We partner with Rackspace to provide branded email addresses for our clients. Mailboxes are available for $4/month or $48/year, depending on the client’s membership type. Each mailbox will end with the client’s domain name and can begin with any phrase they choose (e.g., info@mydomain.com).

Important: This is completely separate from our Email Marketing tools. Customers do not need to purchase a mailbox in order to use Email Marketing.

To purchase a mailbox:

1. The customer navigates to the MAILBOX tab in their left-side menu.

2. Clicks the “Add Mailbox” button.

3. Completes the payment process.

4. Returns to the MAILBOX tab to select their email address and create a password.

This action creates a ticket for a Level 2 agent, who will then complete the setup so the mailbox works properly with the customer's domain.

While Webmail is the primary interface, clients can also connect their mailbox to outside mail clients such as Outlook, Apple Mail, Gmail, etc.

To do this, they must manually enter our unique mail server settings into their mail client. The settings themselves are the same for all apps, but the setup process varies by platform.

Common scenario:

A client can send/receive in Webmail but cannot in another app (e.g., iPhone, Gmail).

This is almost always due to incorrect settings being entered into the mail client.

Recommended fix:

• Have the client remove the mailbox from their app.

• Walk them through re-adding it using our step-by-step guide.

• Double-check that there are no typos in the server settings or login credentials.

If a customer's mailbox is blocked by Rackspace due to a suspected compromise or spam-related activity, we will receive an email from Rackspace notifying us of the issue. These notices often include the blocked mailbox address and a brief reason (e.g., “high volume of email after low or no activity”).

Example Notice from Rackspace:
“The mailbox "support@photobizlovesme.com" has had its access blocked and the password has been changed due to suspicious activity.”

Support Procedure

1. Contact the Customer Promptly
   A Support team member should call the customer as soon as possible to inform them that their mailbox has been temporarily blocked by Rackspace for security reasons.

2. Explain the Situation Clearly
   Let the customer know:

   • Rackspace blocked the account to protect it from potential abuse.

   • The password was reset automatically.

   • Their computer should be scanned for viruses/malware before the mailbox is reactivated.

3. Change the Password

   • Log in to the Rackspace Cloud Office Control Panel.

   • Find the customer’s blocked mailbox.

   • Set a new, strong password for the mailbox.

4. Restore Mailbox Access

   • Use the Control Panel to restore access to the blocked mailbox.

   • Provide the customer with the new password.

   • Help them log back into Webmail or reconnect the mailbox to any mail clients (if needed).

5. Send a Follow-Up Email

   • Confirm the mailbox has been restored.

   • Include the new password.

   • Remind them to run a full antivirus/malware scan on any devices that access this mailbox.

   • Include a link to Rackspace’s Mail Terms & Conditions if appropriate.

We resell Rackspace’s email product, which means:

• We do not control the design or interface of Rackspace Webmail.

• We cannot resolve system outages or internal Rackspace issues directly.

If Rackspace is experiencing downtime or bugs, you can check their status page for updates: