Email FAQ
Will emails get deleted automatically?
We do not actively delete any of your emails. Only emails in the trash are automatically deleted, depending on your settings (All settings > Address Book > Trash).
Some email programmes have settings that delete emails once they reach a certain size, number or age. You should therefore always check your email programme’s settings first before configuring it to use your mailbox account, or use the mailbox webmail service directly.
Why can’t I see my mailbox account in the email programmes on all my devices?
Many users have integrated their mail accounts from other providers into the mailbox webmailer. Some now expect that these external mail accounts will also appear on other devices or in local mail programmes where a mailbox account is set up. However, this is a misunderstanding.
Let us explain why:
Think of the webmailer as a local email programme, for example Thunderbird or Outlook. In this programme, the mailbox address is configured by default – but you can also add additional email addresses. If you now integrate an external email address, this programme retrieves the emails of that address for you and displays them. However, the emails still remain with the original, external email provider.
This is exactly how it works with mailbox: The webmailer only displays the emails of your integrated external email addresses.
Now let us assume you have configured your smartphone for your email address at mailbox. When you retrieve emails with this smartphone, naturally only the emails from mailbox are retrieved – but not the emails from external addresses that you have only integrated for display in the webmailer.
If you want to manage your external email addresses entirely with mailbox, you need to set up forwarding with your respective external email providers so that these emails are sent directly to your mailbox address. How to set up such forwarding can be obtained from the respective email provider. Unfortunately, we cannot provide a general guide here, as all email providers have different user interfaces and must be configured in different ways.
Why can’t I connect to the mail server?
If you are unable to connect to our mail servers despite having the correct login details and having configured your email programme correctly, please check the following:
- Are you using a locally installed antivirus programme? These sometimes monitor internet connections and block connections to our mail servers.
- Have you enabled a local firewall or similar software? If necessary, check your firewall settings and port forwarding.
Why are my filter rules not working?
If your filter rules are not working as expected, there may be several reasons.
In most cases, this is because the filters have been configured incorrectly or because several filters are interfering with one another.
We cannot provide support for the individual configuration of your filters. Disable all filters and then reactivate them one by one to identify where the error occurs.
Note on integrated/external inboxes
If you are retrieving emails from external mailboxes that you have linked in mailbox, the filter rules are not applied to these mailboxes. This applies both to your own filters and to our spam and virus filters.
The reason is that filters only apply to emails that are “normally” delivered to your mailbox address via SMTP. Emails from linked external mailboxes are not delivered into your mailbox but merely displayed in your account – similar to how you work with emails locally using IMAP.
To apply your filters to these messages as well, you would need to either forward them from your external account to your mailbox account or retrieve the emails from there using POP3.
Does synchronisation with Google services work?
When connecting your mailbox account with Google services, you may encounter an issue where Google blocks the access attempt from mailbox. In the mailbox Suite, this will result in an error message indicating that the login credentials are incorrect. At the same time, Google’s security settings will display a notice that a sign-in attempt has been prevented.
You can explicitly allow this access for a short period via the following link: DisplayUnlockCaptcha
Afterwards, log in to mailbox directly and try to subscribe to your Google account again — the connection should now work.
Google users who have enabled two-factor authentication must create an app password for mailbox in their Google account settings under Security and use this password instead of their normal Google credentials.
It is currently unclear whether the Google synchronisation will work permanently. We have received feedback from some users reporting a stable and error-free connection. However, others have reported that Google blocked access again after some time. We are currently collecting more detailed information on this.
