go to login to my WebMail account?
You can login to your WebMail or ProMail account at: http://mymail.emailcommand.com
Service Package FAQs
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How can I upgrade my account?
Just send us an email with your current Email Command email address and
which service package WebMail or ProMail you would like to upgrade to
and we will get the process started. You can send your request to billing@emailcommand.com.
Where do I go to access my WebMail Account?
Point your browser to: http://mymail.emailcommand.com
You can then login with your username and password.
Username is your complete email address.
Password is the password you set either when you created your account,
or when you last changed it.
What can I do with a "MailForward"
account?
When you have an email address on the Email Command system and you have
chosen a MailForward service package all of the email you receive at this
address will be forwarded to the email address you chose when you purchased
the account. A MailForward account gives you a personalized email address
that others can use to send mail to you. An Email Command MailForward
email address must be used in connection with an existing email account
on some other service you have already purchased and configured. It allows
you to have a more personal email address that once setup will simply
forward all of your email.
Can a MailForward account forward to any
email address?
Yes.
You may use any valid email address you choose. It does not need to be
on a Email Command domain.
How can I change the forwarding address
for my MailForward account?
You must contact Support@emailcommand.com
directly. Send an email with your full name, billing address, forward
only account name, the current forwarding address, the new forwarding
address you would like your account changed to, and a phone number where
you can be reached for verification if necessary.
Privacy & Security FAQs
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What do I do if I forgot my password?
Email Command does not keep a list of customer's passwords for security
reasons; which means that we are unable to recover your old password and
give it to you. We can, however, setup a new password for you. Send an
email to support@emailcommand.com
and we will set a new password for your account once we have properly
verified you are the owner of that account. Please include the following
information in your email:
your full name
billing address
a phone number we can call if necessary
Once you receive your new password from us, logon to the WebMail client
at http://mymail.emailcommand.com
and change your password to something you will remember.
Does Email Command give or sell my information
to anyone?
No, Email Command takes every precaution available to protect your privacy
and the security of your email account. For more information on our privacy
policy please click here.
How do I use the secure access (SSL) for
my WebMail account?
When you wish to use an encrypted connection that protects what is being
transferred between you and the Email Command WebMail servers all you
need to do is select the checkbox next to the words "Use SSL (Safer)"
on the WebMail login page.
Can I use secure SSL to connect to my email
account when using MS Outlook Express, MS Outlook, Netscape Messenger,
or Eudora?
Yes, we provide SSL encrypted access to our WebMail and ProMail accounts
when using one of the leading email software programs. You can download
or view the configuration instructions if you have an Acrobat PDF file
viewer installed on your computer.
To view or download the instructions "click
here"
(you will need a PDF viewer)
I am receiving harassing email from someone
in one of the Email Command Domains. What should I do?
Forward a copy of the entire email to Abuse@emailcommand.com along with
any comments you feel are appropriate. Please do not delete the offending
E-mail, or make any changes to the text of the forwarded message.
How can I get a list of names and email addresses
for Email Command members?
You can't.
Email Command works hard to maintain a Spam-free environment and does
not give out, sell, or in any other way distribute your email address
or account information.
If I promise not to send any Spam, can you at least give me the names
of people on my Email Command domain?
No.
I have a good friend, can you tell me if he/she has an account on a
Email Command domain?
No!
Technical FAQs
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What do I do if I forgot my password?
Email Command does not keep a list of customer's passwords for security
reasons; which means that we are unable to recover your old password and
give it to you. We can, however, setup a new password for you. Send an
email to support@emailcommand.com
and we will set a new password for your account once we have properly
verified you are the owner of that account. Please include the following
information in your email:
your full name
billing address
a phone number we can call if necessary
Once you receive your new password from us, logon to the WebMail client
at http://mymail.emailcommand.com
and change your password to something you will remember.
Where do I go to access my WebMail Account?
Point your browser to: http://mymail.emailcommand.com
You can then login with your username and password.
Username is your complete email address.
Password is the password you set either when you created your account,
or when you last changed it.
I use POP3, what settings do I use to configure
my email software?
Server Type: POP3
Incoming Mail Server is: pop.emailsrvr.com
Outgoing Mail Server is: smtp.emailsrvr.com
Incoming & Outgoing Mail Username and Password:
Username is your complete email address.
Password is the password you set either when you created your account,
or when you last changed it.
Outgoing email authentication:
Email Command requires that when sending out-bound email using our SMTP
servers that your email software be authenticated before allowing the
use of our servers -- this helps us fight spammers. Your email software
must be configured to authenticate you before your out-bound email will
be sent. The username and password are the same ones you use to receive
email.
For most email software you will have the option of selecting to use
the same username and password as you use for incoming email.
If I want to use IMAP what server setttings
do I use?
Server Type: IMAP4 or IMAP
Your mail client may display a choice of IMAP4 or just IMAP, either
one will work fine.
Incoming Mail Server is: imap.emailsrvr.com
Outgoing Mail Server is: smtp.emailsrvr.com
Incoming & Outgoing Mail Username and Password:
Username is your complete email address.
Password is the password you set either when you created your account,
or when you last changed it.
Outgoing E-mail Authentication:
Email Command requires that when sending out-bound email using our SMTP
servers that your email software be authenticated before allowing the
use of our servers -- this helps us fight spammers. Your email software
must be configured to authenticate you before your out-bound email will
be sent. The username and password are the same ones you use to receive
email.
For most email software you will have the option of selecting to use
the same username and password as you use for incoming email.
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How do I configure the email software I use?
It is beyond the scope of this FAQ to provide information on every possible
client configuration. However, we do provide the following links where
you can view or download information on configuring specific email clients.
Click on the name of the email software you use in order to
view or download an Adobe Acrobat (PDF) file with configuration instructions:
MS
Outlook 1998 | MS
Outlook 2000 | MS
Outlook Express | MS
Outlook XP
Netscape
Messenger | Eudora
If you are still having difficulty, please send an email to: support@emailcommand.com.
Be sure to include the name and version of your email sofware, as well
as any other information specific to your problem. For example, "I
can receive mail, but not send."
Can I access my account with a WAP enabled
cell phone or PDA?
Yes, we provide WAP access to your WebMail or ProMail email account. Point
your WAP browser to the following URL:
mymail.emailcommand.com
What does IMAP stand for?
IMAP is an acronym for Internet Message Access Protocol.
For more information on IMAP visit: http://www.imap.org
What's the difference between IMAP4 and POP3?
The short answer is that IMAP can do everything that POP3 is capable of
plus it allows you to create folders on our servers where your email is
received and stored, as opposed to only on a client machine with POP3.
Using IMAP, you create a single folder organization for storing your email,
and any IMAP client (from any machine you use) will see that same structure.
If you check email from several different machines, you see the same folder
structure and messages from each machine. And, if you choose to have copies
of your email on your home computer similar to POP3, IMAP allows you to
synchronize your home computer with your email on our servers by pulling
a copy of your email onto your local machine. Unlike POP3, your messages
won't tend to get scattered among the various machines you use to check
email.
Again, this is a short-answer, and doesn't really do justice to the full
potential of using IMAP. For more information on IMAP visit: http://www.imap.org
Does my ISP support WebMail & ProMail
access?
The vast majority of ISP's will allow you to use all of the features of
a WebMail or ProMail account. However, there are a small number of ISP's
that can cause problems. Our testing has found that a very small number
of ISP's do not allow the use of any SMTP (out-bound mail) servers that
they do not have a relationship with.
Even if you have a restrictive ISP that won't allow you the freedom to
access our SMTP servers, you can still use your WebMail and ProMail accounts
by configuring your email software to use your ISP's SMTP servers. And,
you always have access to your account via your web browser on our WebMail
login page, located at: http://mymail.emailcommand.com.
Can I use secure SSL to connect to my email
account when using MS Outlook Express, MS Outlook, Netscape Messenger,
or Eudora?
Yes, we provide SSL encrypted access to our WebMail and ProMail accounts
when using one of the leading email software programs. You can download
or view the configuration instructions if you have an Acrobat PDF file
viewer installed on your computer.
To view or download the instructions "click
here"
(you will need a PDF viewer)
Can you give me some basic troubleshooting
tips for my email account?
Yes, here are a few things to try and consider when you run into problems.
a. Can you access your account using the WebMail client?
Point your browser to http://mymail.emailcommand.com.
If you can login here, then any problems you are encountering are probably
in your email software account settings.
b. Why can't I see all my folders with my IMAP mail client?
The exact fix to this will be specific to the particular mail-client you
are using. In general, you should be looking for a button that is labeled
something like "IMAP Folders." Under that button you will see
something similar to "Reset Folder List". Clicking this will
cause your IMAP client to request a complete list of all the folders you
have created on the Email Command email server.
c. I reset my IMAP4 folders, but I still don't see the new folders
in my mail client's navigation pane.
Did you see them when you selected to reset your IMAP folders? If you
did see them when you requested a reset, then you probably did not select
them to be visible in the navigation pane. Again, the fix for this is
specific to your mail client. Look for a show/hide option within your
mail client.
d. Why doesn't my Trash get deleted?
There are two basic possibilities here. The first is that it actually
is getting deleted from the server, and what you are looking at is just
a copy that your mail client is keeping. The other possibility is that
your mail client is configured to not remove files from the Trash-folder
on the server. Again this will be specific to the particular mail client
you are using. Try looking in the help section of your mail client for
things like "Delete" or "Purge" from Trash folder
or IMAP folders.
How do I set things like; Filters, Auto-Respond,
and all those other nifty options that are included with my WebMail or
ProMail service?
Your Email Command account is highly configurable and your Web browser
is the key. Open your Email Command account in your favorite browser at
http://mymail.emailcommand.com,
and on the left hand-side of your screen click on the link for "Acct
Options". You will then see options for setting filters and another
preferences.
And, as always, if you have specific questions please send an email to
support@emailcommand.com
and we will do our best to help.
How can I be over my storage quota when
my Inbox folder is empty?
Your quota represents the total amount of storage space you have available
for your use. As such, all the storage space used by ALL your folders
is taken into account. There are several other folders that you should
immediately look at when you see an over-quota message, they are; Inbox,
Trash, Sent Items, and Junk Mail.
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