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.

What should I do if I forgot my password?

If you have forgotten your password or your password is not working, the best solution is to request a new password.

• From the sign-in options page, click the "request a new password" link.



• Enter the username you use to sign in with Mailshell and click the "Request New Password" button.



• Mailshell will now need to verify your identity. Depending on whether you have specified a secret question and whether you have the Premium Service, you will either need to answer a verification question and enter a new password, or a new temporary password will be emailed to your active forwarding address. (If a temporary password is emailed to you, you should sign in and change it as soon as you can.)

If you are still unable to sign in, please contact the Mailshell Support Desk. Your question should be answered within two business days.

What should I do if I forgot my username?

If you originally signed up by supplying an email address and have been using that to sign in, you can try searching different email accounts you might have used for the original welcome message, or just try entering all the addresses you frequently use.

Otherwise, if you still can't sign in, to ensure everyone's security, you must create a new account. Contact the Mailshell Support Desk if you have questions; you should receive an answer within two business days.