Frequently Asked Questions
- About our accounts
- Email Account How-Tos
- How do I renew a FREE subscription?
- How do I automatically forward my emails to another account?
- How do I see how much of my email quota I am using, and where?
- How do I change my email address or username?
- How do I upgrade my account?
- How do I renew my existing subscription?
- How do I set up/manage my aliases?
- How do I use multiple identities?
- How do I set up email filters?
- Email account user guides
- Email Client Guides
- Getting started
- Glossary
- Most Common Questions
- How do I set up an Out of Office automated response?
- What is the total maximum file size an email attachment can be?
- Outlook App Setup Guide
- Phone Support
- How can I archive my emails for safekeeping or transfer?
- Apple Mail App Setup Guide
- Apple Mail Client Guide
- Outlook Setup Guide
- I can't send/receive emails from my mail client/phone.
- How do I Block or mark an email address as safe?
- Tips and information
- Troubleshooting
I can't remember my password!
For assistance with this, click here.
I don't think I am receiving any emails.
If an email that you are expecting has not arrived in your inbox, there are several steps you can follow in order to determine the cause:
- Check the junk & trash folders: Sometimes emails may be flagged as spam by mistake. If you have not received an email to your inbox, you can check the junk and trash folders of your account. If the email is in one of these folders, you may wish to add the address to your Whitelist. You can find out more about whitelisting an email in our help guide here.
- Check if your account is set to auto-forward: If your Account is has been set up with a forwarding address, any emails you receive may be automatically sent on to another address and not kept within your inbox. For a guide on forwarding and how to find these settings, please see our help guide here.
- Confirm that the sender has used the correct address: Please double check that the sender of the email has used your correct email address to send to. The address sent to must match your email address, or it will not reach your account. You may also wish to confirm if the sender received a bounce message or not.
If you can't find an email that you were expecting to be delivered to your inbox, please contact our helpdesk at help@aluminati.net with as much detail as possible about the email.
Please include details of your Email Address, the sending email address, and the Date/Time the email was sent. We will be able to check our server logs for details of what happened to the email.
My email forwarding is not working.
If you have set up email forwarding on your account, and emails are not being forwarded on as expected, there are a number of settings to check to ensure that emails will be delivered:
- Is the forwarding address correct? You can log in to your Account and go to your Forwarding options to check that the settings and forwarding address have been set up correctly. It is important to double check that the forwarding address has been entered correctly.
- Check the junk & trash folders of the receiving Account: Sometimes emails may be flagged as spam by mistake. If you are not receiving forwarded emails, you can check the junk and trash folders of the account that is being forwarded to. If the forwarded emails are in one of these folders, you will need to check the spam settings of the account.
- Email delays: If there are any server issues, this could be causing a delay in any Emails being forwarded on. To check if there are any current server issues, you can find our service news at https://twitter.com/aluminatinews
Forwarding to a Gmail account
If you have set your oxfordbrookes.net account to forward on to a Gmail address, you may find there is an issue with any test messages you are sending.
When sending a test email to check your email forwarding, it is best to use an account other than your Gmail address. This is because Gmail sees the test email being sent from it already, and when this is forwarded back to the Gmail address, it will store it in another folder and not the Inbox.
You may find your forwarded test messages can be found in the All Mail folder.
Further steps
If you can't find an email that you were expecting to be forwarded, please contact our helpdesk at help@aluminati.net with as much detail as possible about the email.
Please include details of your Email Address, the address you are forwarding to, and provide some details of emails that have not been forwarded. If you include the Subject and the Date/Time the emails were sent, we will be able to check our server logs for details of what happened to the emails.
Emails people send to me are bouncing back to them!
If your contacts inform you that they receive a bounced/undeliverable message notice when they email your email address, the first step is to check that your account is not over quota. You can view your current quota usage by going to your Inbox and viewing it in the bottom left. For more details of your quota, you can read our help article here.
If your Account is over quota, Emails that are sent to you will be bounced back to the sender. You will need to delete or archive some of your Emails before you can receive any more. You can also upgrade your Account to have more quota space.
If your Account is under your quota, and your contacts are still receiving bounced messages, you will be able to determine the cause of this from the bounce message itself. It will have details of the cause of the bounce. You may wish to ask your contact to forward the bounced message to you.
If you are not sure how to interpret the bounce message, or need further assistance with why messages to your account are being bounced, please contact our helpdesk at help@aluminati.net.
Why are some of my emails delayed?
Where most emails are instant, sometimes there can be a delay between an email being sent and being received. There are several different reasons that can cause this, which you can find detailed below.
Greylisting
We use a system called Greylisting to reduce the amount of spam emails that you receive. This can delay delivery of a legitimate email if it is the first time you have received one from that sender/IP address. This delay is usually about 15 minutes, but can be longer depending on the sending server settings. You can read more about the Greylisting process in our help guide here.
To ensure that emails that you want to receive are delivered to promptly to your Inbox, please add all known and trusted email addresses and domains to your Whitelist. You can find a help guide for adding addresses to your Whitelist here.
Antivirus and Spam scanning
Some Antivirus and Spam scanning software can delay Emails from being received. If you are finding emails being delayed, please check any Antivirus or Spam scanning software or plugins you have on your device.
Mail server delays
Emails delays can be caused if a particular mail server has received a large volume of emails. This will cause a queue (similar to rush hour traffic), and email delivery will be slow as the server processes the sending of the emails. This typically doesn’t last long, and email flow will usually go back to normal after the queue has been cleared.
You can check for any known issues via our service news at https://twitter.com/aluminatinews
If you have any questions about emails being delayed, please contact our helpdesk at help@aluminati.net
