Help: Frequently Asked Questions
Confused? Relax - we're here to answer your questions!
Questions about the new site
Help! Where has my Webmail inbox gone?
Relax - it's still there! To find it, click on the Messaging tab at the top of this page. A sub-menu will appear below it. Click on 'Webmail' and you will be taken straight to your email login page.
Why have you changed the Webmail site?
We simply decided that we'd like to expand the range of services and benefits on offer to you, our customers. We have put everything (including your email access) together on one site for your convenience.
How do I access all the new Webmail features?
You can access them all from the Webmail homepage. Firstly, make sure you sign up for an email account if you don't already have one. Your Webmail login will allow you to use these services.
Am I automatically signed up for all of these new services?
Yes. One login lets you send emails, voice and video messages, receive faxes, find jobs, and much more! Some services require you to submit more information to use them, for example uploading your CV.
Questions about my account
What is the maximum size limit allowed in my Webmail account?
If you are a free email subscriber, the maximum size limit of your mailbox and My Files folder combined is 10 GB. However, you cannot send or receive anything that exceeds the capacity of 10 MB. Please remember to delete the emails within your 'trash' folder to ensure that you stay within the limit. Emails in your 'trash' folder are automatically deleted after 30 days to ensure that you stay within the limit.
What is the validation code used for on registration?
This is to ensure that spammers cannot use the technology available to them to automatically register Webmail accounts with us. It ensures that a person is physically sitting in front of the computer screen and filling in the registration form, which makes it more difficult for people to use Webmail for the wrong reasons.
How do I set up a new username?
Your email address is your username. In order to change it, you will have to re-register, requesting a different email address.
How do I cancel my account?
You cannot physically cancel your Webmail account. If it has been inactive for 3 months, the account will automatically expire.
When I logged into my email account, I went to someone else's inbox
This is probably because the person who logged on before you did not LOG OUT when they were finished. When you logged in with a different username and password, it sent you to the previous person's account.
Why has my Webmail account been cancelled?
Your account will have been cancelled for 1 of 2 reasons:
If you use your email for such purposes, we advise that you use other services with softer policies than ours. They will be less likely to cancel such an account.
Why does Webmail ask for personal information?
Webmail needs you to complete a personal profile form to display appropriate, individualized advertising banners. This allows us to display advertisements that are more likely to be of interest to you. For example, if you're a varsity student, you may not want to see an advertisement for a luxury car; however, you may be interested in a December holiday special.
Also, if you ever forget your password, you will need to confirm your personal information to get access to your Webmail account again.
We will never disclose your personal information to advertisers.
How do I edit my Personal Information?
You can edit this information by going to the My Profile section and following the links.
I've forgotten my password
No problem! Click here to answer your secret password question. If you answer it correctly, we'll give you your password.
How do I change my password?
Click on My Profile and then My Account details. Fill in the new password, repeat it to confirm and then click 'Update'.
Questions about my email
I cannot send or receive email
This is because your mailbox is full, as there is a limit of 20 MB per mailbox. Please delete any messages that you no longer need, or save them to your computer. When you delete your mail, make sure you also delete the emails in your trash folder.
I was halfway through writing an email and was suddenly logged out so I had to start again. Why did this happen?
This usually occurs when your session has timed out. There is a limit of 1 hour per session.
Why do I get so much SPAM in my Webmail email account?
We reject a large number of emails perceived to be Spam by not following standard internet rules, which means they never arrive in your mail box. We also do an additional Spam check on emails which get though the initial Spam filter. Each mailbox contains a folder called "SPAM" and any email that might be Spam is delivered to this folder. You need to check this folder on an ongoing basis because some emails may be delivered to this folder unnecessarily.
The folder can be found by:
Please note: this service doesn't affect the direct mail marketing we deliver to you. These are paid-for adverts that pay for our free email service to over 650 000 users as a condition of use, so we ask that you open them to see if they offer you something of interest.
What is the maximum size limit allowed in my Webmail account?
If you are a free email subscriber, the maximum size limit of your mailbox is 1 GB. However, you cannot send or receive anything that exceeds the capacity of 10 MB. Please remember to delete the emails within your 'trash' folder to ensure that you stay within the limit. Emails in your 'trash' folder are automatically deleted after 30 days to ensure that you stay within the limit.
How do I delete an email?
In order to delete an email you need to tick the check box in the left-hand column next to each email, and then click the 'delete' button at the bottom of the page.
How do I set up POP3 using www.Webmail.co.za?
The POP3 mail settings for setting up your mail client to download mail straight to your PC are:
Incoming mail server: mail.Webmail.co.za
Outgoing mail server (SMTP): Your ISP
Your account name: email@example.com and password are the same as the ones that you use with Webmail to log into your account.
How do I clear my cache?
How do I see the size of emails?
To show the size of emails, log in to your account and click on OPTIONS then INDEX ORDER. Choose to Add the SIZE field. When you view your folders the size of each email will be shown.
How do I add or delete Aliases?
Log in then click on OPTIONS, ACCOUNT PREFERENCES, and MANAGE ALIASES. You may have 5 aliases (but remember you cannot login with an Alias)
Note that the system will create entries which should not be deleted:
Fetchmail doesn't seem to be working
Fetchmail does work from our server. You just need to enter your POP3 server details and the login and password to your other email account.
Questions about error messages
Why did I get a Failure Notice when sending emails?
Check the reason for failure to see why the email could not be sent
<firstname.lastname@example.org>: Connected to 126.96.36.199 but greeting failed.
188.8.131.52 does not like recipient. Remote host said: 550 <email@example.com>: Recipient address rejected:
<firstname.lastname@example.org>: Sorry, I couldn't find any host named webmail.copa (#5.1.2)The domain name specified is unknown. Either you typed it incorrectly or that domain no longer exists.
Sorry, email@example.com is over their allocated Quota
"Unknown user or password incorrect" or "It appears that your emails and/or folders have gone missing"
This may be because:
1. You typed your Username or Password incorrectly, or did not select the correct Domain name. Try again.
3. Ensure that your Firewall and Anti-virus software are not preventing communication - disable them temporarily to see if it solves the problem.
"You must be logged in to access this page" or "Proxy Server error"
1. We are aware that this is experienced by some users but not by everyone. Your browser security settings may be too high.
2. Ensure that your Firewall and Anti-virus software are not preventing communication - disable them temporarily to see if it solves the problem.
Note: You MUST login at least once a month via the www.webmail.co.za website, or your email account will be deleted due to non-usage. Also note that sending emails via mail2web.com will NOT store your sent items.
Press F5 to refresh the screen, then copy/paste the info again, and email results to firstname.lastname@example.org
"This image has been removed for security reasons"
Images are not shown by default to reduce load on servers, and reduce risk of infection from worms and viruses. If you wish to view images, look near bottom of email and click on 'View Unsafe Images'. This can NOT be enabled by default.
Questions about other Webmail services
How do I get Fax2Email support?
What happened to the Webshares?
We are pleased to inform you that the shares have been fully subscribed We look forward to realizing the value in the business at the point of sale
We appreciate your support of Webmail and trust that the results of the share scheme shall be mutually beneficial to stakeholders.
What if my question isn't here?
If your question isn't answered above, you will find more help under the 'Help' link of the section of the site you are having trouble with,eg. 'Files'.
Alternatively, contact us here