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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.
You need to log out first and then log back in with your username and password to access your account.

Why has my Webmail account been cancelled?

Your account will have been cancelled for 1 of 2 reasons:

  1. Lack of use:
    Your Webmail account will automatically be inactivated if you do not access it from the www.webmail.co.za website for 3 months. Retrieving or popping your emails via email client software will not be considered as regular use.
    Email help@webmail.co.za or use the form on our Contact Us page (click here) to re-activate your existing account. If this is not done within 1 month of inactivation, you will lose all your emails, and will have to either re-register your old account or register for a new one.
  2. Abuse of the email account.
    Webmail reserves the right to offer this service to various users. We have certain policies and when we believe that any form of misuse, including activities such as mass mailings, has taken place then the account may be cancelled.

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:

  1. logging in to your email account
  2. clicking on Options > Spam Preferences at the top of your Inbox
  3. Setting your preferential Spam score. Remember: the lower the score, the more Spam will be rejected.
    The SPAM folder also makes up part of your total mailbox limit so you will need to delete it periodically.
    The Spam system is software that has self-correcting rules in order to keep up with the ongoing changes in Spam usage.

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.
The storage size limit in the My Files section is 10 GB.

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
(Please note if your mail domain is mailbox or starmail etc. the mail server name is mail.mailbox.co.za or mail.starmail.co.za)

Outgoing mail server (SMTP): Your ISP
(This is the name of the server with which you connect to the web eg Netactive, Mweb or iAfrica etc. If you do not know either the name or IP address, contact them and ask them to give you this info)

Your account name: username@webmail.co.za and password are the same as the ones that you use with Webmail to log into your account.

How do I clear my cache?

  1. From the menu bar on your Internet browser click the command
    'Tools'
  2. Scroll down and click on 'Internet Options'
  3. In the dialog box, click on the button 'Delete files' under
    the 'Temporary Internet Files' section. Another dialog box called
    'Delete files' will appear. In this dialog box click on the 'OK' button. This procedure should take a few seconds to complete.
  4. Close this dialog box by clicking on the 'Ok' button. Voila!
    This procedure only deletes temporary files, and documents or settings will be deleted.

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:
e.g. If you have a main email address of user@webmail.co.za and create an alias of alias@webmail.co.za , you will see following entries:

  • webmail_co_za-user@webmail.co.za
  • alias@webmail.co.za
  • webmail_co_za-alias@webmail.co.za

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
Some possibilities include:

<someone@somewhere.co.za>: Connected to 196.35.40.11 but greeting failed.
Remote host said: 553 Your IP address 196.25.211.8 is blackholed by bl.spamcop.net
This sometimes occurs when one of our email servers is blacklisted. Try again later.

196.21.116.26 does not like recipient. Remote host said: 550 <wrongaddress@somewhere.co.za>: Recipient address rejected:
User unknown in relay recipient table
The email address you specified was incorrect.

<fred@webmail.copa>: 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, fred@fullmailbox.co.za is over their allocated Quota
The recipient's mailbox is full. Contact them to delete some emails.

"Over Quota"
You are allocated a 1GB mailbox size with 1000 emails by default. If you do not delete old emails from your Inbox, SPAM, Trash and other folders your mailbox will fill up and you will not be able to receive emails. If you have done this and still need more space, please contact us.

"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.
2. Your browser security settings are too high.

  • Open Internet Explorer and click Tools / Internet Options and then Delete files and Delete Cookies.
  • Click on the Privacy tab and make sure that the setting for Cookies is set to Medium-High or Medium.
  • Click the Security tab. The Internet Zone security level should be Medium-High or Medium.
  • If not then click 'Default Level' and set to Medium
  • Close Browser/ re-open Browser and 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.
4. Try typing your password into MSWord or Notepad, then Copy/ Paste that into the password field.
5. You cannot login with an Alias. Login with your main email address.
6. If you did not use this email account for 90 days it was automatically deleted. Click here to re-register this email account
7. Your password needs to be reset. Contact us by filling in the form (click here) or email help@webmail.co.za specifying the exact error and full email address.

"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.

  • Open Internet Explorer and click Tools / Internet Options and then Delete files and Delete Cookies.
  • Click on the Privacy tab and make sure that the setting for Cookies is set to Medium-High or Medium.
  • Click the Security tab. The Internet Zone security level should be Medium-High or Medium.
  • If not then click 'Default Level' and set to Medium
  • Close Browser/ re-open Browser and try again
  • Close Browser/re-open Browser and try again

2. Ensure that your Firewall and Anti-virus software are not preventing communication - disable them temporarily to see if it solves the problem.
3. Contact your Internet Service Provider or company IT Administrator and ask them to "Clear the cache on their Proxy Server"
4. As a temporary workaround only:

  • Browse to http://www.mail2web.com/ 
  • Click Advanced Login
  • Enter server = mail.webmail.co.za
  • Type in your FULL Email address and password
  • Select IMAP as Mail Protocol
  • Click Check Mail

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.
5. Send us evidence of your Proxy Server being used, so we can exclude that Proxy:
Visit http://www.whatismyipaddress.com/ and Copy and Paste the 4 or 5 lines showing IP address and Proxy names

e.g.
Proxy Server Detected!
Proxy Server IP address: 187.213.176.30
Proxy Server Details: 1.1 proxy.ispx.com:80 (squid/2.5.STABLE4)
Proxy Reports IP as: 187.213.176.120

Press F5 to refresh the screen, then copy/paste the info again, and email results to help@webmail.co.za

"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?

Email fax-support@iface.co.za

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
or listing of such shares. At such a time we shall refer and notify you as to what you may expect relative to our terms and conditions.

We appreciate your support of Webmail and trust that the results of the share scheme shall be mutually beneficial to stakeholders.

More Help

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