Email Password Reset

How it works

You may reset your password using the Forgot Password link under the Sign In button on the webmail login page. To use this feature, you must configure a password recovery email address. The system will send an email with a temporary code to this recovery email address, which will allow you to change your password, or directly log in to your email. Note that while this is called a "recovery" email, there is no way to recover your current password. You may only set a new password, or log in to webmail without the password.

We have set the initial password recovery email address to the account address, for accounts created before this feature was fully launched on May 3, 2020. This is because many password reset requests we receive are for people who still have access to their account using a program or device that stores the password, but they don't know the password. Since the password is needed to set up the account on a new device or log in to Spamblock, they must reset even though they receive email sent to the account.

If this password reset feature does not work, please scroll to the bottom of this page and read What if Password Reset doesn't work?

Do you need to reset?

Before you reset your password, note that your stored password may be accessible. If you are using a password management program, check there. If you store passwords in your web browser, check the preferences to view stored passwords. If you are using a Mac, the password may be stored in the Apple Keychain.

Setup the Password Recovery Email Address

To reset your password, you must set the password recovery email address where a temporary code is sent each time you wish to reset the password. To set the password recovery email address:

  1. In webmail, go to Preferences > Accounts > Primary Account Settings > Password Recovery Account Settings, and enter an email address to set as your password recover email. If an email is already set, you may change it by first clicking the button next to Options: Reset Recovery Email.

  2. You will receive an email at that address with a verification code. Enter the verification code in the given field to validate this email address. In case you do not get the code, check the junk mail or you have the option to resend the code.

  3. Once this email address is verified, you may start to use the password reset feature.

Performing a Password Reset

  1. On the webmail login screen, click Forgot Password or click to go directly to the password reset page.

  2. On the next dialog, enter your username (full email address) to reset and click Submit.

  3. The username is checked, and if it is not validated an error message is shown. You have a limited number of attempts before being locked out.

  4. If the username is valid, you are shown an obfuscated password recovery email. Click Request Code to have the code sent to this email address.

  5. A code is sent to the recovery email address and you have a limited time to enter that code into the next dialog.

  6. Enter the code (8-digit alpha numeric) and click Verify Code. If you copy/paste the code and it says it is invalid, please try entering it manually. Also verify you have entered it within 10 minutes of the request. If not, just refresh the webmail web page and request a new code, starting at step 1 above.

  7. If the recovery code matches, the recovery code is invalidated so it can't be used again. If the code doesn’t match, then you are given limited additional attempts in a limited time and are also given the option to resend the code to your recovery email address.

  8. You may continue with this current web session, and have the option to reset the password.

  9. If you choose to continue with session, you are authenticated and directed to your webmail. The password is not changed.

  10. If you choose to reset the password, a new view is shown where you may enter a new password. Once this is validated per the password rules, you are  taken back to the login screen so you may log in with your new password.

What if Password Reset doesn't work?

Passwords are all stored encrypted, so even we can't see them. But if password reset does not work for some reason, we can reset your password to a brand new one.

Please contact us to have the password reset. Be sure to include an email address or phone number (calls returned during weekday business hours) where we can reach you. Here are a few options to receive your password reset:

  1. If you have access to the address being reset using a password stored (but forgotten) in your email program, we can send the password reset to its own address.
  2. We can send a new password to the email addresses in your billing contact information (primary or secondary).
  3. If you confirm your identity, we can send a new password to another email address. To confirm your identity, please include the last four digits (only four!) of your payment account number used for your last renewal, and the zip code of your billing address, or the zip code of the address on your check. If you used PayPal, you may tell us the email address of your PayPal payment (only if it is not the same as the email you wish to reset).
  4. We can call the phone number in your billing contact information with the new password. When you request the call, please confirm the phone number in your billing information on our site. We will return calls during west coast U.S. business hours (PDT, or GMT-7).
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