Email Support

Clara Webmail is a useful value-added service which is available to be used in situations when you may be away from your regular computer, with no access to your email client.

The following guide details some of the functionality available within this online interface.

To get to webmail directly from your web browser's address bar, the URL is:

You will be presented with a login prompt, which will look like image below. To begin viewing mail held for you in your mailbox on our server you will need to enter your email address and password.

Log on screen_1.jpg

If it is the first time you have used our Webmail Service then when you login the window that appears will look similar to the below illustration


It is for the most part straight-forward so you may not really need to read too much more here, however it would be an idea to consider a couple of options you can adjust to aid your experience.

You will see an image across the top menu which has a spanner icon and leads you to Options.

Options, if you click on that icon you will be greeted with an array of preferences you can change, as the name suggests, this is optional... As a rule, of thumb if you are not confident of the affect of any setting you are thinking of changing please click on the circular blue icon with a '?' mark in the top right corner of the screen to view the Help file.


We'd suggest leaving the majority of settings as is, at least until you've used Webmail for a while...

However if you click on:
Index Order
This section gives you control over the message list. You can choose how much information you want in the message list and in what order it should be displayed. Add 'size' which will then display the size of each message in the list of your emails, this can be very useful if you are having trouble downloading large messages, or you need to understand where your quota is being used up.

Back on the main options panel another useful thing to alter is the amount of messages displayed in the message list per page. So if you choose:
Display Preferences under the heading called "Mailbox Display Options" the first option named Number of Messages per Page: by default is set to 15. Try setting it to 50 to make it less cumbersome to view email when you have a fair amount in your inbox on our server, you could of course set it to the exact number of messages waiting for you or to 5000 if you wanted too but this may take a long time to display.


Message Filtering

On the left hand pane of the Webmail window, underneath the folder list you will see Message Filtering

This is useful if you want to for example redirect mail with a given phrase in a subject or discard all email from a particular email address, or perhaps you are having too much spam coming into your mailbox and want to try and reduce it.

To begin adding rules, or to explore what filtration options are available to you, click on Add a new filter rule

Once you've done this you will be presented with a screen like the one below.

Message filtering_0.jpg

As the above illustration shows, there are many Header values you can choose from.
Predicate is a field that offers three options, namely:

  • Contains
  • Is
  • Matches Wildcard

Pattern is an empty field where you can enter an appropriate value, depending on what you are trying to filter against*.

Action four possibilities here:

  • Deliver
  • Throw away
  • Forward
  • Forward and Deliver

Forward address Means you can forward a message to an alternative email address.

**A word of caution with regards to the pattern field, any string you enter needs to be thought through, for example if your intended rule were to be to discard all emails from a female called Lara, and you set it up as:
Header From Contains lara Action Throw away, and you happen to have friends that use email addresses, you would not get any emails from them because the filter would trigger on clara

Below are just a few examples of generic spam reducing filters you can apply:

X-RBL-Warning. There are many Relay Blacklists vendors on the internet, some are better than others in terms of the way they operate and conduct themselves, for that reason we have selected a few RBL vendors that we believe blacklist against spam originators in a sensible manner, and so we use only those blacklist(s) to flag any mail that comes through our inbound mail platform if they score a positive match on the blacklist(s). If you want to rid yourself of spam defined based on RBL reputation you can ban mail from senders who are flagged up on Relay Blacklists by setting up a rule as follows:

Header X-RBL-Warning
Predicate Contains
Pattern In this field enter a full stop: .
Action Throw Away.
Then press 'Add New Instruction' button.

Message filtering 2_0.jpg

X-Sender-Verification-Failed This rule can be applied to prevent the acceptance of mail from any sender who's email address doesn't exist. Our servers do a verification test against the sender domain's primary MX, the test fails if the server specifically says the sending email address does not exist.

To add it you would create the rule in a very similar fashion to the one depicted in the above picture, you'd do so as:
Header X-Sender-Verification-Failed
Predicate Contains
Pattern In this field enter fail.
Action Throw Away.
Then press 'Add New Instruction' button.

The X-Spam-Level header is a fairly new addition, if you wish you can make a filter based on this header and then take the appropriate action. Below is an example of this. You can choose whatever action you prefer though:

If the X-Spam-Level header contains '+++++' then Throw away. Have a look at the illustration and further detail below:

Message filtering 3_0.jpg

Header X-Spam-Level
Predicate Contains
Pattern In this field enter for example 5 pluses. +++++
Action Throw Away.
Then press 'Add New Instruction' button.

This means if the header has a 5 '+' rating for the confidence of it being a spam mail then the rule will discard it. Anything less than 5 pluses in the pattern field will not be a match and the mail will be delivered normally.

You can of course create similar rules with only four pluses, or three, but of course these have a higher chance of being false positives AKA legitimate email.

I can receive emails but can’t send emails?
I received a notification that my mailbox is nearly full?
Can I still access my emails when I am away or abroad?
How do I create an automatic reply to emails while I am on holiday?
Why have I suddenly started to receive lots of "message delivery failed" messages?
Can I use IMAP and POP for my email account?
Do you have Exchange email services?
How can I reduce the amount of spam I receive into my mailbox?
Can I setup my email to connect using SSL?
Password Security

I can receive emails but can’t send emails?

This can occur for a couple of reasons; firstly you need to ensure that you are using as your outgoing mail server. Some Internet service providers (ISP’s) restrict their customers from sending emails out on their connections using certain port numbers. The standard outgoing port number is port 25, however, you can also try using port 587, 2525 or port 465 (SSL). If this does not resolve the issue you will also need to ensure that your email program is set to authenticate with our outgoing server using a valid username and its associated password as our outgoing servers do require authentication.

I received a notification that my mailbox is nearly full?

As the email platform is a shared platform for all of our customers all mailboxes on our email servers have limits to the amount of emails/storage they can hold. If your email program is set to leave a copy of messages on the server once the emails have been downloaded then this could result in the mailbox reaching its limit. To clear some emails from the server you will need to login to and then delete some emails from the mailbox via the webmail. Once you have emptied the emails from the folders you will then need to empty the “trash” folder which will clear space within your mailbox. To prevent the mailbox from reaching its limit in the future you can change your settings within your email program to leave the emails on the server for a shorter period of time.

Can I still access my emails when I am away or abroad?

Yes, you can access your emails by using the webmail from any internet connection. To do this you can go to using any internet browser and then you will be required to login using your email address and its associated password. If you are away from your main computer that downloads the emails you will need to ensure that that computer is set to leave a copy of emails on the server or that the machine is turned off so cannot download the emails and will therefore leave the emails on the webmail for you to view.

How do I create an automatic reply to emails while I am on holiday?

Using the “Vacation” option located within Webmail “Options” screen, you can create an automatic reply to emails while you are away, using the "Vacation message" function. Please be advised the start time needs to be specified in GMT (+00), and only one vacation message is sent to each unique sender.

Why have I suddenly started to receive lots of "message delivery failed" messages?

These types of messages are called bounce backs, and they occur when an email is sent to an address that either does not exist, or is unreachable. If you are receiving a flood of these messages when you have sent no email yourself, then there are two possibilities. The first is that your email address is being spoofed by a spammer, in the manner mentioned above. If this is the case, sadly there is little you can do to stop this, though you may be able to find the source of the email from the full headers of the message - this should be quoted in the body of the bounce back message.

Secondly, you have a worm or virus on your machine that is using your computer to send out multiple unsolicited emails. Please be sure that you are running a high-quality, up-to-date firewall program, and a modern up-to-date anti-virus package. Once a full virus and malware scan has been completed on the machine you use for emails we also recommend that you change your email password.

Can I use IMAP and POP for my email account?

If you have a Clarahost hosting package with us you do have the ability to connect to your mailboxes via both POP and IMAP. To connect via IMAP your domain will need to be enabled for IMAP access, for this you will need to contact our support team and they will be able to enable this for you. Once enabled you will be able to connect to the mailbox via IMAP by using as your incoming server and using port 143 for incoming emails. All of your outgoing server settings can remain the same as the settings used for POP accounts.
Unfortunately, if you have a, or account, only POP is enabled on these accounts and IMAP is not available. IMAP is also not available on our legacy emails and hosting services but is available on all Clarahost hosting packages.

Do you have Exchange email services?

Yes, we do currently offer hosted exchange services for customers who require the full functionality of exchange for their emails. For more information on these services please contact our sales team on 0800 640 8009.

How can I reduce the amount of spam I receive into my mailbox?

Within the webmail you have the ability to setup message filters that will allow you to block emails from specific recipients or emails with specific subjects. This can be done by using the “message filtering” icon within your webmail. Further instructions on how to do this are outlined under the “webmail” section of the FAQ’s.

We do also provide a service called Borderscout that will filter out spam based on our prebuilt filters at the server and can be customised to meet your specific spam filtering requirements. For further information on this service please contact our support team and they will be happy to discuss this with you.

Can I setup my email to connect using SSL?

Yes, our email servers do allow connections via SSL, you can connect via SSL using port 995 (POP) and port 993 (IMAP) for incoming emails. For outgoing emails you can connect via SSL using port 465.

Password Security

Claranet SOHO believes it is important that we help our customers to be secure while online. For this reason, we have introduced strict criteria around the format of passwords in order to prevent your account being compromised by Trojans or viruses.

When setting a new password you will need to use a minimum of 6 characters and incorporate a mixture of letters, numbers and symbols. You will also not be able to use any of the following:

  1. The word ‘password’
  2. Your login name
  3. A person’s name
  4. Dictionary words

Please note that when you do change your password that you will also need to change the password in any device or program that connects to your account.

If your username is also associated with your broadband connection you will need to change the password on your router. If you are not sure of how to make this change within your router you can contact our Support Team on 0800 640 8010 and they will be able to assist you.