Please Note: To use the Ashop Commerce email server you must have your domain name pointing (delegated) to your store by logging into your domain name account and changing the nameservers.
To do this you must go to the website where you purchased your domain name and log in. Find the section on changing the DNS or nameservers, replace your current ones with:
ns1.ashopcommerce.com
ns2.ashopcommerce.com
This can take up to 48hrs to take effect, no emails will work during this time.
Also make sure the domain is entered to Ashop Commerce by logging into your store admin panel and going to settings – email and domain – domain. You can add the domain you are delegating here.
Possible Scenarios
1. I can’t download email to my Outlook, there is an error
Possible cause a) Your email account in Outlook is not set up correctly.
How to fix:
Please follow this movie tutorial on how to set up email accounts in Outlook and Outlook Express for your email address with Ashop Commerce.
Click here for Outlook
Click here for Outlook Express
If this did not solve your problem please try to log into your Webmail email account at Webmail.ashop.com.au
Your username is the email address you are testing and the password is the one assigned to this email address in your store admin panel under settings – email and domain. You can create more email accounts from there as well.
If emails are being received to your Webmail then the account is working 100% and the error still resides with your Outlook settings, please recheck all details.
If emails are not being received and are bouncing back please see “Possible cause b and c”.
Possible cause b) Your domain name is not delegated to Ashop Commerce or needs to be renewed.
How to fix:
Please type your domain name into your web browser to see what site appears. If your Ashop Commerce shopping cart appears and you have previously delegated the domain name using our nameservers then your domain name is correctly set up and email should work.
If your domain name does not show your shopping cart or is showing your shopping cart only because you forwarded your domain name then it is not correctly set up and you need to delegate your domain name to use Ashop Commerce email server.
Possible cause c) The email account has not yet been created in your Ashop admin panel
How to fix:
If you log into your store admin panel and go to settings – email and domain – email, you will see you can create up to ten separate email accounts for the domains delegated to Ashop Commerce (your store). From here please create all accounts you will use and take note of the passwords for each individual account as these are used to set up the accounts in Outlook. Each separate account has a separate login for Webmail.
2. I can’t send email from my Outlook (but I can receive)
Possible cause a) Your internet service provider may not allow the use of third party email servers for outbound email. (e.g. Telstra, Optus.)
How to fix:
Call your internet provider to ask how to set up your outbound email settings only.
3. Inbound emails to my email address are bouncing back to the sender
Possible cause a) Your mailbox is full.
How to fix:
Log into all email accounts you have set up with Ashop Commerce and delete unnecessary emails (you should also download emails to Outlook to avoid build up in Webmail). Once complete, test by sending an email to this account and check if this bounces back.
Possible cause b) The email account has not been created yet in your Ashop admin panel
How to fix:
If you log into your store admin panel and go to settings – email and domain – email, you can create up to ten separate email accounts for the domains delegated to Ashop Commerce (your store). From here please create all accounts you will use and take note of the passwords for each individual account as these are used to set up the accounts in Outlook. Each separate account has a separate login for Webmail.
4. Useful inbound emails are being trapped in the spam folder on Webmail
How to fix:
Log into your Webmail account and click on the setting button up the top.
Now click on “black & white list” on the left column.
Tick the checkbox up the top to enable
press the accept radio button
In the field called “string” type [spam]
Press the “add” button at the bottom.
This will allow all spam messages to download to your Outlook.
If you just want to allow certain emails through when you see them in the spam folder you need to tick the box next to the email you want and then select inbox from the drop down list and press the “move” button to the right.
5. I can log into my Webmail account but I can’t send or receive emails
Possible cause a) Your domain name is not delegated to Ashop Commerce or needs to be renewed.
How to fix:
Please type your domain name into your web browser to see what site appears. If your Ashop Commerce shopping cart appears and you have previously delegated the domain name using our nameservers then your domain name is correctly set up and email should work.
If your domain name does not show your shopping cart or is showing your shopping cart only because you forwarded your domain name then it is not correctly set up and you need to delegate your domain name to use Ashop Commerce email server.
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