Frequently asked questions

Add a question here whenever a feature makes one likely. Keep each answer short and link to the full article.

Running Zappocity

Can I run the command line from my own computer?

Yes. Set CORPSUITE_API_URL to the server's HTTPS address and CORPSUITE_API_KEY_FILE to a file holding the platform API key, then run corpsuited commands as usual. Only panel administrator commands need the server itself. See The command line.

Can I manage Zappocity without the admin panel?

Yes. Everything the panel and the API can change can be changed with sudo corpsuite on the server, such as sudo corpsuite mailbox suspend amy@example.com. Run sudo corpsuite help for the list, and see the command line.

How do I see the server's log?

Run sudo corpsuite logs, or sudo corpsuite logs -f to follow it.

A user lost their phone. How do I stop it reading their mail?

Run sudo corpsuite mailbox app-passwords amy@example.com to see their app passwords, then sudo corpsuite mailbox app-passwords revoke amy@example.com ID for the phone's. Changing their password with sudo corpsuite user password amy@example.com signs out every device.

Is there a Docker image?

No. Zappocity runs on bare metal as a systemd service: make, then sudo make install, sudo make db and sudo make enable. See Install on a server.

Where does the database password go?

Nowhere. The service reaches the local Postgres over its Unix socket with peer authentication as the corpsuite system user, so there is no password to store.

Sending mail

Why does my domain need a DKIM record?

Mailocity signs every message sent to other servers with your domain's DKIM key. Receivers look the public key up in DNS; without the record they cannot check the signature, and DMARC fails. The record is in your DNS checklist. See Sending mail to other servers, and DKIM.

My DNS provider says the DKIM value is too long, or the record breaks.

One DNS TXT string holds at most 255 characters and an RSA DKIM record is longer. Use Copy next to the record in your DNS checklist: it gives the value as quoted strings of 255 characters or fewer, which Route53 and zone files need. If your provider wants the plain value (or the quotes end up in the record), use Copy single line instead. See Long TXT records.

My message to another company is not there yet. Where is it?

If their server refused it for now (for example with greylisting), it is still queued and is retried, for up to five days. If it failed for good, you have a notice titled "Undelivered mail returned to sender" with the reason.

Why did I get one failure notice per domain?

Each destination domain is delivered to separately, so a message to several domains that fail gets a notice from each.

My message to a company is stuck with an "MTA-STS" error. Why?

That company's domain has an MTA-STS policy in enforce mode, and its mail server failed a check the policy requires: it did not offer encryption, its certificate was not valid for its name, or it is not one of the servers the policy lists. Mailocity keeps retrying for five days, as for any temporary failure, so the message goes through once they fix it. See MTA-STS.

Should my domain use MTA-STS enforce mode?

Yes, once your MX record points only at the Mailocity mail host and the mta-sts CNAME and _mta-sts TXT records are in place. New domains start in testing mode. See MTA-STS.

Spam, spoofing and DMARC

Why was a message refused with "fails the DMARC policy"?

The sender's domain publishes a DMARC policy of reject, and the message came from a server that domain does not allow, without a valid signature from it. That is what forged mail looks like. If the sender is real, their domain's SPF or DKIM setup is wrong; they need to fix it. A domain admin can set inboundAuth to junk to receive such mail in Junk instead. See SPF, DKIM and DMARC.

Why is mail from a real company in my Junk folder?

Its domain asks for quarantine when its checks fail, and this message failed them, often because it was forwarded. The Authentication-Results header on the message shows which check failed.

Add the service's SPF include (for example include:_spf.example-newsletters.com) to the domain's spfExtra setting, update the SPF record in your DNS, and set up DKIM with the service if it offers it.

Who is sending mail as my domain?

The daily DMARC reports that providers send tell you. Mailocity collects them at dmarc-reports@<your-domain>; the DMARC report summary lists every sending address with how many of its messages passed. See DMARC reports.

Why don't I see any DMARC reports?

Check that the _dmarc record in your DNS matches the one in your DNS checklist and includes rua=mailto:dmarc-reports@<your-domain>. Providers send reports once a day, and only for days on which they saw mail from your domain.

Filters

Can I sort my mail into folders automatically?

Yes, with mail filters (Sieve). Turn on a filter script from a mail app that supports ManageSieve or JMAP Sieve, or ask your administrator to set one up for you; the webmail rule builder arrives in M2. See Mail filters.

Why did my filter not move a message?

The folder name must match an existing folder exactly; when it does not, the message stays in the inbox. Also check that the script is the active one, and that a tenant or domain rule did not already decide where the message goes, since those run first.

Why is my filter not forwarding mail to my other address?

Forwarding to other domains needs the Forwarding feature on your plan (the Free plan does not have it) and counts against your sending limit. A message is also not forwarded again if it already passed through your account, which stops forwarding loops. The message stays in your inbox instead.

How do I edit my filters from Thunderbird or Roundcube?

Use ManageSieve: in the Sieve add-on or Roundcube's filter settings, enter the same server name as for IMAP, port 4190 with STARTTLS, and your full email address and password. See Mail filters.

Why does my filter app say it needs encryption?

The server only accepts your password after the connection switches to TLS (STARTTLS), so it is never sent in the clear. Turn on STARTTLS in the app's security setting.

Can a filter create folders or act on dates?

Yes. fileinto :create creates the folder the first time it is needed (up to 200 folders per account), and date and currentdate can file mail by the day, time or weekday. See Dates and folders.

Will mail I forward to Gmail or Outlook land in spam?

Less often than without ARC. Forwarding breaks SPF for the original sender, so Mailocity adds a signed ARC record of the checks the message passed when it arrived, which large providers use to trust forwarded mail. See ARC.

Do my filters run on mail from colleagues?

Yes. Filters run on every message delivered to your mailbox, whether it came from another server or from someone on the same server.

How do I set an out-of-office reply?

Turn on the vacation response from a mail app that supports JMAP, or ask your administrator; the webmail screen arrives in M2. You can give start and end dates so it turns itself on and off. See Vacation replies.

Why did someone not get my automatic reply?

Each sender gets at most one reply every 7 days. Mailing lists, newsletters, other automatic replies, mail in Junk and mail where your address is not in To or Cc never get one, so your reply does not end up on a list or in a loop between two auto-responders.

Domains and DNS

Can our team have its own sending address?

Yes: the operator can dedicate an IPv4 address to a team, so other teams' mail never affects its reputation, and with an IPv6 prefix every domain gets an IPv6 address of its own. Your team page shows where your mail leaves from. See Outbound IP addresses.

Does the server speak HTTP/3?

Yes: QUIC on UDP at the HTTPS port, with the same certificates. Browsers move to it by themselves and fall back to HTTP/2 when UDP is blocked. Open UDP 443 in the firewall to get it. See Install on a server.

Can webmail be at our own address, like mail.ourcompany.com?

Yes. Add a CNAME from the name to the target the team manager shows, then enter it under Your own addresses on the team page. It works with its own certificate once it points here. See Your own addresses.

Can Zappocity add the DNS records for me?

Yes, if your DNS is on dnso.city (Zappocity's DNS hosting, free for your team's domains) or in AWS Route53: under Automatic DNS on the domain's page, publish at dnso.city (no keys), or give an AWS key limited to the hosted zone, and the records are published and kept right. See Automatic DNS.

Can mail be stored in S3 instead of the server's disk?

Yes: AWS S3 or any S3-compatible service (MinIO, Cloudflare R2, Backblaze B2, Wasabi). Set CORPSUITE_S3_* and copy the existing files with corpsuited blobs copy-to-s3. See Message storage.

How do I know when my new domain is set up?

Leave the domain's page open: it checks DNS every 30 seconds and shows how many required records are in place. You can also close it; Zappocity checks a new domain in the background for a week and emails the team's owners once every required record is right. See DNS setup.

Why can't my MX record be a CNAME?

The DNS rules (RFC 2181 and RFC 5321) do not allow an MX record to point at an alias. Point MX at the Mailocity mail host name shown in your domain's DNS checklist; the other service names (such as mail. and autoconfig.) can be CNAMEs. See Set up DNS for your domain.

Can I import the DNS records instead of typing them in?

Yes. In the admin panel, open the domain and click Download zone file, then import the file at your DNS provider (Cloudflare, AWS Route53 and Google Cloud DNS can; look for "Import zone file" elsewhere). Remove old MX, SPF and DMARC records first. See Set up DNS for your domain.

How long do DNS changes take?

Usually minutes, but up to the record's TTL, which is often an hour. GET /v1/tenants/{id}/domains/{domain}/dns lists what to publish; automatic rechecking in the admin panel is planned for M1 and M2.

How do I make browsers always use HTTPS for my domains?

Zappocity already sends HSTS on every HTTPS page, remembered for one day by default. Raise it under Settings > HTTPS (HSTS) in the admin panel once every site under your domains works over HTTPS. See HTTPS only: HSTS.

Plans and accounts

Can customers pay with crypto?

Where Stripe offers crypto payments to your account, enable them in the Stripe dashboard: Stripe's checkout then offers them with the other methods you enabled.

Does Zappocity store card numbers?

No. Cards are entered on Stripe's own pages; Zappocity keeps only Stripe's ids and a label such as "Visa ending 4242".

How do I give a customer their products for free?

On their organization's Billing card choose Free (no charge), give the reason and, if it is for a while, the date it ends.

How do I stop selling a plan without moving the teams on it?

Retire it (Plans → Retire). Teams on it keep it; nobody new gets it. See Plans and signup.

How do I give a new customer a discount?

Make a coupon under Billing → Coupons (for example 20% off for three months, first order only) and send them the code; they redeem it on their account page. Or give it yourself on their organization's Billing card. See Coupons.

Can a coupon give more users or storage instead of money off?

Yes: a limit boost coupon raises the product's limits by name (5 more users, 10 GB more storage per user) for some months or for good. It shows on the team's limits in the Mailocity panel and goes when the coupon ends.

Can someone help manage our users without being an admin?

Yes: make a team role (team page → Team roles) that covers only Users, say, and give it to them on their user. See Team administration.

Can webmail sign my mail with my S/MIME certificate?

Yes: add the certificate and its private key in Settings → S/MIME certificate, and Sign (S/MIME) appears when you write. See S/MIME.

Can people send me encrypted mail?

Yes: publish your OpenPGP public key in webmail Settings → OpenPGP key, and their mail apps find it. You read encrypted mail in a mail app with your private key. See OpenPGP.

Where are the forums?

At /forum, or Forums in webmail's top bar. Anyone reads the platform's forums; sign in with your mailbox to post. See Forums.

Can my team have its own forum?

Yes, when your plan includes Forums: your team's owners and admins make them in the team manager. They can be for members only or readable by anyone.

Does my team have a wiki?

When your plan includes Wiki: open /wiki signed in to webmail, or Wiki in the team manager. See Team wikis.

Someone's wiki edit disappeared. Can I get it back?

Yes: History on the page keeps every version; open the one you want and choose Restore this version.

How do I delete my mailbox or my account?

Your mailbox: webmail Settings → Delete this mailbox. Your Zappocity account (and, if you tick it, your mailboxes): Delete your account on the account page. Both wait for the grace period (14 days unless your provider set another), during which you can change your mind. See Deleting mailboxes and accounts.

Why can't I delete a mailbox?

It is under a legal hold, or it is the team's last owner while others are on the team. Lift the hold, or make someone else an owner, first.

Can a deleted mailbox be brought back?

During the grace period, yes: Keep. After it, no; the mail is gone (except copies in the compliance archive, if the team archives).

Why does some mail show a Staff badge next to the sender?

The sender is Zappocity staff and the server proved the message is theirs. Mail that only claims to come from staff never shows the badge, so be wary of "staff" mail without it. See Profiles and badges.

Who can see my profile?

Nobody, until you tick Show my profile to others on the account page. Then people you mail see it next to your messages, and people signed in to Zappocity can find it by your handle.

How do referral rewards work?

Turn on Settings → Loyalty and referrals. When someone signs up with a person's invitation link (on their account page) and their organization pays for the first time, the inviter gets the referral points and the new customer the welcome points. Points become credit or Mailocity invitations on the account page. See Loyalty and referrals.

Someone's referral points did not arrive. Why?

The program must have been on when the invited person's organization first paid; they must be an owner of it; and only money counts, not an invoice paid by credit. Give the points by hand on the inviter's page (Give points) if it should have counted.

A customer's coupon did not come off their invoice. Why?

Check on their organization's Billing card that it is in force: a coupon used once is used up after the invoice it came off, one for some months stops at its end date, and a first-order coupon applies only to the first invoice. It also covers only the product, plans and periods it was made for.

What is supporto.city?

The help desk sold to other teams: each subscribing team gets its own desk (queues, tickets, canned replies, help center) on the same support system Zappocity uses, kept apart from every other desk. Plans are Free, Starter, Team and Business, priced per agent. See supporto.city.

A supporto.city desk has no mail. Why?

Its mail is made under supporto.city's site host (Products → supporto.city). If that was empty when the desk was made, set it, then the desk's administrator chooses Queues → Set up mail.

Someone else added my domain to dnso.city. What now?

A domain is served for one DNS account only. Contact support: they check the domain is yours and move the zone to your account.

Can other name servers serve my dnso.city zone too?

Yes, on Personal and up: on the zone's page, under Secondary DNS, list their addresses; the zone gets a TSIG key (its secret is shown once) to set on them. They transfer the zone from dnso.city and are told when it changes. The zone goes to them without DNSSEC signatures, so do not use them while your registrar has the zone's DS record. See DNS hosting.

How is a plan change billed on supporto.city or dnso.city?

A dearer plan (or more seats) is invoiced at once for what is left of the period you have paid for: the difference in price, in proportion to the time left. A cheaper plan or fewer seats take effect at once, without a refund. Changing between monthly and yearly billing takes effect at the next renewal, which is invoiced for the new period.

Does a Mailocity team pay for dnso.city?

Not for its own domains: automatic DNS publishes them on dnso.city for free (choose Publish at: dnso.city on the domain's page). Other domains are hosted on a dnso.city plan.

My dnso.city zone's records are not used. Why?

The domain's registry still names other name servers. The zone's page says under Delegation what the registry names; at your registrar, set the domain's name servers to dnso.city's. Registries take from minutes to a day to publish the change, and resolvers keep the old answer up to its TTL (often two days).

The zone's page says the DS record is a mismatch. What does that mean?

The registry has a DS record for another key (often your previous DNS host's), so resolvers that check DNSSEC refuse the domain's answers. At your registrar, remove the old DS record and add the one on the zone's page.

Can dnso.city serve a zone I keep on my own name servers?

Yes, on Personal and up, as a secondary: add the domain with your name servers' addresses as its primaries (and their TSIG key, if they want one). dnso.city transfers the zone from them and serves it; you change the records on your own servers. Zones signed with DNSSEC at the primary are not taken yet. See DNS hosting.

My secondary zone says the last check failed. What now?

The zone's page says why: the primary did not answer (allow dnso.city's addresses to transfer the zone), the key is wrong (set it again under Change the primaries), or the zone has more records than the plan allows. dnso.city keeps serving the zone as last transferred until the SOA's expire time passes. Check now tries again at once.

I lost my zone's TSIG secret. Can I see it again?

No, it is shown once. Make a new key on the zone's page (or corpsuite dns zone transfers new-key) and set the new secret on your other name servers; the old key stops working within a minute.

Do I need a secondary MX?

Not to keep mail: senders' servers retry for days when the mail server is down. A secondary MX (mxbackupd, see the secondary MX) takes the mail at once instead, so it arrives the moment the mail server is back, and it refuses unknown addresses just as the mail server does.

How does a team start with supporto.city?

On supporto.city's page, Start free (once the product is available under Products): they sign in or up with Zappocity and make a help desk on the account page. It starts on the Free plan; they change the plan and seats there.

Where do a supporto.city desk's customers write in?

At /support on the desk's own host (acme.supporto.city/support), signed in with a Zappocity account, or by mail to a queue's address. The desk's help center is at /help there.

Each desk's host keeps its own session. Signing in there takes the agent to the Zappocity account page and straight back; when they are already signed in to Zappocity, they only see the redirects.

How does a supporto.city agent read their own mail?

When the desk's administrators choose mailboxes for agents' addresses (Queues → Mail), each agent gets a mailbox at their name on the desk's domain and signs in to it in webmail with their Zappocity account. With ticket addresses, mail to them opens tickets instead.

Why can't I move a supporto.city team to a smaller plan?

The desk has more agents or queues than that plan allows. Remove agents or queues until it fits, then change the plan. The same goes for lowering its seats below its agents.

How do I sell a plan per user (per seat)?

Under Products, open the plan's Prices, tick Per seat and save. Its price is then per seat; each subscription's Seats say how many are billed. Adding seats mid-period is invoiced for the time left; removing them is not refunded. See Billing.

A customer was charged by mistake. How do I fix it?

Void the invoice if it is still open: its charge goes back on the balance. If it was paid, add a credit (or record a refund if you paid money back). Entries are never edited, so the history shows what happened.

Where did my platform support ticket go?

Platform support is now the Zappocity help desk. Your old ticket says its new number (ZC-41); follow it on your Zappocity account's Support page.

How do I contact Zappocity support?

Sign in at /account and open Support → New request. Each request has a number (ZC-41) and you are emailed when we reply.

Why can't I close my abuse report?

Abuse reports stay open until our staff have dealt with them.

Can I copy a colleague on a support request?

Yes, where the kind of request allows it: add them under People on the replies, or list them when you open the request.

Customers' emails to billing@ are not becoming tickets.

Check under Help desk → Queues that the queue has a mailbox and Mail to the queue's address opens tickets is on, and whether it takes mail only from people with a Zappocity account. Mail that was not taken is in the mailbox's Not accepted folder.

How do I make the reply link require signing in?

Help desk → Queues, the queue, tick That page needs signing in.

On your account page, Two-step sign-in → Set up an authenticator app, scan the QR code and enter the code it shows. Keep the recovery codes.

I lost my phone and my Zappocity recovery codes.

Contact support: after checking it is you, staff can turn two-step sign-in off so you can sign in and set it up again.

One sign-in for webmail, the team manager, the admin panel and every Zappocity product. Your Zappocity account has your mail address and, at first, your mail password. See single sign-on.

Signing in with Zappocity says my account has no mailbox here.

Your Zappocity email is not the address of a mailbox here (or the mailbox is new; wait a minute and try again). Sign in to Zappocity with your mail address.

My mail app stopped working after we turned single sign-on on.

While single sign-on is on, mail apps need an app password: the mailbox password no longer works in them. In webmail, Settings → App passwords, name the app and Make app password (confirming it's you on Zappocity if asked), then enter it in the app as its password. Do this on every device soon: an app that keeps trying the old password counts as wrong passwords and can lock the mailbox for a while. See One sign-in for everything.

Yes, while single sign-on is on: your Zappocity account is how you sign in to your new mailbox. Continue with Zappocity lets you sign in, or create the account at zappo.city (confirm its email), then brings you back to choose your address. See Plans and signup.

Why does making an app password send me to Zappocity?

An app password reads and sends your mail, so making one needs a recent sign-in: unless you signed in to zappo.city in the last 10 minutes, you confirm it's you there (your password, and your code if two-step sign-in is on) and come straight back.

Where do I change my mailbox password now?

With single sign-on on, there is no separate mailbox password: change your Zappocity password on your account page. It is the one webmail, the team manager and the panel use; mail apps use app passwords.

A staff member made a new Zappocity account and the panel says they are not staff.

Staff are linked to the Zappocity account they first signed in with, not just to an email. Remove them under Staff and add them again with the new account's email; their next sign-in links the new account.

On the server: sudo corpsuite sso set enabled:=false turns single sign-on off, which opens the password sign-ins again (and mailbox passwords in mail apps). Turn it back on with sudo corpsuite sso set enabled:=true once Zappocity is back.

Can our notices come from a real mailbox instead of a no-reply address?

Yes: Settings → Notice mail → As a mailbox here, and pick one. Replies then reach that mailbox. See service mail.

How does another service send mail through Mailocity?

Make an API token with the send scope for the mailbox it should send as (API tokens next to the user), and have it call POST /api/mail/send. See service mail.

I signed up for Zappocity but never got the confirmation email.

Check spam, then sign in at /account and choose Send a new link. If nothing arrives, the operator must set a notice address (noticeFrom) in the platform settings.

Why does my Zappocity account say "not confirmed"?

You have not opened the link we emailed. Products only trust a confirmed address, so confirm it before signing in to them with this account.

How do I bring an existing Mailocity team under a Zappocity organization?

Every active team gets an organization of its own within a minute (see Every team has an organization). To put it under another organization instead, cancel its subscription, then Subscribe from the other organization with the team's tenant id in Adopt an existing tenant. The team keeps its plan and everything in it.

I changed someone's role on Zappocity. Why did their mailbox change too?

A team's people and its organization's members share their roles: the one changed last wins on both sides within a minute. See Members, roles and names stay the same.

Why can't I remove someone from an organization on Zappocity?

They have a mailbox in one of its Mailocity teams, which makes them a member. Delete the mailbox in Mailocity, or unlink it from their Zappocity account on the mailbox's page; the sync then removes them.

Does the organization made for a team bill it twice?

No. Its subscription never renews, so Zappocity sends no invoice; the team pays as it did. Set a renewal on the subscription to bill it through Zappocity instead.

Why was a plan change refused?

The team has more users, domains or aliases than the new plan allows. Remove some, or pick a bigger plan.

What is the difference between Zappocity and Mailocity?

Zappocity is the company and its account, billing and support site; Mailocity is its email product. Each has its own homepage: set zappocityHost to show Zappocity's (see Host names).

Can I start free and upgrade later?

Yes. A free account keeps its address when it moves to a solo or team plan. See Plans, free mail and signup.

Do I need to set up a team to pay for my own mail?

No. The solo plan is for one person and needs no team. You can move from solo to a team plan later and keep everything.

Why can't my mail app connect to my free account?

Your plan may not include IMAP or mail-app sending. Use webmail, or upgrade to a plan that includes them.

Why was my message refused with "sending limit reached"?

Each plan allows a number of recipients per hour and per day. Wait and try again, or upgrade for higher limits.

Can one user have higher or lower sending limits than their plan?

Yes. In the admin panel, open the tenant and choose Limits on the user's row. Empty fields keep the plan's value. See Sending limits.

Does a message to 10 people count as one or ten?

Ten. Sending limits count recipients, from mail apps, webmail, vacation replies and filter redirects alike.

At /signup on your Zappocity host, linked from the homepage. It shows only what you have offered: open signup under Settings in the admin panel, mark plans for signup under Plans, and offer at least one shared domain. Until then the page says signups are closed.

How do I get into the admin panel?

Create an administrator on the server with corpsuited set-admin you@example.com, then sign in at /admin. Mail accounts, even a customer's owner, cannot sign in there. See the admin panel.

I'm locked out of the admin panel. What now?

After five wrong passwords, wait 15 minutes. If you have forgotten the password, run corpsuited set-admin with your address on the server to set a new one; it also signs out your other sessions.

Paid accounts wait for payment. They start working as soon as payment is confirmed.

Folders and addresses

How do I make a mailing list?

In the team manager, open your team page and choose Add list under Mailing lists. Pick a distribution list for a group address whose mail arrives unchanged, or a discussion list for one that sends posts as the list, with a subject prefix and unsubscribe links. See Mailing lists.

To keep out automated signups, the service may ask you to prove an address you already have or a mobile number with a 6-digit code. An email address you give becomes your recovery address. See Signup verification.

Check the number has its country code (such as +1) or look in your spam folder, then choose Send again. Codes work for 15 minutes; after 3 codes in an hour, wait a little.

How do I book a meeting room?

In the calendar, choose Book a room or equipment... under the event's guests and save. The room accepts when it is free and declines when it is booked. See Rooms and equipment.

Yes. Team owners and admins make Team address books in the team manager; everyone on the team sees them in Contacts and contacts apps, and may change them when the book allows it. See Contacts.

Can I send to a group of contacts at once?

Yes. Make a group in Contacts with New group, then type its name in To, Cc or Bcc and pick it: everyone in it is added. See Contacts.

Why do some senders show a photo?

They are your contacts and have a photo. Add one with Add photo on the contact; it shows next to their mail in the message list.

Can people join a list by email?

Yes, if the list lets them (Who may join themselves). They send any message to list+subscribe@your-domain and confirm the link they get back. list+unsubscribe@ sends a member their own leave link, and list+owner@ reaches the moderators.

Why was my post to a list held?

Only members (or whoever the list allows) may post. A post from anyone else, or one that looks like spam, waits for a moderator, who can send or discard it. Mail from another server also has to pass DMARC to count as from a member.

Why did a member stop getting a list's mail?

Their mail server bounced five copies within 30 days, so delivery stopped. Fix the address, then choose Start again next to them on the list's page.

Can mail to my plus address go into its own folder?

Yes, if your domain administrator turns on plus-address folders. Mail to you+news@your-domain then lands in a news folder, created the first time. See Plus addressing and automatic folders.

Why did my tagged mail land in the inbox?

Either plus-address folders are off for the domain, or the tag is not a plain name (letters, digits, ., _, -), or it names Drafts, Sent, Junk or Trash, or the account already has 200 folders.

Can I delete the Sent or Trash folder?

No. The six standard folders carry roles that mail apps rely on. You can rename them, and create and delete any other folder.

Webmail

Where is webmail?

Use Sign in at the top of the homepage. It goes to /mail, or to the webmail host (such as https://webmail.mailo.city) when your provider set one. Sign in with your full address and password. See Webmail.

How do I put webmail on its own address, like webmail.example.com?

Point the name's DNS at the server, then enter it under Settings → Host names in the admin panel (or webmailHost in PATCH /v1/settings). Signup, invitation links and the admin panels can have their own names the same way; see Host names. The certificate comes automatically at the first visit. See Webmail.

I set a webmail host and now the page will not load.

Check that the name's DNS points at this server and that port 80 or 443 is reachable, so the certificate can be issued. To undo it, clear the field; webmail is back at /mail straight away.

Why does webmail say it is not included in my plan?

Webmail is a plan feature. Ask your administrator to move you to a plan that includes it; mail apps over IMAP may still work meanwhile.

Why are the pictures missing from some messages?

Webmail does not load images from other servers, because senders use them to track when you open a message. Pictures sent inside the message still show. Press Load images above the message to see the rest; they come through the server, so the sender does not learn your address.

Webmail says my account is suspended.

Your administrator or provider has paused it; your mail is kept. Ask them to reactivate it. See Suspending accounts.

How quickly does suspending someone take effect?

At once for new sign-ins and webmail; open mail-app connections close within about 15 seconds. Mail sent to them is refused while suspended. See Suspending accounts.

Why was I signed out of webmail?

Sessions end after 7 days, after 24 hours without use (your provider may have chosen other lengths), when your password changes (from another browser, a reset link or an administrator), or when your account is suspended. Sign in again. Restarting or upgrading the server does not sign anyone out: the page says it cannot reach the server and carries on once it is back.

Can staff change how long people stay signed in?

Yes, for the admin panels, webmail and the Zappocity account separately: Settings → Sign-in security in the Zappocity panel, or corpsuite security set. See How long sessions last.

I forgot my password. How do I get back in?

On the webmail sign-in page choose Forgot your password? A link goes to your recovery address, if you set one. Without a recovery address, ask your administrator to set a new password. See Passwords.

I asked for a reset link and nothing arrived.

The link only goes to a confirmed recovery address, never to the account itself, and the page does not say whether one is set. Check the spam folder of your recovery address, and wait a minute; at most 3 links go out in an hour. Otherwise ask your administrator.

Why did changing my password sign out my phone?

A new password signs out every other device and mail app, so a stolen password stops working everywhere. Give your mail apps the new password.

In webmail Settings, under Two-step sign-in, choose Set up and scan the QR code with an authenticator app. Save the recovery codes it shows. See Two-step sign-in.

Mail apps can't ask for a code, so they need an app password instead of your account password. Make one in Settings under App passwords and enter it in the app.

Where is my calendar in webmail?

Choose the calendar button in the top bar of webmail. See Calendars.

I changed one meeting of a repeating series and the others changed too.

When you save, choose Save to change only the occurrence you opened, or Save for all occurrences to change the series. Deleting offers Delete this one and Delete all the same way.

Why are event times different from what the organizer typed?

Webmail shows every event in your browser's time zone, so a 2 pm meeting in London shows as 9 am in New York.

Why did a message from someone new arrive a few minutes late?

The domain has greylisting on: the first message from a new sender waits for their server to try again. Later mail from them arrives at once. See Greylisting.

Mail from a partner keeps landing in Junk. Can I trust their servers?

Add their sending addresses to your team's IP allowlist (on the team's page): their mail then skips spam scoring and greylisting, though viruses are still refused.

Why does my phone's mail app sync faster now?

The server supports QRESYNC: an app that was offline asks only for what changed since it last looked, rather than reloading every folder. See Mail apps.

Where is the mailbox a teammate shared with me in my mail app?

Under Other Users, then their address, such as Other Users/boss@example.com/INBOX. If it is missing, check your app shows all folders (some list only subscribed ones). See Sharing.

I was given a temporary password. Why does my mail app refuse it?

A temporary password only opens webmail, where you choose your own. Sign in to webmail, choose a new password, then use it in your mail app. See Password reset.

Does forwarding break SPF?

No: forwarded mail is sent with an SRS address on your domain, so SPF passes, and bounces still reach whoever sent the message. See Mail filters.

How do I remove a domain?

On the tenant's page under Domains, Remove (staff and the tenant's owners), and type the domain's name. Every mailbox on it is deleted after the deletion grace period, with its aliases and lists; Keep the domain undoes it until then. See Removing a domain.

Can I give a domain to another team?

Yes: offer it from the domain's page to an owner or admin of the other team, who accepts it. Its mailboxes and aliases must be moved or removed first. See Moving a domain.

How do I know my DNS records are right?

Open the domain's page and choose Check DNS: each record says whether it is right, missing or different, with what DNS has now. See Set up DNS.

Do aliases work with plus addressing?

Yes. sales+orders@example.com reaches whoever has the sales alias, and the same goes for aliases on shared domains. See Plus addressing.

Can I see my tasks in Apple Reminders?

Yes. Add your account as a CalDAV account (see Calendar and contacts apps); your task lists appear in Reminders, and tasks added there show in webmail's calendar under Tasks. See Tasks.

Should my mail app send on port 465 or 587?

Either works. 465 (SSL/TLS) is encrypted from the first byte and is what apps set up from your address choose; use 587 (STARTTLS) if your network blocks 465. See Mail apps.

How do I stop all mail from a domain?

In webmail, Settings → Blocked domains: add the domain, and choose whether its mail is refused or filed in Junk. Team admins can block a domain for the whole team. See Domain blocking.

Spam keeps coming from new domains every day. Can I block them all?

Often they share mail servers: block by Mail servers (MX) with the host name their domains' MX records point at. Or, if they all link to the same site, block that site's domain as Named in the message.

Why was my message refused with "is not accepted here"?

The recipient, their team or the platform blocks your domain, your domain's mail servers, or a domain your message links to. Ask the recipient another way to remove the block.

Signing in with Zappocity says "the return address is not registered"

The page was opened on a host name or port Zappocity does not know. Use the usual address, or set the host name under Settings → Host names and HTTPS; it is registered at once. See Single sign-on.

Where do I see what happened to a message?

In the admin panel's Mail log (or the domain admin panel's, for your team): search for the address or the message's id, and choose the id to see every line of that message. On the server, the same lines are in /var/log/corpsuite/mainlog. See Mail log.

Why was a message refused?

Search the mail log for the sender or recipient with Refusals chosen; each line gives the reason the server answered with.

How do I mention someone in an email?

Type @ and the start of their name in the message, then choose them from the list. They are added to To, and the message shows in their Mentions view. See Mentions.

Where are the messages that mention me?

In webmail, under your folders: Mentions.

Does mentioning someone in an event invite them?

Yes: they are added to the event's guests and get an invitation when you save.

Where do I see my DMARC reports?

On the domain's page, under DMARC reports: who sends as your domain, whether that mail passes, and each report. See DMARC reports.

My DMARC reports show a failing source I don't recognize.

If you use a service that sends as your domain (a newsletter tool, a billing system), add it to SPF and give it DKIM. If not, someone is forging your domain; a DMARC policy of quarantine or reject stops their mail.

How do I get my logo shown next to my mail in Gmail or Yahoo?

Upload it on the domain's page under Brand logo (BIMI), publish the default._bimi record it shows, and make sure the domain's DMARC policy is quarantine or reject. Gmail and Apple Mail also need a mark certificate (VMC or CMC). See Sender logos.

My logo upload says it is not one receivers accept.

BIMI logos must be SVG Tiny PS: square, with a title, and nothing that runs or loads anything. The message lists each problem; a BIMI converter fixes most of them.

Replying says "No such user here" for an address on a domain I use elsewhere.

The domain was added to Mailocity (perhaps for testing) without being proved. Mail to it now goes to the servers its MX records name, unless the address is a mailbox here. If the domain really is hosted here, prove it (or have the operator choose Mark as proved); then unknown addresses on it are refused.

Can I react to an email with a thumbs up?

Yes: open it and choose 🙂+ under the date. The sender and the other recipients see it on the message if their mail supports reactions (as Gmail and Outlook do), or as a short message with the emoji. Choose it again to take it back. See Reactions.

Can several of us answer sales@ together?

Yes, with a shared mailbox: the team's admin adds it under Shared mailboxes on the team's page and chooses who may read it and who may also send as it. It takes no seat. See Shared mailboxes.

How do I add someone to the staff?

They need a Zappocity account in the staff organization. Under Customers, add them to that organization (making their account first if they have none); then under Staff, Add staff with their email and a role, and adjust Permissions if needed. The first time, choose the staff organization on the Staff page. See Admin panel.

What is the difference between an organization, a tenant, a person, a member and a mailbox?

An organization is a Zappocity customer, which pays; a tenant is its Mailocity side (domains, mailboxes, settings); a person signs in with a zappo.city account; a member is a person in an organization, with a role; a mailbox is an email address in a tenant, owned by a person. "Team" and "user" are older words for tenant and mailbox. See Words we use.

A customer is in Zappocity twice. Can I merge them?

Yes: open the one to keep (organization or person), choose Merge a duplicate at the top of its page, find the other and merge it. Everything moves to the one kept, and the other stays only as history. It cannot be undone. See Merging duplicates.

I merged a team's mailbox into the wrong person. How do I undo it?

A merge cannot be undone, but the mailbox can be taken away: on the person's page, under Mailboxes, choose Unlink next to it. Within a minute it gets a Zappocity account of its own address again. If the merge also moved them into the team's organization, remove them there. New merges refuse to take a team's mailbox to someone not on the team. See A mailbox linked to the wrong person.

To the Zappocity panel (/admin on the Zappocity host): Plans for plans, and Mailboxes for any mailbox's sign-ins, two-step sign-in, verification, notes, limits, features and invitations. Mail (teams, domains, mailboxes, spam, reports) stays in the Mailocity panel. Each panel links to the other. See Admin panel.

Why can't I send mail outside any more? It says sending is paused.

People who got your mail reported it as spam, often enough to pass the platform's limit. Mail within Mailocity still works. Check that nobody else has your password (change it and look at your sign-in history), then ask support to look at it and resume sending. See Feedback loops.

Why does my mail to one person bounce saying they reported it as spam?

They pressed Report spam on your mail and their provider told us, so you can no longer mail them. Only the platform operator can undo it, for example when they ask to hear from you again.

How do I join Yahoo's or Microsoft's feedback loop?

Set the feedback address under Reports → Feedback loop settings, then sign up with each provider; the steps are in Feedback loops.

A domain I added before proofs were required says "can be claimed".

In the admin panel, open the tenant and choose Mark as proved next to the domain (or corpsuite domain prove TENANT DOMAIN). Do it only once you know the domain is theirs: nobody can claim it afterwards.

Can I see the notices Mailocity has sent?

Send them Over JMAP as a mailbox (Settings → Notice mail): each notice is then kept in that mailbox's Sent folder, where you can read it in webmail. See Service mail.

Why do support emails come from an address like billing+bil-41@zappo.city?

That is the ticket's own address: the queue's address with the ticket's tag (its queue's prefix and number). Replying to it always reaches the right ticket, even if your mail client changes the subject or loses the thread. Mail to the plain queue address still opens a new request.

Where do I find my customer number?

On your Zappocity account page, next to your email address: C-17. Give it when you contact support so we find your requests quickly.

Can some help desk queues be for some staff only?

Yes. List the staff under Agents on the queue (Help desk → Queues); only they (and owners) see its tickets. With no agents listed, everyone with the support permission does. See Who sees a queue.

How do I find a ticket quickly?

Type its number or tag (1042 or BIL-1042), a customer number (C-17), a name, an address or part of the subject into the search box on the Help desk page, or corpsuite support tickets q=BIL-1042.

Can each help desk queue number its tickets differently?

Each queue has its own prefix (Help desk → Queues → Ticket prefix, or corpsuite support queue set QUEUE-ID ticketPrefix=BIL), so billing tickets are BIL-1042 and abuse tickets ABU-77. The numbers themselves are one series, so old tags (and ZC-) keep working. See Ticket prefixes.

Can one support queue take mail at addresses on several domains?

Yes. Add the domains to the support team (Support team mail → Add a mail domain), then add the addresses under Other addresses on the queue. Replies go out from the address the customer wrote to. See More addresses for a queue.

Can the help desk save replies we send often?

Yes: Help desk → Canned replies. They fill in the customer's name, the ticket number and more, and can be for one queue or all of them. See Canned replies and macros.

Can one click reply and close a ticket?

Yes, with a macro: a canned reply with actions (set the status, priority, queue or assignee). It shows as a button on the ticket. A macro with no text only takes its actions. See Canned replies and macros.

What does {{customer.firstName|there}} mean in a canned reply?

It is the customer's first name, or "there" when they gave no name. Any placeholder can have a fallback after |. See Placeholders.

How do I remove a support queue?

Choose Remove on it under Help desk → Queues (or corpsuite support queue remove QUEUE-ID moveTo=SLUG). Its tickets move to the queue you choose; its mailbox and mail are kept. The support queue itself cannot be removed, only turned off.

I emailed support but the ticket is not on my account page.

Tickets are linked to your account when the mail comes from your Zappocity email or a Mailocity mailbox linked to your account, and the mail server can prove it was you: your domain passes DMARC, or you sent it from Mailocity. Mail from a domain without DMARC still opens a ticket (if the queue takes mail from anyone), but it is not linked; open requests from your account's Support page to have them there.

How do I invite people to a meeting?

Open the event in the webmail calendar, add their addresses under Guests and save. They get an invitation by email that works in any calendar app, and you see their answers under the list. See Inviting people.

An invitation arrived but is not in my calendar.

Invitations change your calendar only when the sender is proven (the mail passed DMARC, or came from another Mailocity user), so forged ones cannot. Open the invitation's attachment in your calendar app, or ask the sender's mail administrator to publish DMARC. Invitations that do not name you as a guest (forwarded ones) are left as mail too.

Can someone else answer an invitation for me, or move my meetings?

No. Only the organizer's mail can change or cancel an event, and a reply counts only for the person who sent it.

How do I see my Mailocity calendar on my iPhone or in Thunderbird?

Add a CalDAV account with the server, your address and your password (or an app password with two-step sign-in on). Webmail Settings → Mail apps lists the values to copy. See Calendar and contacts apps.

Can my phone's contacts app show everyone on my team?

Yes. Add a CardDAV account as above; besides your own address books it shows a read-only Team directory with everyone on your team.

Why doesn't a calendar shared with me appear in my calendar app?

Calendars shared for free and busy only are not listed in apps, which would show their events. Ask the owner to share it to read or to change. Calendars appear inside your own account in the app; you never sign in as the owner.

Make a subscription link in webmail Settings → Calendar subscription links and send it to them; they add it in Google Calendar, Outlook or any calendar app. Choose Only when you are busy to hide what your events are. Copy the link when it is shown: it is not shown again.

I sent a calendar link to the wrong person.

Revoke it in Settings → Calendar subscription links and make a new one; the old address stops working at once. A team admin can revoke it too (corpsuite mailbox calendar-link revoke).

My calendar app says it cannot change an event.

The calendar is shared with you, or is a team calendar, to read only. The owner (or a team admin, for a team calendar) can let you change it.

My authenticator code is refused.

Use the newest code, and check that your phone sets its clock automatically; codes depend on the time. Each code works once.

I lost the phone with my authenticator app.

Sign in with one of your recovery codes instead of a code, then set up the new phone in Settings. Without recovery codes, ask your administrator to reset two-step sign-in. A password reset alone does not turn it off.

My message did not send. Where is it?

In Drafts, with the reason shown above the Send button: often an address on your own domain that does not exist, or a sending limit.

Do I need to reload webmail to see new mail?

No. New mail and changes from your other devices show up within a few seconds, and the tab title shows your unread count. See New mail without reloading.

Can webmail notify me about new mail?

Yes, while it is open in a background tab. Turn on Desktop notifications in Settings and allow them in your browser; the setting applies to that browser only.

What does "A new version is available" mean?

Zappocity was upgraded while the page was open. Choose Reload when it suits you; webmail offers to save a message you are writing first.

Do people need to clear their browser cache after an upgrade?

No. Pages are checked on every visit and link their scripts and styles by the build's version, so the first visit after an upgrade loads the new files. See How the web pages load.

Are the web pages compressed?

Yes. Scripts and styles are compressed with Brotli and gzip when Zappocity is built (make does it on install and upgrade), and pages are gzipped by the server. See How the web pages load.

How do I see a message's headers or source?

Open the message and choose Source and headers (the </> button). It shows the header fields, with the full source and a Download .eml button. See Webmail.

Does mail between two of our users go over the internet?

No. Mail to any address hosted on this server, in any tenant, is filed directly in the recipient's mailbox and never sent out by MX. See Outbound mail.

Does Zappocity support HTTP/2, HTTP/3 or WebSockets?

HTTP/2 yes, on every HTTPS setup. HTTP/3 and JMAP over WebSocket are planned; webmail's live updates use an event stream that runs over HTTP/2.

Why are some messages grouped together in webmail?

Webmail shows a message and its replies as one conversation. To see each message on its own row, switch off Group messages into conversations in Settings. See Conversations.

How do I add a signature?

Open Settings and find Names and signatures. Each of your addresses can have its own plain-text and formatted signature, and webmail adds it to new messages, replies and forwards. See Writing mail.

Can I write in Markdown or plain text instead of rich text?

Yes. Use the format menu next to Save draft for one message, or set the default in Settings, then Writing. See Writing mail.

Why did my pasted text lose its colours or pictures?

Webmail keeps only simple formatting from pasted text (bold, italic, lists, quotes, headings and links) so that nothing harmful can come along with it. Attach pictures instead.

Can I see whether someone opened my email?

If your plan includes read tracking, switch on Tell me when it's opened when writing the message, then check it in Sent. An open can also be a mail provider loading images by itself, so treat it as a hint. See Read tracking.

Why don't I see the read tracking switch?

It appears only when your plan includes read tracking, and works only for rich-text, Markdown and HTML messages. Ask your administrator if you need it.

Does webmail remember the addresses I write to?

Yes. People you write to go into the Collected address book, and both it and your Contacts fill in addresses as you type in To, Cc or Bcc. See Contacts.

Open one and choose Unsubscribe from this list under the sender. For spam, use Junk or Block sender instead. See Webmail.

How do I block someone?

Open a message from them and choose Block sender. Their mail is deleted as it arrives; remove the "Blocked" rule under Filters to undo it.

Can I save a message to reuse later?

Yes, as a template: Templates… → Save this message as a template while writing, then pick it from Templates… in a new message. See Webmail.

Yes. Team admins (and roles with the Templates permission) add them in the team manager under Templates, or share one from webmail with Templates… → Share this message with the team. Everyone on the team finds them under Team in Templates…. See Team templates.

Can I take back a message I just sent?

For a few seconds, yes: after Send there is an Undo button (5 seconds unless you changed it under Settings → Writing). Once it has gone, it cannot be recalled.

Does webmail have keyboard shortcuts?

Yes, and so does every other page. Press ? to see them: j and k move between messages, r replies, e archives, # deletes, z undoes, c composes and / searches. See Keyboard shortcuts.

How do I turn keyboard shortcuts off?

Press ? and switch off Single-key shortcuts, or in webmail go to Settings → Keyboard shortcuts. Keys on their own then do nothing; Ctrl+Enter or ⌘+Enter still sends. It applies to this browser, on every page of the site.

Does the admin panel have keyboard shortcuts?

Yes: g then a letter goes to a page (g h is the help desk), g then g finds any page by name, j and k move through table rows, and on a ticket m uses a macro. Press ? or the keyboard button at the top to see them all.

How do I set up filters or an out-of-office reply in webmail?

Open Filters with the sliders button at the top of webmail. Build rules there (such as "Subject contains invoice: move to Invoices and star it"), or write a Sieve script by hand under Advanced; the vacation reply is on the same screen. See Mail filters and Vacation replies.

Can I send from an alias or a +tag address?

Yes, from any address that is yours: your own, your aliases, and any of them with a +tag. Pick it under From in webmail, or set it as the sender in your mail app. Nobody can send from someone else's. See Sending from your aliases.

How many aliases can I have?

Your plan sets how many aliases each user may have and how many the whole organization may have; an administrator can give you a different number. With Own aliases on your plan you add them yourself in Settings → Your addresses. See Sending from your aliases.

Which version is my server running?

Run corpsuited version, look at the top bar of the admin panel, or open /api/version, which also lists the database schema and API versions. See Versions.

Can new users get a welcome message?

Yes. Switch it on and write it under Settings → Welcome email in the admin panel; {name}, {address} and {webmail} are filled in. See Automatic mail.

Why does automatic mail come from noreply@…?

Invitations, confirmation and reset links come from the notice address the administrator set, such as noreply@mailo.city. Nobody reads that address, so replies go nowhere. See Automatic mail.

How do I let a few people in while signups are closed?

Turn on invitations under Settings → Invitations in the admin panel, then make links under Invitations and send one to each person. You can also let every user invite a few people over time. See Invitations.

Why does my invitation link say it cannot be used?

Each link works once and for a limited time (two weeks unless the administrator changed it), and it can be cancelled. Ask the person who invited you for a new one.

Why do some senders have a logo next to their name?

Their domain publishes a BIMI logo, and the message passed the checks that prove it really came from them under a strict anti-spoofing policy. The server fetches and cleans the logo; your browser never contacts the sender. See Sender logos.

Why doesn't a company's logo show, when it does in Gmail?

Gmail checks a trademark certificate, and some companies publish their logo only with one. Zappocity shows a logo when the sender's domain has a strict DMARC policy and a BIMI record with an HTTPS logo; if their DMARC policy is none, or the logo is too large or not a plain SVG, no logo is shown. See Sender logos.

Does search look inside messages and attachments?

Inside messages, yes: search covers the subject, sender, recipients and the whole text of each message, including HTML mail. For attachments it matches their file names but not what is in them. See Searching mail.

Why doesn't search find part of a word?

Search inside messages matches whole words, so "invoice" finds "invoice" but "invo" does not. Subjects and addresses also match any part, so "elsewhere" finds mail from sender@elsewhere.test.

Why did a reply start a new conversation?

A reply joins a conversation only when its subject still matches, ignoring "Re:" and "Fwd:", and when the sending app marked which message it answers. If someone changed the subject, or their app left out those markers, the reply starts a new conversation.

I archived a conversation. Why are my replies still in Sent?

Archive, Junk, Delete and Move act on the conversation's messages in the folder you are looking at. Your replies in Sent stay there, so Sent keeps a full record of what you sent.

hstspreload.org says www does not support HTTPS. What do I do?

Point www. your domain at this server. Zappocity gets a certificate for it and redirects it to the domain without www.. Then set the HSTS policy to a year with subdomains and preload; see HSTS.

How do I bring my old mail over?

In webmail, Settings → Import mail from another account: enter the old server's IMAP name, your username and password there, and start it. See Importing mail.

Most providers need an app password for IMAP when two-step sign-in is on, and Gmail needs IMAP turned on in its settings. Make one there and start the import again.

Will importing twice give me two copies?

No. An import skips messages that are already in the folder, so run it again whenever you like; it copies only what is new.

How do I switch MTA-STS from testing to enforce?

On the domain's page, under MTA-STS, choose Enforce (strict) and save, publish the new id in the _mta-sts TXT record, then use Check from outside. New domains can start in enforce under Settings → MTA-STS.

How do I ask for help?

In webmail, choose Help in the top bar, then ask your team's admins or platform support. You get the answer by email and on the ticket's page.

What does "priority plan" on a ticket mean?

The team's plan includes priority support, so its tickets start at high priority and are answered first.

Can support see my mailbox?

Only if your team's owner allows it, and then only with a reason you are emailed about. It shows in your sign-in history, and the support session cannot change your password or sign-in settings.

How do I give someone access to the admin panel without full control?

Add them under Staff with a role such as Support or Read only, or pick their permissions one by one.

We received a subpoena for an account. What do we do?

Check it covers the account and period, then make a legal export (Legal export next to the user in the admin panel) with the case reference and only the parts the request asks for. Hand over the file with its SHA-256 from the audit log. See Legal exports. If the team archives mail, place a legal hold on the user too, so nothing in the archive is deleted while the case is open.

Can we keep mail our users delete?

Yes, with compliance archiving (if the plan includes it): a copy of every message sent and received is kept for the time you choose, whatever users delete. See Compliance archiving.

How do we stop a user's mail being deleted during a lawsuit?

Place a legal hold on them under Compliance archive (owners only). Their archived mail is kept past its retention until you lift it. They are not told.

Can our team admins read everyone's mail through the archive?

No. Only the team's owners can search or download from it, and every search and download is in the access log with who did it.

Why can't I lift a hold on our archive?

The platform placed it, for a lawful request. Only the platform can lift it; contact support.

Why does signing up say "Checking that you are not a robot"?

The platform's built-in captcha: your browser does a second or two of work before the form is sent, which stops scripts from signing up by the thousand. Nothing is sent to anyone else.

Either the operator approves every signup, or the address you signed up from looked like a proxy, VPN or a known spam source. The operator sees why and approves real people.

Which captcha should I choose?

The built-in one: it needs no account with another company and shows no puzzle. Choose Turnstile or hCaptcha if you already use them or face determined attackers.

My mail app says "too many failed sign-ins". What happened?

Someone (or an app with an old password) typed the wrong password too many times, so your account is locked for a while (15 minutes by default). Wait, then sign in with the right password, or ask an administrator to unlock it. If it was not you, change your password and turn on two-step sign-in.

Where do I see where my account is signed in?

In webmail, Settings → Security → Where you are signed in. Sign out any browser you do not recognise, and look at Recent sign-ins for mail apps.

Your account was signed in to from an address it had not used before. If it was you on a new network, nothing needs doing. Turn these emails off under Settings → Security → Security alerts.

Can I approve new signups before they can use their account?

Yes: turn on New signups wait for my approval in the admin panel's settings, then approve or reject each one on its tenant's page.

Why did a message go to Junk?

Its spam score reached your junk score, or the sender is on your blocked list. Open it and look at the X-Spam-Score header under Source and headers. Move it back to the inbox to teach the filter, or add the sender to Never Junk mail from in Settings → Spam.

Why was someone's mail to us refused as spam?

Its score reached your team's reject score, or it carried a virus. Their server got an error saying so. An administrator can raise the team's reject score, or allow that sender, under Spam on the team's page.

What is the difference between Junk and Report spam?

Both move the message to Junk and teach the filter. Report spam also sends a copy to your administrators, so they can block the sender for everyone. Use Report phishing for mail that tries to get your password or money.

Someone reported phishing that went to the whole team. How do I remove it?

Open Reported spam and phishing on the team's page and choose Remove everywhere on the report. Every copy goes to its owner's Junk.

Does moving mail to Junk in my phone's mail app teach the filter?

Yes. Moving or copying a message into Junk from any mail app counts, and so does moving it out again.

How do I let a customer manage their own team?

Turn on Team administration in their plan and give the people who run the team the Owner or Admin role. They manage users, aliases and domains at /manage, signed in with their mail address. See Team administration.

Can one user have IMAP turned off while the rest of the team keeps it?

Yes. Open Features on that user and untick IMAP. It works for any feature in the plan, and the operator can also give one user a feature the plan lacks.

How do I stop spam to my name+tag@ addresses?

In webmail, Settings → Plus addresses → Refuse it. Mail to your plain address still arrives; tagged mail is turned away as if the address did not exist.

Someone else already added my domain. How do I get it?

If they did not prove it, request it under Domains → Add domain and publish the TXT record. It moves to you once the record is found, unless they have users on it; then the platform operator sorts it out. A domain someone proved with DNS is theirs: check who controls your DNS.

Why does adding a domain in the team panel ask for a DNS record?

So nobody can add a domain they do not own and receive mail meant for it. Publish the TXT record shown, then choose Check now; DNS changes can take from a minute to a few hours to be seen.

How do new people join our team without the administrator typing them in?

Pick the domain for new members under Joining the team, then send them an invitation link, or open joining to anyone with the join page link (needs Team signup in the plan). They choose their own address and password.

Our invitation link says it cannot be used. Why?

It was used as many times as it allows, it expired, or it was revoked. An administrator can see which under Invitation links and make a new one.

Can our scripts manage users without a person signing in?

Yes, with an API key (needs API access in the plan). Make one under API keys, keep it secret, and send it as a bearer token. It acts as a team admin, so it cannot change owners.

Why can't a team admin change the owner?

Only owners can change owners, and nobody can change their own role or suspend themselves. That stops an admin from taking a team over. Ask an owner, or the platform operator.

What do the billing and support roles do in Mailocity?

Nothing more than member: they are there because a team's mailboxes and its Zappocity organization share one set of roles. On zappo.city a billing member sees and pays the organization's invoices, so only an owner gives that role. See Team administration.

The panel accepts a session for 12 hours from signing in and an hour unused, which is shorter than webmail's, because it can change other people's accounts.

Will a scheduled message still go if I close my browser?

Yes. The server keeps it and sends it at its time, then moves it from Drafts to Sent. If it cannot be sent then (a sending limit, an address that no longer exists), it stays in Drafts marked not sent with the reason.

How do I change a message I scheduled?

Open it from Drafts and choose Cancel sending. It becomes an ordinary draft: edit it, then send it or schedule it again.

Where did my snoozed message go?

It is in the Snoozed folder until its time, then it goes back, unread, to the folder it came from. Open it there and choose Bring back now to have it back sooner. Mail apps see the Snoozed folder too.

I muted a conversation. Am I missing replies?

No, they are all kept: new replies go to Archive, marked read, instead of the inbox. Open the conversation and choose Unmute to get them in the inbox again.

Does the installed webmail app work offline?

Not yet. It opens faster because it keeps webmail's own pages, but it keeps no mail on your device, so reading and sending need a connection.

Mail apps and certificates

Why doesn't my mail app find the settings by itself?

Add the autoconfig.<your-domain> CNAME from your DNS checklist. Apps such as Thunderbird then read the settings from autoconfig.<your-domain>/mail/config-v1.1.xml. See Discovery files.

Do I need to do anything for certificates?

No. Zappocity gets and renews them automatically once your DNS points at it. See Certificates.

What do I enter in my mail app?

Open Settings in webmail: the Mail apps card lists the IMAP, SMTP and JMAP settings with your username filled in and a copy button on each. See Setting up mail apps.

How do I set up a JMAP app?

Give it your address and password; it finds the server from /.well-known/jmap. If it asks for a session URL, copy the one in Settings → Mail apps. See Setting up mail apps.

Does Mailocity work with JMAP mail apps?

Yes. Apps find it from /.well-known/jmap and stay in sync with /changes and /queryChanges, so they fetch only what changed. See JMAP.

My JMAP app says it has to download everything again. Why?

The server keeps 30 days of changes. An app that has not synced for longer gets cannotCalculateChanges and starts over; that is expected. See JMAP.

Why does a Cc or attachment search miss old mail right after an upgrade?

Older messages are read again in the background after the upgrade; until that finishes those filters only find newer mail. See JMAP.

Can a JMAP app read a message attached to another message?

Yes. Email/parse with the attachment's blobId reads it like any email, and its own attachments can be downloaded. See JMAP.

Can my JMAP app get new mail pushed to the phone while it is closed?

Yes, if the app supports JMAP push subscriptions: it registers its push address with PushSubscription/set, and Mailocity sends encrypted, signed notices the moment mail arrives. See JMAP.

Does Mailocity send read receipts by itself?

No. A receipt goes only when your app asks for one to be sent (JMAP MDN/send), and only once per message. See JMAP.

Can my assistant read or send my mail without my password?

Yes. In Settings → Sharing, share your mailbox with them to read only, to read and change, or also to send as you. They open it from their own webmail or mail app, and you can stop it at any time. See Sharing.

No. Mailboxes are shared only between people on the same team.

What does "Digitally signed by the sender" mean?

The message was signed with an S/MIME certificate for the sender's address from a trusted authority, and nobody changed it on the way. An amber warning means the signature could not be confirmed. See Signed mail.

Yes. Every team has team calendars all members see; team admins choose whether members can change them. See Calendars.

Yes. Share it with any Mailocity address (free/busy, read, or change), or make a private subscription link for anyone else. See Calendars.

Yes. On your Zappocity account page, under Security keys and passkeys, add a hardware key or a passkey from 1Password, iCloud Keychain, Google Password Manager or Windows Hello. A passkey can sign you in without your password. See Zappocity accounts.

Where did my password and two-step settings go in webmail?

If you sign in with your Zappocity account, they are on your Zappocity account page, for every product at once. Webmail's Settings keep mail settings and app passwords, with a link to Zappocity. See One sign-in for everything.

Why did signing out of webmail sign me out of zappo.city too?

Signing out after signing in with Zappocity signs out of zappo.city and everything you signed in to from it in that browser, so nobody using the browser after you is still signed in anywhere. Other browsers and devices stay signed in. See One sign-in for everything.

Does webmail save my draft if I close the tab?

Yes. Drafts are saved as you type (two seconds after you stop), and straight away when you switch tabs or apps or close the window. See Writing mail.

Where do I turn a feature on or off for one customer?

In Zappocity: open their organization, then Features on the Mailocity subscription. Plan-wide changes are under Products → Mailocity. See Plans and signup.

Can I stop sign-ups from throwaway email services?

Yes. Under Settings → Access blocks, add a rule on the service's mail servers (MX), such as mx.disposable.example, and tick Sign-up. Every domain the service runs on the same mail servers is refused. See Access blocks.

Can I block sign-ins from a network or country?

Yes, with an access block on an IP network, an AS number or a country, ticking Sign-in. This covers webmail, mail apps and Zappocity accounts, but not staff signing in to the admin panel. AS numbers and countries need an IPNetDB file under Abuse protection. See Access blocks.

Someone keeps opening support tickets. Can I stop them?

Add an access block on their address (or domain) and tick New support tickets. New requests from the account page, webmail and mail to the help desk are refused; replies on their open tickets still arrive.

Why does someone get "not allowed from here" when signing up or in?

An access block matches their address, its domain, its mail or name servers, or their network. Settings → Access blocks → Test shows which rule.

How do I see whether billing, clean-ups and the help desk mail are running?

Settings → Scheduled jobs shows each of the server's recurring jobs: when it last ran, how long it took, what it did or the error, and when it runs next. See Scheduled jobs.

Can I run a clean-up or billing straight away?

Yes: Run now on the job under Settings → Scheduled jobs, or corpsuite job run NAME on the server, which prints how it went.

Can I stop billing or another job for a while?

Pause it under Settings → Scheduled jobs (or corpsuite job set billing enabled:=false). It stays paused until you resume it; Run now still works.

Where is the blog, and how do I write a post?

Mailocity's is at /blog on its site and Zappocity's at /blog on the Zappocity homepage. Write posts in the admin panel under Blog, as a draft, published now or scheduled. See Blog.

Is there a feed for the blog?

Yes: /blog/feed.xml, an Atom feed with the latest 20 posts, for any feed reader.

Can I schedule a blog post?

Yes. Set Status to Published and Publish at to a time in the future: it appears at that time, in the list, its tag pages and the feed.

Is there a help center with answers before I contact support?

Yes, at /help: search it or browse the topics. Signed in, your account page shows the articles for customers too, and when you write a request, articles that may answer it appear under the subject.

How do staff add articles to the help center?

Help desk → Help center → New article: Markdown text, a category, for everyone, signed-in customers or staff only, as a draft or published. See Help center.

Can I put a help article in a reply?

Yes: Link a help article on the ticket (or press l) inserts its title and address.

Can I keep notes in webmail?

Yes: the note button in the top bar (or g then n). Notes are in Markdown and either yours alone or the whole team's. See Notes.

Tick Team note when writing one: everyone on your team reads and edits it. If two people save at once, the second is asked before anything is overwritten.