Moonfruit Lounge - Getting Connected: Setting up your email client - Comments

Getting Connected: Setting up your email client - Walt

Walt — Wed, 07 Jul 2010 16:57:40 +0100

Hi Angus,

Thanks for the feedback. We did reply to your ticket - in fact on 18/06/2010 13:15 - but have had no response back to our questions.

There should be no reason to get a send fail if you are logging in to webmail on your Mac or iPhone after all you are simply going online through a web browser - though we would actually recommend using pop/imap over the webmail as it offers more functionality through a client.

I'll re-open the ticket but we do need some feedback from you to help you resolve this. Screen shots of the error, the address you are sending too would help us.

The email address we replied to was:
viv.rosenlund@gmail.com

Thanks

Walt
open-brief.com

Getting Connected: Setting up your email client - Angus

Angus — Sun, 04 Jul 2010 10:34:36 +0100

Hi Wait,

Cheers for the post. Just to clarify I do know that you use imap/pop but just referring to the fact I wanted to use my 'webmail' i.e. my moonfruit domain email, on my iphone & mac mail. I've tried your instructions again and it doesn't work for both email addresses related to the following sites www.open-brief.com and www.vonrosenlund.com. Not sure what is happening?

Our ticket number is Ticket: 2010061801002764. email 4571d3F.

Also we are experience the same problems setting this up via mac mail.

Look forward to receiving a swift reply.

Many Thanks,

Angus

Getting Connected: Setting up your email client - Walt

Walt — Thu, 01 Jul 2010 16:11:57 +0100

Hi Dana,

Sorry forgot to reply to your comment. We have not had any issues with the mail server for months and we currently have no service errors. Could you please contact support and give us full details for all settings used on Outlook especially the Outgoing server and whether Authentication is still enabled.

By the way who do you use as your ISP as we do occasionally have problems with them switching ports that disables the SMTP forcing users to switch their ISP's SMTP server settings.

Hope that helps.

Walt

Getting Connected: Setting up your email client - Walt

Walt — Thu, 01 Jul 2010 15:54:11 +0100

Hi Angus,

Just to clarify, you don't use Webmail on your iPhone you actually use the IMAP/POP protocol. This provides more functionality than trying to access webmail through the Safari browser.

I'll post details below on setting up your mail client. With regards contacting support can you please supply a ticket number so we can check why you didn't get a response. I couldnt find any tickets against your email address and your username as you written it doesn't show up on our system.

With regards Marco, you will note that we had actually responded to his query so he was getting support.

---- ---- ----

Setting up your iPhone

Once you have confirmed that your username (mailbox address) and password work you can now go to your iPhone and input these settings. If in doubt always refer to your iPhone manual or the Apple website for further details or help.

1. Once you are in Mail (Mail, Contacts, Calendar) you will need at use 'Add Account...' to create a new email account on your phone.

2. On the list of Options (e.g. Exchange, Gmail, Yahoo) you will need to use 'Other' create a IMAP/POP account.

3. Under 'Mail' (should be top of screen) select the 'Add a Mail Account' option.

4. Complete the fields under 'New Account' using the following format:

* Name = what ever you want to call this account [e.g. your name, work, website]
* Address = this is your full mailbox address e.g. name@mydomain.com
* Password = what ever you chose when setting up the mailbox
* Description = choose the default or set this up as you wish

5. Click 'Save'

6. Decide if you want to use the default IMAP option or select POP. Below you will find details for IMAP (though POP should not differ at all)

7. The Name, Address and Description fields should already be populated with the details provided above

8. Incoming Mail Server:

* Host Name = imap.mydomain.com [please insert your domain name only without the www]
* User Name = your full mailbox address
* Password = aad your mailbox password (even if it is populated)

9. Outgoing Mail Server:

* Host Name = smtp.mydomain.com [please insert your domain name only without the www]
* User Name = your full mailbox address
* Password = add your mailbox password

10. Click 'Save'

11. You will get an error message. This relates to our certificate being registered for the domain 'gandi.net' - our domain name provider. It will not match your domain name, hence the error you will see. N.B. Ignoring this error does NOT make your email less secure.

Secure Connection Failed - The certificate for [your full mailbox address] may not be valid.

12. Click 'Continue'. If you see 'Details' feel free to check the certificate then press 'Accept'.

13. Once the incoming (IMAP) server has been verified you will get another error message. This is identical to the one above but for the outgoing server. N.B. As above continuing with these settings does NOT make your email less secure.

Secure Connection Failed - The certificate for [smtp.mydomain.com] may not be valid

14. Again, click 'Continue'. If you see 'Details' feel free to check the certificate then press 'Accept'.

15. Your account should now be set up.

Finally

These are standard settings. They will work on ANY device that support POP and IMAP. So if you have any doubt about how to set up your iPhone please refer to your iPhone manual or the Apple website for further details or help.

Hope that helps.

Walt

Getting Connected: Setting up your email client - Angus

Angus — Thu, 01 Jul 2010 05:51:57 +0100

I actually agree with Marco on this issue. Running your small business via this service is proving very difficult without the support.
Please help sort this our ASAP.
Angus

Getting Connected: Setting up your email client - Angus

Angus — Thu, 01 Jul 2010 05:48:13 +0100

Guys,

I am just setting up my new site and need to get my webmail working on my iphone and mac mail. I've emailed the it support but haven't got a reply yet (via user name von rosenlund). Now I've followed everything very closely and tried 1,000 times. I can recieve emails but not send them, the error message is the recipient x was rejected by the server because it does not allow relaying. What am I doing wrong?

I urgentlly need to get this working for both my domains.

I would really appreciate some help.

Thanks,

Angus

Getting Connected: Setting up your email client - Dana Gordon

Dana Gordon — Wed, 30 Jun 2010 02:18:33 +0100

I am having the same issue as Marco. Email was sending just fine. Now, I get an error when using Outlook (Send test e-mail message: The connection to the server was interrupted. If this problem continues, contact your server administrator or Internet service provider (ISP).). My internet is working just fine...hence me sending this message. The sending option has not worked on the www.sageschool.net email for the past two weeks. Please advise. Dana

Getting Connected: Setting up your email client - Walt

Walt — Wed, 03 Mar 2010 11:02:31 +0000

Hi Marco,

We have been corresponding with you (ticket: 2010022401001457). It took some time to figure out the problem as it sounded like you had everything right but setting up that test account was a big help.

I trust you got the latest reply with screen shots that covered the Advanced tab and the port numbers.

Hi Carol,

I trust you got Geoff's response. Sorry for the delay, your name servers have been changed.

Thanks - Walt

Getting Connected: Setting up your email client - carol

carol — Tue, 02 Mar 2010 12:40:37 +0000

Hi Guys, I transferred my domain name to you last Wednesday and since then i have had no email facility whatsoever causing enormous damage to my business, i have contacted you numerous times with absolutely zero response.

You need to make changes to my name server settings for my domain, please can you contact me on the email address i have provided with this post asap in order for me to give you this information?

thanks

Getting Connected: Setting up your email client - Marco

Marco — Mon, 01 Mar 2010 08:51:45 +0000

still no reply from the request, its been over 4 days.

nothing from here or the email reply from service support.

this is very disappointing.

Getting Connected: Setting up your email client - Marco

Marco — Thu, 25 Feb 2010 23:24:48 +0000

I have tried to follow the instructions to set up my email on two of my machine, Entourage Mac, Outlook PC, but both of them failed. I am able to receive emails perfectly, but unable to send out emails. I already checked the box of SMTP server requires authentication, as well as using the same username and password as incoming mail server, but still, no luck. As a business owner i feel extremely inconvenient to have to rely on the webmail for emailing as it only provides very limited functionality.

I already send out a request form to support team over a day and still not having any reply on this matter. I am getting extremely frustrated as the only information provided just cannot solve my issue.

This is a pure pain especially the fact that there is no direct support line provided. Luckily I only joined one month to test run it.

Very not satisfied.

Getting Connected: Setting up your email client - CL

CL — Tue, 24 Nov 2009 18:55:46 +0000

I am using Entourage on my mac laptops and used to be able to send and receive fine. Now, no matter what settings I use for incoming and outgoing preferences, I cannot send mail from Entourage. Can you provide some assistance please?

Thanks.

Getting Connected: Setting up your email client - Andrew

Andrew — Sat, 07 Nov 2009 22:31:27 +0000

I can not send outgoing emails through Outlook from my primary email account for my website. I have checked, double-checked and triple-checked the settings to ensure that everything is as described above, especially the Outgoing Server tab settings that have to be enabled. I can receive incoming emails with no problem whatsoever - and I can send emails from webmail without any problem. What am I missing?

Getting Connected: Setting up your email client - Si

Si — Thu, 05 Nov 2009 17:40:14 +0000

I have now figured this out all by myself and now consider myself to be an expert on the matter!!

thanks

Getting Connected: Setting up your email client - Si

Si — Wed, 04 Nov 2009 14:54:23 +0000

how do i add multiple e-mail accounts onto outlook please?

Have spent far too long on this now!!

Please help!!!!!

Getting Connected: Setting up your email client - andrea

andrea — Mon, 20 Apr 2009 09:54:09 +0100

Hi Walt,
I would like to say that I had no problems with communication with webeden to find out how to set up email - and i followed your instructions in both outlook 2007 (okay, it did all the hard work for me, but i did have to double check everything was correct!!) and in windows mail (a poor man's outlook express on vista) and i managed to set it all up with no problems! (although, i also forgot the important forgotten step the first time :) )

thanks for the tutorial: very helpful!

andrea

Getting Connected: Setting up your email client - Walt

Walt — Tue, 07 Apr 2009 23:57:48 +0100

Hi Airia,

That's great news. Yes that is the most common trap for many users so you are in good company. Glad to hear it now all works.

Regards

Walt

Getting Connected: Setting up your email client - Airia

Airia — Tue, 07 Apr 2009 18:23:22 +0100

UPDATE - It Works!!
- Sorry for being dumb! - I forgot to select the 'My outgoing server (SMTP) requires authentication' option. - I did today & now it works. - had to be something straightforward as I was receiving mails OK.

Ta!

Getting Connected: Setting up your email client - Walt

Walt — Tue, 07 Apr 2009 12:29:08 +0100

Hi Alistair,

After careful review of your queries to our support system, I believe all these issues were resolved by email. You didn't have access to a domains panel or email as you didn't have any domains with us.

I appreciate your frustration. We also get frustrated, especially when a 3rd party, a 'web expert', is blaming us for your email problems when we don't even host your domain or email. It makes life challenging when you are stuck in the middle and wondering who to believe.

If the 'web expert' had explained the correct process to begin with and been honest about who was responsible for the email and domain then you would not have been put in this difficult position. And neither would we.

The Upload file problem was an uncommon Service Disruption which we notified all customers about through numerous sources. While it only affected 20% of our customer base from uploading or saving, we had three senior specialists working on getting this resolved ASAP. For this we can take ownership and apologise.

I would like to state that we did not say that the poor service was due to "keeping costs down" - we offer email support to 1. ensure all customers get answered in order and 2. to pass on cost savings to customers. If we offered telephone support it is unlikely we would offer the value packages we do. On the flip side, our cost savings also go into our development team who are constantly producing high quality improvements and new features on a regular basis with no additional increase to subscription rates. Since before Christmas our team have been busy building a new membership service which is close to completion. This is where our savings go to.

I understand that your email situation has now been clarified - the problem was with your current domain name provider and the email settings (or whoever controlled these) - which is great news. I hope your business is a success and that any further communications we might have offer you a new outlook on our Support.

Regards

Walt

Getting Connected: Setting up your email client - Walt

Walt — Tue, 07 Apr 2009 12:05:21 +0100

Hi Airia,

The error message you quote reads: "...one of the recipients was rejected by the server. The rejected e-mail address was '-------@hotmail.co.uk'"

Does this mean you sent an email to other addresses successfully?

As for "no forwarding", there is forwarding but you have to make a choice between forwarding your mail to an external address or creating a mailbox. If you go to domains on the portal (moonfruit.com) then go to your Email Settings you can use the "Add a new email configuration" option in the drop down. This will enable you to set up forwarding.

As for the error message, could you contact support, as you have done in the past with regards your domain, and give us as much detail about the 'client' you are using e.g. Outlook (or is it express?), the username you are using, and whether you have checked the SMTP Authentication box on the Outgoing tab? Also what address you were trying to send to, and any other details on email address and your account that you think might assist. us.

We can then have a closer look at your account. The details you have provide above are useful but we do need a little bit more information.

Thanks