topic Re: Totalise email problem in Email

Totalise email problem

Greeners65 — Wed, 09 Feb 2022 08:36:38 GMT

Hi and good morning

I have a Totalise email account and since Monday have been unable to receive any emails. I can send them but don't receive them. I have tried logging on via webmail but it rejects me, and I can't log on to the madasafish site either as I get the same response.

Thanks

David

Re: Totalise email problem

Gandalf — Wed, 09 Feb 2022 12:18:04 GMT

Hi David, thanks for getting in touch and welcome to our Community Forums.

I'm really sorry to see you've been unable to receive e-mails.

Your mailbox may be full at the 250MB limit, but there's no easy way of me checking this, so I think it's best if we get into webmail & your account first, then you should be able to check the mailbox size and we can go from there.

Are you logging in to webmail Here or your Madasafish account Here using your full Totalise e-mail address and account password? This should be the same one you use to send e-mails.

If you've tried this then I'd recommend we change your password which we may have to do over the phone but I'd be happy to call you back if you can private message me a contact number I can ring you on.

Re: Totalise email problem

Greeners65 — Wed, 09 Feb 2022 14:28:48 GMT

Not sure if its your magic, or someone has given the mailserver a kick, but I can now log in. I think my mailbox maybe full to capacity

Thanks

David

Re: Totalise email problem

Gandalf — Thu, 10 Feb 2022 09:58:23 GMT

Hi David,

Not sure whether this had an impact, but I did 'refresh' the portal login component our side on your account yesterday.

Either way though, I'm glad to see you're able to login now! ‌‌Let me know if you need any further help.

Cheers

Re: Totalise email problem

atmitch — Thu, 17 Feb 2022 21:02:37 GMT

Hi All,

I'm having a similar problem with a totalise sub account, not had any emails for over 24 hrs and I know there are emails waiting.

Please help if you can.

Regards,

Anthony

Re: Totalise email problem

Gandalf — Fri, 18 Feb 2022 09:29:10 GMT

Hi Anthony,

Can you log into webmail.plus.net OK using your full Totalise e-mail address and password?

Also, have you checked you've not reached the 250MB quota?

Re: Totalise email problem

atmitch — Fri, 18 Feb 2022 09:54:21 GMT

Hi Anoush,

Thanks for your message, I can login via webmail.plus.net without any problems, my totalise email address is receiving emails but my sub account sales@leather-hides.co.uk is not receiving any emails. All of my email accounts have free space, they have nothing stored. This is a on going problem.

Look forward to your assistance.

Regards,

Anthony

Re: Totalise email problem

Gandalf — Fri, 18 Feb 2022 13:57:11 GMT

Hi Anthony, thanks for the detail.

I've taken a look at your account again and I'm really sorry for the issues.

Just to confirm, can you log into webmail using your sub-account e-mail address & password? Are you able to send mail?

If you can't log into webmail, have you tried resetting the specific mailbox password? Some steps Here.

Let me know how it goes.

Re: Totalise email problem

atmitch — Fri, 18 Feb 2022 15:27:31 GMT

Hi Anoush,

Thanks for your message, I can confirm that I can access all my email accounts via the webmail and I can also send messages.

The problem lies with my sub email account only (not receiving emails), this has happened a number of times over the last 12-18 months, for some reason I keep getting locked out of receiving emails, and then some get released for a few days and then it starts again.

This problem has been reported a number of times, has yet no total fix as been found.

Regards,

Anthony

Re: Totalise email problem

Gandalf — Fri, 18 Feb 2022 15:52:32 GMT

Hi Anthony,

If you can access all your e-mail accounts fine via webmail, I'm a little confused, because you've also advised you can't access your "sub-email". To confirm, can you log into webmail.plus.net using your sub-email address as the username and the relevant password? From there, are you able to send & receive e-mails?

Re: Totalise email problem

atmitch — Fri, 18 Feb 2022 16:23:50 GMT

Hi Anoush,

Thanks for your message, I am able to login to each of my email accounts via webmail using both my emails and passwords, the problem lies with my SUB email account sales@leather-hides.co.uk

As stated I can access this via webmail, but I don't receive my emails, every now and then some email do come through and then there may be days without emails, some of my contacts get a message saying mail box is full, but I can confirm it's empty.

As stated earlier, this is an on going problem, sometimes your backend team change my password and don't tell me for days or state that my email has been compromised so we have restricted your access, once you have changed your password please contact us and we will allow access, I couldn't change my password because my old password had been changed without being told. I had to contact plus net via telephone to get it changed, I have had many other similar problems over the last 18 months.

Look forward to your assistance.

Regards,

Anthony

Re: Totalise email problem

Gandalf — Fri, 18 Feb 2022 16:30:45 GMT

Hi Anthony,

I do understand it's an on-going problem with your sub-email account, however I'm trying to get a better understanding so we can help get to the bottom of the issue. If your contacts receive an e-mail advising the mailbox is full, then this will be it.

I know you've said you believe you're below the 250MB quota though, however webmail can be rather deceptive at times in that some mail on the server may not show correctly or folders may be hidden from sight.

In webmail, could you go to Settings > Folders then make sure all your folders are ticked? If you can then select each folder in turn, click on the Information tab, then "Click to get folder size" adding them all together.

It may be worth trying basic webmail > https://webmail.plus.net/squirrelmail if you get any performance issues.

The reason why we're changing your password though is because during our monitoring we've noticed a number of unsolicited emails being sent from a remote IP address using your account login.

Let me know how it goes.

Re: Totalise email problem

atmitch — Fri, 18 Feb 2022 17:01:47 GMT

Hi Anoush,

Thanks for your message, as requested I have checked each email account and folders and can confirm they are all empty, the inbox may have a few emails, but has already stated there appears to be some kind of restriction on my sales@leather-hides.co.uk

I know I have emails/orders waiting to be received and also confirmed, so that I can in turn receive payment.

Any help would be greatly appreciated.

Regards,

Anthony

Re: Totalise email problem

Gandalf — Fri, 18 Feb 2022 17:16:45 GMT

Hi Anthony,

I don't believe there's an issue our side, but I'm happy to ask our NetOps folk to investigate further. As part of the investigation, they'll likely need to change your password to try to replicate the issue.

Could you reply to the ticket 221800587 logged on your account to confirm if you're happy with this?

Also, while I don't want to see you leave us, if this problem is causing a lot of hassle for you running your business, you could move your domain across to a new provider where the support may be better, as our domain services are a little legacy now, which means that we haven't got a dedicated team who handle domains.

Albeit another provider may want to charge you for the service whereas we're providing it free of charge, and if the issue isn't our side then it's likely to follow you if you do go elsewhere.

Just my two cents. I'm happy to stick with this though until we've got to the bottom of the problem for you.

Re: Totalise email problem

atmitch — Sat, 19 Feb 2022 09:12:45 GMT

Hi Anoush,

Thanks for your message, I'm happy for you to contact the NetOps folk to investigate further and change my password if required, but if they do change the password I must be told of the new password, they have done this before and left me for days without me knowing the new password.

Your test email did arrive yesterday, along with some test emails I also sent to myself. But there is other emails still not arriving.

Regards,

Anthony

Re: Totalise email problem

Gandalf — Sat, 19 Feb 2022 12:21:38 GMT

Hi Anthony,

I'm afraid when we change your password, we can't tell you what it is unless the person changing it is speaking to you over the phone, as we're not going to be able to write it down, due to security reasons.

Our NetOps folk along with the the people who monitor our mail platform aren't what's known as customer-facing, which means they won't be able to call you.

However, looking at this again, let's hold off with providing the team permission to change your password, as I'd like to check with them an accurate size of the mailbox from what we can see in the backend system.

I'm also checking if all your mailboxes have to be under 250MB, or if that's per mailbox. I know for a Plusnet account, the 1GB quota applies for all. Not entirely sure for Madasafish (Totalise) but I'll find out.

I'll update you as soon as I know more, which should be within 3 working days at the latest, but this is normally quicker.

Re: Totalise email problem

atmitch — Sat, 19 Feb 2022 16:41:23 GMT

Hi Anoush,

Thanks for your message, I understand about the password, all I would ask is that if they do change it could someone please let me know, so that I can reset it.

I have again, rechecked all three of my email boxes, and they are empty nil storage is being used, my web space is only using around 6mb of data.

What would happen if I deleted my sales email box and then recreated the same? Could this possible fix the issue?

Regards,

Anthony

Re: Totalise email problem

Gandalf — Sat, 19 Feb 2022 17:08:57 GMT

Hi Anthony, thanks for getting back to me.

No problem, if we do need to change your password I'll let you know and you can reply to the ticket to confirm you're happy with this, on the basis that we're not able to tell you the password (Just to keep things logged on your account). I can though absolutely let you know after they've done what they need to do, so you can reset it.

Deleting the mailboxes and recreating them may potentially fix the issue, so you could try that. Normally I'd say make sure you back up your e-mails first, but if they're empty and there's nothing you want to keep, feel free to give it a go.

Also, for those times that you don't receive e-mails, is the bounceback that the sender receives always a "mailbox full" or do they get any other types of bounce-backs?

Re: Totalise email problem

atmitch — Sat, 19 Feb 2022 18:08:56 GMT

Hi Anoush,

Thanks for your message, thank also for the update.

I've deleted the email tmitch@leather-hides.co.uk and also recreated the same, although it did take a few minutes to be recreated on your system, which makes me a little uneasy about deleting my sales email.....

Some customers say they get the message saying mail box full while other's get no message at all, when I send test emails to myself I receive no message at all.

Thanks for you assistance so far.

Regards,

Anthony

Re: Totalise email problem

Gandalf — Sat, 19 Feb 2022 18:34:42 GMT

Hi Anthony,

If you've been having issues receiving mail with both those e-mail addresses, I agree, actually let's not delete your sales mailbox in case it takes longer than a few minutes to recreate as sometimes it can take up to 4 hours.

I'll see what our NetOps guys come back with once they've checked the size of all the mailboxes. Appreciate though from what you can see they're showing as empty, but I've known webmail to deceptive at times when checking the size.

In the meantime, let me know how it goes. Cheers