Email Support

Global Relay offers a secure hosted email system that is engineered to provide an enterprise-class email service to companies of any size:

• Synchronized POP, IMAP & Webmail access
• 1GB of storage per mailbox for every user, with the ability to upgrade
• Includes Global Relay hosted Email Filtering for virus & spam gateway protection
• Access your email anywhere/anytime
• Email addresses branded with your domain: mary.smith@yourdomain.com
• Supports Outlook, Outlook Express, MAC Mail, Entourage, Palm, BlackBerry and most PDA's
• Includes Webmail with Calendaring, Contacts, Tasks and Notes
• No hardware or software required
• Send/receive Emails with attachments up to 100 MB
• Email aliases included
• Integrates with Global Relay Archive to ensure you never lose email again

Read More »

Account Settings

Global Relay's Email accounts require the following settings to function:

• Account name: (your full email address including the domain name)
• Password: (provided by your administrator)
• Incoming mail server (POP/IMAP): mail1.globalrelay.com
• Outgoing mail server (SMTP): mail1.globalrelay.com
• The proper Port Numbers to be specified.
• Ensure "Authentication" in your email account Properties is selected (typically "my server requires authentication")
• If you require secure access to the mail server, select the appropriate options (typically "this server requires a secure connection") for the incoming/outgoing mail server and then enter the secure Port Numbers.

Port Numbers - Outlook, Outlook Express and most email applications use POP or IMAP to receive email and SMTP to send email. POP, IMAP and SMTP servers have assigned Port Numbers which they use to communicate with your email application. Ensure your email application is set to use the proper Port Numbers.

Documentation

• Configuration for MS Outlook 2003 (IMAP)
• Configuration for MS Outlook 2003 (POP)
• Configuration for MS Outlook 2007 (IMAP)
• Configuration for MS Outlook 2007 (POP)
• Configuration for MS Outlook Express (IMAP)
• Configuration for MS Outlook Express (POP)

Frequently Asked Questions

What is POP3?

POP3 is an Internet mail protocol (Post Office Protocol) that mail clients use to deliver mail. POP is designed to remove mail from the server as soon as the user has downloaded it using an email application like Outlook. There are settings within Outlook that can allow the user to specify that mail be saved for a particular duration, or after a certain action has taken place.

What is IMAP?

IMAP is a standard protocol used to access email on servers. IMAP creates a continual connection to the server and only downloads the messages required to review. It also synchronizes the activity in the mailboxes on your desktop with mailboxes on Global Relay's email server.

What is Webmail?

Webmail is an online, Internet-based mail client that can be used in the replacement of Outlook type email programs. When used at the same time as an IMAP Outlook account all changes made in webmail will reflect in Outlook, as it would the other way around. Webmail is accessed from the Global Relay login page (your full email address and password are required).

Should I use POP or IMAP?

Today, most business people use Outlook or Outlook Express configured with POP; however, depending on the circumstances, we encourage our Customers to use Outlook or Outlook Express configured with IMAP.

POP is very restrictive, only allowing you to download email to your desktop. If you have integrated Webmail, you can view new email, but you do not have access to your recently downloaded email, nor can you ever see your Sent Items.

With IMAP, much like how Hotmail provides you with access to all your folders, IMAP synchronizes all your email and folders giving you access from multiple locations, such as your office and home using Outlook and your webmail. IMAP enables you to send a message from Webmail and have it appear in your Outlook Sent Items seconds later. You can also share accounts with co-workers and easily manage multiple email accounts providing better service to your customers.

How do I get started?

Once you have signed up online, send a list of your users' email accounts to support@globalrelay.net as follows: first name; last name; email address; passwords (if you want to maintain the existing passwords).

How long does it take to activate my mail?

Typically, account creation and the request to change your MX records are sent out within one business day from signing up online. Generally, an MX Record change takes one to two days to propagate over the Internet (so do not cancel your old email account until a few days after transitioning).

Why can I not connect to the server?

If your email client (Outlook, Outlook Express etc.) states that "a connection to the server could not be established" or "mail1.globalrelay.com could not be found", your Internet connection may down. Troubleshooting recommendations:

1. Verify that you have an Internet connection - connect to any website, such as google.com, and perform a search to verify you have an Internet connection. If you do not have a connection, contact your Administrator or your Internet Service Provider (Global Relay does not provide your Internet connection).
2. If your Internet connection is working, login to your Webmail account from the Global Relay login page and verify the email server is reachable (your email address and password are required). If Webmail is not reachable, notify Global Relay.
3. If Webmail is reachable and you can successfully login, reboot your computer and click the Send/Receive button in your email application. If you still can not connect to the server, verify your email application settings (see above) and contact your Administrator.

Why am I unable to send email?

If your email application can not send email, your Internet connection may be down. Troubleshooting recommendations:

1. Verify that you have an Internet connection - connect to any website, such as google.com, and perform a search to verify you have an Internet connection. If you do not have a connection, contact your Administrator or your Internet Service Provider (Global Relay does not provide your Internet connection).
2. If your Internet connection is working, login to your Webmail account and verify the email server is reachable (your email address and password are required). If Webmail is not reachable, notify Global Relay.
3. If Webmail is reachable and you can successfully login, reboot your computer and click the Send/Receive button in your email application. If you still can not send email,
   1. verify "Authentication" in your email account Properties is selected (typically "my server requires authentication") and,
   2. verify your "Outgoing mail server (SMTP)" is using Port 8025 (or secure Port 465, as the case may be) to send email. Reboot your computer and click Send/Receive.
4. If your email application still does not work contact your Administrator.

Outlook or Webmail does not accept my password, what can I do?

Make sure you are typing in your password correct. Note that passwords are case sensitive so make sure your "Caps Lock" key is off and try again.

If you forgot your password or your email address settings, please contact your Administrator and try again.

I am unable to login to Webmail, what can I do?

If you are unable to login to webmail, verify that you have typed in your email address properly and used the correct password.

If you receive an error "account has been moved to a remote system", your email address could have a typo in it (username@domain.com )

If you receive an error "incorrect password or account name", your domain name is correct but your username or password is wrong.

How do I create a vacation message?

Your vacation message settings are located in your Webmail account.

1. Login to Webmail (your full email address and password are required).
2. Select the "Filters" icon at the top of the page.
3. In the "Vacation Message (Disabled)" section (mid-page), type your message into the "Message Text:" field. Once you have entered in your vacation message, click on "Enable Vacation Message" to turn it on. Once you get back from vacation, click on "Disable Vacation Message."

Note: only one auto-response will be sent to any individual recipient unless you manually clear the list of replied address. (ie: if you send a test message, and then edit it and test again, the second time that recipient will not receive a message). This is to help prevent mail loops, or people from getting multiple replies saying that you are on vacation.

How do I change my default time zone in Webmail?

To change the time zone that is displayed in Webmail, first change the display settings. Once changed, you can always change it back. When you first login, click on "Options." Under the appearance heading, change the drop down menu of the Preferred Skin to "Golden Fleece" and apply the setting by clicking the check mark in the upper left corner.

Once applied, logout of Webmail. You will see the new display once you log back in. Click on settings and you will see the "Time Zone" drop down. Choose your desired time zone here. If you want to change the display back to what it was before, you can change the Layout option to default (Revolution). Once your changes are done click the "Update" button on the bottom of the page and log out.

How do I redirect my email?

To redirect or forward your mail to another email account, login to your Global Relay Webmail account.

Once logged in, click the "Filter" option. At the bottom of the page you will see the "Mail Redirection" options. Click "Redirect All Mail" and "Preserve To/Cc fields". Enter in the email address(es) that you wish the mail forwarded to. Email addresses should be separated by a comma.

Where can I view my Archived email messages and attachments?

To view your email messages in Global Relay Archive, choose "Email" from the Folder list on the main Search page. Once you conduct a search, you will see email messages on the Results page. Email is distinguished from other messaging types in the Archive by the following icon:

Email Continuity Support

Global Relay's 30 day Email Continuity system is an integral part of a business continuity or disaster recovery plan. It offers a secondary, continuous email system that ensures business continuity in the event of an in-house/Exchange primary mail server outage, software upgrade, hardware failure, data corruption or maintenance period.

Read More »

Frequently Asked Questions

How does it work?

With a simple MX record change to Global Relay, incoming email will be filtered through our hosted Email Filtering in real time. This spam & virus gateway protection deletes all viruses, identifies and quarantines spam (if enabled), with simultaneous delivery of "clean" messages to both your organization's primary email server (hosted or internal) and to Global Relay's Hosted Email Continuity server. The Email Continuity system will hold a user's existing mail for a rolling period of 30 days.

How do I access my Email Continuity account?

A user can immediately access a "real time" secure copy of their last 30 days of email using their existing email address and password to login via any secure web browser to Global Relay's Email Continuity login. Users have the flexibility to review, reply to, forward, print or download existing email and create new messages.

Are messages using the Email Continuity system restored to the primary email server?

Yes, all messages sent or received using the Email Continuity will be automatically queued for 14 days for delivery to the primary email system, ensuring synchronization, once it is online and available.

How do I get started?

Upon receipt of your online sign-up requesting Email Continuity, send a list of your users' email accounts to support@globalrelay.net as follows: first name; last name; email address; passwords (if you want to maintain the same passwords as your primary email account).

How long does it take to activate Email Continuity?

Typically, account creation and the request to change your MX records are sent out within one business day from signing up online. Generally, an MX Record change takes one to two days to propagate over the Internet (so don't cancel your old email account until a few days after transitioning).

How do I configure my account?

Select the appropriate "How To" Configuration Document posted on the Email Support Page.

Can I archive Continuity email?

If desired, a copy of all messages can also be seamlessly captured and accessed in Global Relay Archive.

What web browsers does Global Relay's Email Continuity service support?

You can use up to Internet Explorer 8 or Mozilla Firefox 6 to use Global Relay's Email Continuity service.

Email Filtering Support

Our Email Filtering is a gateway used to capture, filter, process and then forward all incoming email to a customer's email server. This is accomplished by modifying your domain's MX Record, pointing it to Global Relay's server.

Your MX record should be changed to point to both of our mail servers:

• gateway1.globalrelay.com. [preference of 10]
• gateway2.globalrelay.com. [preference of 10]

Global Relay will require your servers IP address that a) receives the email and b) sends the mail.

Read More »

Frequently Asked Questions

How do I get started?

Once you have signed up online, a simple modification to the MX records for your domain is required. The MX records will have to point to our Email Filtering server. No hardware or software is required.

Your MX record should be changed to point to two of our mail servers both with a preference of 10:

• gateway1.globalrelay.com.
• gateway2.globalrelay.com.

Global Relay will require the Host Name or External IP Address of your mail server so we can setup our system to properly redirect filtered mail to.

How long does it take to activate my Email Filtering?

Typically, the request to change your MX Records are sent out within one business day from signing up online. Generally, an MX Record change takes one to two days to propagate over the Internet (so don't cancel your old email account until a few days after transitioning).

How do I initiate access to my Email Filtering account?

For customers using Global Relay Email, you automatically have access to the Email Filtering to manage your own spam. You must activate your account first by logging into the Email Filtering through our Login page using the same username and password that you use for your email.

If you do not use Global Relay Email, individual user access to Email Filtering must be setup through your Administrator. The Administrator should email support@globalrelay.net with the new user details that include their email address and any aliases that are attached to it.

Is the Email Filtering managed by our Administrator or by individual users?

Your Email Filtering can be controlled at the user level. Spam filtering and Virus detection is enabled on a Domain wide basis by default.

What is the difference between tagged & quarantined?

Quarantined: When detected Spam messages are set to be quarantined, they will be held for up to 60 days in the Email Filtering Spam Cache. During that time you login to the Email Filtering and confirm their status as a "good" or "spam" email.

Tagged & Forwarded: When detected Spam messages are set to be tagged, their subject line will contain the prefix of "Spam:" and will be delivered to your JunkMail folder if you are using Global Relay for your email services or to your Inbox if you are not.

How do I ensure that an email address or domain never gets caught in the filter?

Simply contact Global Relay Support (support@globalrelay.net) and we can add the email address or the external domain name to the W/B List (White List and Black List). Any email that matches your W/B List criteria will not appear in any of the SPAM quarantine folder.

Any email that matches your W/B List criteria will not appear in any of the caches.

How to I block a certain email address or domain?

Simply contact Global Relay Support (support@globalrelay.net) add we can add the email address or the external domain name to the W/B List (White List and Black List). Any email that matches your W/B List criteria will not appear in any of the SPAM quarantine folder.

What if I did not receive an expected email, what can I do?

It is possible that the email was caught by the Filter. If you have access to your own Email Filtering account, look in the "SPAM folder" and confirm the email as "good". If that email is "good" then simply drag and drop that email from the SPAM folder to the Inbox Folder. This should release the email from the Quarantine if your spam is set to be quarantined. If you do not have access to your own Email Filtering account, then contact your Administrator who can contact Global Relay Support to assist in granting you access to your Email Filter and release the message for you.

What web browsers does Global Relay's Email Filtering service support?

You can use up to Internet Explorer 8 or Mozilla Firefox 6 to use Global Relay's Email Filtering service.