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Report an email issue

Tell us what is happening once, in full, and we can start investigating straight away. Your IP address and system details are captured automatically, so there is nothing to look up.

0 of 11 answered

1 Your details

So we know who to reply to.

An address we can actually reach you on.

2 What is the problem?

Pick the closest match. If more than one applies, choose the main one.

How often?

3 Which mailbox and address?

One address per line, so we can trace the exact message on the server.

If your problem is sending or receiving, both addresses help us trace it.

4 How do you access your email?

This tells us where to look, and whether the issue is on the server or your device.

Does the same problem happen in Webmail? *
This is the most useful answer you can give us. Webmail talks straight to the server. If webmail works, the problem is almost always on your device, not the server. If webmail fails too, it is ours to fix.

5 The error message

Copy and paste the exact wording. Exact text is far more useful than a description.

6 How widely is it affecting you?

This sets the urgency and tells us where to look first.

Who is affected? *
Mailboxes affected
Has anything changed recently?

7 Screenshot

Clear computer screenshots showing the error. Videos and photos of a screen are not accepted.

8 Captured automatically

Nothing to look up, we already have these.

Your access IP
216.73.217.152
Your system
Unknown
Time now
2026-09-01 13:29 MYT
Heads up: we no longer support Windows 7 or Windows 10 environments. You can still submit this report, but we may not be able to investigate issues on an unsupported system.

9 Before you submit

These three checks resolve most reports on their own, and help you avoid an investigation charge.

Before you submit

10 Support terms

Please read these before submitting.

Support scope & terms
  • Emergency support is 24x7 for server downtime (server not accessible, after you have restarted your modem a few times, on both mobile data and WiFi).
  • General support hours: 9:00 AM to 6:00 PM, Monday to Friday.
  • Please allow 4 to 6 hours for investigation and a response.
  • Only clear computer screenshots are accepted. Please do not send videos or photos of a screen.
  • We no longer support Windows 7 or Windows 10 environments.
  • Our scope covers server-side investigation only (email and server related).
  • We do not handle issues with your local network, computer, Outlook or mobile device.
  • Remote helpdesk support is available on request (from RM80 per task).
  • Please check your own setup first: internet connection, email settings, and that the email address is spelled correctly.
  • If the issue is found to be unrelated to the server (for example a typo in an address, or a setting on your side), a minimum charge of RM80 may apply for the investigation time.
Support terms

We use these details only to investigate your issue. See our Privacy Policy.

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