I'm having trouble signing in. What should I do?

First, check the caps lock on your keyboard--passwords are case-sensitive. Otherwise, the easiest way to resolve most sign-in problems is to request a new password.

If you originally signed up with a username and received an @mailshell.com email address, remember that you only need to enter the username (e.g., "joe") and not the full email address (e.g., "joe@mailshell.com").

If you originally signed up with a forwarding address and have been using that address to sign in, remember that you must enter the entire email address (e.g., "joe@domain.com"), not just the name (e.g., "joe"), and check that you are using the email address you used to sign up. (If you aren't sure which email address that is, you can simply try all the ones you may have used or check your accounts for the welcome email you received after signing up.) If you still can't sign in with an email address, try using your custom domain (e.g., joe.com) or Mailshell subdomain (e.g., joe.mailshell.com) instead.

You may also experience problems if cookies are not fully enabled in your browser. Different browsers control cookies in different ways, but here's how to check your settings in a few of the most common browsers:

• In Internet Explorer 5, go to Tools > Internet Options, click the "Security" tab, and click the "Custom Level" button. Scroll down and make sure that both cookies stored on your computer and per-session cookies are enabled.



• In Internet Explorer 6, go to Tools > Internet Options, click the "Privacy" tab, and try moving the slider to a lower setting. You can also specifically authorize Mailshell to use cookies by clicking the "Edit" button, entering "mailshell.com" as the website address, and clicking the "Allow" button.



• In Netscape 6, go to Edit > Preferences, double-click on "Advanced," and click on "Cookies." Make sure that "Enable all cookies" is selected.



• In AOL 6.0, go to Settings > Preferences, click "Internet Properties," click the "Security" tab, and click the "Custom Level" button. Scroll down and make sure that both cookies stored on your computer and per-session cookies are enabled.

If you are still having trouble, contact the Mailshell Support Desk. Your question should be answered within two business days.