For detailed investigation of a problem involving sending or receiving of email messages, please provide a full description of the issue detected. Answer the questions provided below and specify additional details where necessary.
- What email software/service do you use?
- Offline email client (e.g., Outlook, Thunderbird, other — please specify the name of the email software installed on your computer). Make a screen shot of your email client connection settings window and attach it to your support request.
- WebAsyst Mail application:
- in your account in the WebAsyst online services;
- purchased as scripts and installed on a remote server or on your personal computer at work or at home.
- Email service (e.g., Gmail, Yahoo! Mail, other — please specify the URL of your email service website)
- Webmail application in your web-hosting control panel
- Specify the email address you have detected an issue with; e.g., somename@domain.com. You may mention all email address which are affected by the same problem.
- In which situation does the problem occur:
- when you send out email;
- when you receive email.
- Does an error message appear?
- Yes — copy and send the full error message text to the support team. If you fail to copy or type the full text of the error message, please save and attach a screen capture displaying the message text to your support request.
- No — describe the circumstances and the symptoms of the problem detected. Accompany your message with a screen capture to make it more descriptive.
- Which of your actions make the problem reoccur? Describe your actions in detail in the same sequence in which you perform them.
- Submit other details which might help our specialists to solve your problem.
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