Solving Problems with Receiving Mail
If you are not receiving messages that you expect to receive from a particular sender, there is one thing you can do to troubleshoot the problem: Check your spam quarantine. It is possible that the message did not arrive in your inbox, but instead was intercepted by the spam filter. You may wish to add the sender to your whitelist, which if you find the message in your quarantine, can do so automatically at the time you release the message by clicking on 'Release + Whitelist' on the quarantine screen in the Customer WebMail.
NOTE: Please remember that it may take up to 5 minutes for mail intercepted by the filter to appear in your spam quarantine.
If your e-mail software is unable to download messages from the PortalMedia e-mail server, first check the hosting system status to see if there are any reported problems with our system. Otherwise, please contact support at 608-268-1410 or e-mail support@portalmedia.com and we will try to help you resolve the problem.
When you report any e-mail problems to us, we will need the following information to help you troubleshoot the problem:
- The e-mail software you are using.
- The e-mail address of the sender (if applicable).
- The exact date/time of the last occurrence.
- The text of any specific error message that you may be receiving.
