Email & Apps, Help & Support

Find answers to the common questions asked about our products

Network Status

View up to the minute status of your email and app services at Thexyz on our Network Status page. Scheduled maintenance is also posted on this page.

Remote Assistance

For help with problem-solving and troubleshooting third-party software, a support technician will connect to your computer remotely to help resolve any issues.

Live Chat

Our live chat system is staffed 24 hours a day, 7 days a week. We can provide level one support through chat so if you have technical question you should submit a ticket.

Open Ticket

When you need assistance from our technical support team, you can submit a ticket where a member of our team will look into your inquiry and provide a detailed response.

Unblock IP

If you are seeing a 403 error then your IP may have been caught up in our firewall. Sending your IP to our support will send a request for removal.

Email Blocklist

Our Blocklist helps keep our users safe from spam and virus. You can now check to see if email addresses, domain or IPs exist on Thexyz Blocklist.

Whois Check

View the whois domain holder information for any domain name, this can help you determine the proper contact for any domain listed in the Whois database.

Report Abuse

If you are an individual wishing to report an abusive email, our anti-abuse specialists will process the complaint and take the necessary remediation steps.

Problem solving
Remote Assistance
  • Available from 9am to 7pm
  • PC or Mac
  • $66 USD / $88 CAD per hour
  • Per-minute billing
  • Time-logged project management
  • Ongoing support available
  • $77 USD / $99 CAD per hour
  • Per-minute billing

Yes, if you have (or register with us) your own domain, you can add as many aliasses as you'd like, free of charge. You can also buy extra mailboxes. A mailbox is a place that stores email with its own login, whereas an alias is simply an additional mailbox. We have an article that shows email admins how to create an email alias.

Yes, you can use your own domain. Once setup you will need to point the domain dns to our mail servers by following this guide.

We make moving your email to Thexyz as easy as possible with a fully managed email migration. Once you have your email account with us setup, all you need to make sure is you know your existing email password. We undertake email migrations everyday from various providers such as; Gmail, Yahoo, AOL, Hushmail, Fastmail etc. There is no downtime and so you know what to expect, you can read this article on preparing for your email migration.

Each email account comes with 25 GB space dedicated to emails. Hosted Exchange accounts can be upgraded to 100 GB.

Transport Layer Security (TLS) and its predecessor, Secure Socket Layer (SSL), are cryptographic protocols that provide security for communications over networks. TLS and SSL encrypt the segments of network connections at the application layer to ensure secure end-to-end transit at the transport layer. For our purposes, they create an encrypted tunnel through which we send plain text emails.

Thexyz mail servers by default attempt a TLS connection for both in and outbound email. For outgoing mail (any of our servers sending to external MX servers), we perform TLS if it is advertised by the remote server. When performing outgoing TLS, our servers are permissive with the certificate (in other words, if the site is using an untrusted or self-signed certificate, as long as it is a working certificate, we should still accept it).

Our outgoing SMTP servers use TLS in an opportunistic fashion. This means that our servers attempt to open an SMTP transaction with the recipient server by using TLS. If TLS cannot be successfully connected, the communication defaults back to an unencrypted transmission of the data, also referred to as PLAINTEXT.

Our servers respond to TLS and SSL requests to send mail to us encrypted.

Yes, you can. An auto-responder is a program that, when setup for your email address, sends out an automatic, pre-set reply to an email, as soon as it is received at this email address. You can find out more about setting up an auto-responder this post.

Auto-Response setup

Your email can be accessed or setup using any Smartphone or Tablet. Our webmail app is compatible on all major Operating systems such as iOS, Android, Windows Mobile, Symbian and Blackberry. The native app can also be found in iOS app store and google play.

We now support 12 languages! You can use the following languages with Thexyz Webmail.

  • English – (default language)
  • Portuguese – Português
  • German – Deutsch
  • Japanese – 日本語
  • Italian – Italiano
  • Chinese – 中文
  • French – Français
  • French Canadian – Français Canadien
  • Polish – Polski
  • Greek – ελληνικά
  • Thai – ภาษาไทย
  • Spanish – Español

Our Premium Email is a complete application suite which can not only help your team communicate efficiently, but is also powerful enough to run your business. Take a look at all the features of our business email hosting, the Cloud Drive add-on, the MobileSync feature and secure chat.

To ensure a timely and reliable experience for all our customers, we maintain reasonable email sending limits for the number of email messages that users can send and receive. Users are limited to 10,000 total recipients per 24-hour period. Counting recipients is different than counting messages. For example, sending 100 emails that each have 100 recipients is counted the same as sending 10,000 emails that each have a single recipient.

You can create an unlimited number of group lists. Each group list can have an unlimited number of internal recipients and a maximum of 250 external recipients.

Email hosting plans Thexyz Webmail MobileSync + Cloud Drive Microsoft Exchange 2016
Price per Month $2.95 $4.95 $14.95
Price per Year $29.95 $49.95 $149.95
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We do not provide bulk email services to send email. To ensure that your emails are sent safely and are not blocked, we recommend that you use a reputable bulk email service to send out your content. Reputable email service providers provide software and services to ensure that your bulk email is delivered in a way that mail providers will accept as good mail.

You can find the directions for updating your domain DNS on this page

If you do need to see a guide to setup email on your device, you can find all the configuration settings via the SMTP settings page.

We have various guides available for showing you how to setup Thexyz Email on your email client like Microsoft Outlook or Mac Mail. You can refer to the guides below for setting up your email clients.

You can reset your email password automatically via this page. To allow automatic password reset, you must first have enabled SMS password authentication. Otherwise please contact your email admin, login to Email Admin Portal or open a support ticket.

Please take a look at this post on how to change your Webmail password.

We allow our users to block from senders they don't trust. We also block all traffic from ips found on the following ip reputation sites:

When using our email service

To report spam a user must be logged into Webmail. A user can then 'right click' on an email to mark as spam or select multiple checkboxes and then select Report Spam from the More drop-down menu. If needed it also possible to Blocklist a domain. Yo can also report abuse originating from our service or report phishing email through our Report Abuse Tool. Our anti-abuse specialists will process the complaint and take the necessary remediation steps.

External spam abuse reports and phishing reports

To report abuse originating from our service, please submit information through our Report Spam form. Any phishing email can reported on our report email phishing form which will also send report with APWG and FTC.

We, as well as other email providers and software vendors, generally block a common list of attachment types that can cause problems for end users' computers when sent via email. For example, we are blocking all these attachment types. It is possible that other extensions will have to be blocked in the future, as virus authors will attempt to exploit new file extensions as they become available. Therefore, at our discretion we may also block other attachment types which are deemed to be unsafe or which represent a possible email-borne threat. We reserve the right to block attachments without warning or notice to ensure the integrity of the email service and its users.

To access Webmail settings, you will need to login to Webmail:
Once logged in, click the hamburger icon on the top right of the screen as pictured below.
Webmail Settings
From the Webmail settings menu you can access various settings and features, such as: safe lists, Blocklists, spam settings, filtering, forwarding, email signatures, identities and passwords. Have a look at this post to learn more about Webmail settings.

DKIM adds a secure signature to your domain to authenticate email sent from users in your company. DKIM is an industry best practice that increases the security of your email domains. Please take a look at this post on how to enable DKIM.

Yes you can enable Keyboard Shortcuts in the Webmail settings menu, you can see view this chart to see a full list of the available Keyboard Shortcuts.

This POP vs IMAP chart sums up the main differences between POP (Post Office Protocol) and IMAP (Internet Message Access Protocol) email configurations

Users of our Premium Email or Exchange Hosting services with thier own domain name, can create as many email aliases as needed. You can follow the steps to create an email alias. For users that use one of our domains for thier email address, email aliases are available through the email alias setup page.

Create new alias

Every user of a mailbox or alias without a custom domain can make use of auto-aliases. There is no setup needed and they can be used to receive email through your main mailbox.

A catch-all address will receive all mail sent to invalid mailboxes at your domain. These messages are not filtered for spam. We do not recommend the use of this feature. To add a catch-all address, please follow these steps.

Users of our Premium Email or Exchange Hosting services can send or receive attachments up to 50MB in size. Many other email providers do not allow such large files as email attachments. It is becoming preferable to avoid attaching files to your messages. Most cloud file sites (such as, Microsoft OneDrive, and Google Docs) now offer shareable links to files that you can provide in your email. Because attachments are a common way of distributing viruses (especially for Windows users), filters are becoming increasingly strict about attachments.

If you do send attachments, ensure that they are named correctly and that the spelling is correct. Also, chose an attachment name that is simple and specific to the nature of the attachment. Oddly named or misspelled email attachments are a common way of transporting viruses. Our hosted email environment will also block certain file types.

This prompt is displayed when you log in to Webmail. It is important to keep an active SMS number associated with your account as this is used for password reset authentication. You can add or edit your mobile number in the settings menu of Webmail.

Yes. Thexyz offers custom branded Webmail sites for customers who wish to use Webmail with their own brand. Custom Webmail sites also gain control of additional features that may not be available to those who do use a custom Webmail site. You can learn about our custom Webmail sites and order one through the wizard.

The Central Processing Unit (CPU), or processor, is the portion of a computer system that carries out the instructions of a computer program. It is the primary element carrying out the computer''s functions. CPU time is the amount of time a computer program uses while processing the CPU instructions. The CPU time is often measured in seconds, while the CPU usage – by the percentage of a specified overall capacity.

In terms of your web hosting account, CPU usage is the percentage of the capacity of the server''s CPU that your account is generating. Each web hosting account has a certain CPU usage limit.

MySQL databases can be accessed via a web browser. You just need to go to the Databases > MySQL Databases section of your hosting Control Panel and click on the name of the database that you want to access. A new window opens with the phpMyAdmin home screen.

phpMyAdmin is a web application which can be used to manage every aspect of a database - from the manual creation of tables, columns and rows, to importing and exporting. A list of the tables contained in the database is displayed both in the main frame and in the left panel in phpMyAdmin (you may need to select your database from the drop-down menu in the left frame to see its tables). You can open a table by clicking on its name from the list located on the left side.

The Cron Daemon runs on Unix based Operating Systems and, in essence, is closely similar to the Windows Task Scheduler. It allows you to post your own ''magic rules'' for the useful, time sparing automation of any of the scripts you will be working with. Cron is what enables users to schedule jobs which run automatically at a certain date or time and thus perform system administration or script related tasks. The crontab is the virtual ''scoreboard'' for setting up cron jobs and represents a configuration file to which users write shell commands that run periodically at a given schedule. The Cron Daemon is a long running process that executes commands and performs scheduled tasks at a specific date or time. The stored commands are what we call cron jobs and the utility which is used to keep a record of them is Crontab. For your convenience we have created a visual interface for creating cron jobs. It is located under the Site Management > Crontab section of your Web Hosting Control Panel.

Sometimes when you install a script manually, you would see an instruction "change the permissions of file.php to 666", for example. Those permissions are associated with the read, write and execute rights that the file owner, group members and everybody else has for that file. There are several ways to change the permissions of a file or a folder - through the File Manager section, SSH, or through an FTP client, such as Cyberduck.

If you go to the File Manager section of the Web Hosting Control Panel (Files > File Manager), you will see a column "Perm". There is a value for every file or folder in your account, with default values 644 for files and 755 for folders. If you want to change the permissions of a particular file or folder, simply click on the value that you see for that file or folder. A drop-down menu will appear and you will be able to choose the new value. If you want to change the permissions of multiple files or foldes, you have to select them first, then choose the value you need from the Permissions drop-down menu located at the top and at the bottom of the File Manager section. Click on the Change button for the changes to take effect.

SSI (Server Side Includes) are directives that are placed in HTML pages, and evaluated on the server while the pages are being served. They let you add dynamically generated content to an existing HTML page, without having to serve the entire page via a CGI program, or other dynamic technology (for example, PHP). The decision of when to use SSI, and when to have your page entirely generated by some program, is usually a matter of how much of the page is static, and how much needs to be recalculated every time the page is served. SSI is a great way to add small pieces of information, such as the current time. But if most of your page is being generated at the time that it is served, you need to look for some other solution. Please view our knowledgebase for help and tutorials in activting SSI.

VPS Hosting utilizes a technology called Virtualization, to create an isolated Virtual Machine for you with dedicated resources and full root access. It gives you all the features and functions of Dedicated server, without the additional cost.

With VPS Hosting, you have complete isolation. This means that no matter what other users might be doing on the server, your VPS package will be unaffected. With root access, you can install whatever applications you require. VPS also gives you guaranteed resources, so no matter what, the CPU,RAM, HDD and Bandwidth allocated to your VPS package will always be available for your applications.

Secure Sockets Layer (SSL) is a cryptographic Internet protocol that provides a secure connection (an encrypted link) between a web server and a browser. This secure link ensures that all data transfered from the browser to the web server, and vice versa, is integral and private. Before transmitting the information via SSL secured page, it is coded with a unique key and after the information is received, the same key is used to decode the data. SSL is a standard security technology used by millions of web sites on the Internet. URLs that are secured with an SSL certificate start with https, instead of the common http.

Yes, SSL Certificates are compatible with all major browsers.

You can order an SSL certificate through this page.

With the growing number of websites on the Internet, it is becoming harder and harder to find a suitable domain name to register - one that is short, simple, to the point, and easy to remember. That is why, if you come across such a domain name that is suitable for your business or personal website, it is recommended that you register it right away. Even if your website is not ready yet. You can register unlimited domain names through your account with us.

When you own a domain name that is important for your business or is otherwise very important to you and you do not wish to lose it, the best solution would be to register it for more years. Can you do that? Unfortunately, there is no universal answer to that question because different rules apply for different domain name types (TLDs). Most domain names can be registered for up to 5 or 10 years ahead. When you register or renew a domain name that can be regsitered for more years, you will see that option during the very order procedure. There are domain names that must be registered for a minimum of two or three years and those that can be registered for two years only - no more, no less. There are also other domain names that can be registered for one year only and must be renewed every year in order to keep the given domain name. What is important to know is that when you order a domain registration or renewal, you will be always given the option to select the registration period as long as the specific domain type (TLD) allows it.

A domain name transfer involves a domain name that you’ve already registered with another company but wish to transfer over to us.

There are four general requirements for a successful transfer of a domain name:

  1. The domain name must be at least 60 days old - should not be registered less than 60 days ago.
  2. The domain name must be unlocked for transfer.
  3. The domain''s EPP transfer authorization key must be provided - it could be acquired from the domain name’s current registrar.
  4. The transfer verification e-mail must be responded to - this e-mail is sent within 24 hours after the domain transfer is initiated to the Administrative Contact email address specified in the WHOIS record of the domain name.

Once the domain transfer is confirmed by following the instructions in the transfer verification e-mail, the transfer procedure becomes fully automated and may take 3-5 business days to complete.

Some specific domain types (TLDs) have different requirements for transferring a domain name. Some TLDs cannot be transferred at all. When you are ready, you can start your domain transfer.

No. You do need a custom domain name to create email aliases. With a custom domain there are slightly more features available when creating email aliases such as the ability to add 4 externally hosted email addresses like a Gmail or Yahoo as the recipient. If using one of our domains, there is a separate process for creating an email alias.

Domain name privacy protection will hide your personal information from public databases. You can learn more about the restrictions on certain domains and see which domain support privacy protection.

Any domain can be configured to use our email and it doesn't have to be registered through us. Please take a look at this guide to get email hosting setup on your domain or contact us for assistance.

DNS stands for Domain Name System. What it does is translate domain names into IP records so that the servers around the world know where to search for a given website. When a domain name is typed within any web browser the first thing that is looked up is the authoritative name server. It provides information regarding the DNS zone file.

For example, can resolve at Each domain or subdomain needs to have an A/IP record, otherwise it will not function properly on the Internet. Last, but not least, DNS responsibility is shared, meaning that every provider supports their own Name Servers. This makes DNS extremely flexible and fault tolerant. There is no need for a centralized server that keeps records for all existing domain names.

You can edit your domain contact information by following the steps in this guide.

You can add your domain to cPanel by following the steps in this guide.

You can login to your account to make a billing change. For more information, please see this page for a guide on how to update payment method.

The password for client area can be reset by requesting a password reset.

We accept the following forms of Payment: Credit Card (Visa, MasterCard, American Express, Discover), Bank Payments (US, Canada, UK), PayPal, BitPay (Bitcoin).

Many services are eligable under our 30 day money back guarantee. Please see this page for more information.

Yes we can. If you order different services with us at different dates, they do not automatically get merged and prorated to one monthly or annual payment. We are able to facilitate a move to one monthly or annual payment on request. Get in touch with our support team or open a ticket.

You can cancel your services anytime. There are no contracts with our service. Please take look at this guide to see steps on how to cancel your account cycle. Once a mailbox is terminated it can no longer send or receive email. All email data is also terminated at this time, including contacts, calendars, notes, tasks and cloud drive files. Once an account is terminated, we can restore the account upon request up to 14 days after the date of termination. After this 14 day period, all data is completely removed from our servers and cannot be recovered.

Your billing and support account at is created when you first sign up. Your username for this account is your email address and may be a different email address to the one you use at Thexyz, unless of course you have updated it. This email address is the same email address we send your billing notifications to. So if you are unsure of what email address you used, just check an email invoice from us to see where it was sent to. You can then reset your password to this email address by requesting a password reset.

07/02/2023 - Discontinuing support for Microsoft Exchange due to potential security risks

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Remote Assistance

We offer a remote assistance service where a technician can remote in to your computer or share a screen to quickly resolve any trouble you may be having.

Call us

Our toll-free number is 1-800-314-9082, if you require support over the phone, please first submit a ticket to expedite our response. If you require phone support, our support staff will submit a ticket on your behalf.

Submit a ticket

When you need assistance from our technical support team, you can submit a ticket where a member of our team will look into your inquiry and provide a detailed response. Once you have submitted a ticket you can check the ticket status.

Send a tweet

You can send us a tweet through Twitter to @thexyz.

"Thexyz gives you an astute technical support team with the best and widest choice of hosting products." -Perry Toone

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