Support

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Frequently Asked Questions

Some of our most common support requests are covered below. If there's anything you're unsure of though, please don't hesitate to use the support form above.

Download: PixelApes Maintenance Packages (PDF, 97KB)

PixelApes Maintenance & Support is designed to give you the greatest flexibility in requesting support, updates, or revisions.

Whilst spending time building a new, attractive and useful website is very worthwhile & beneficial to your business, it's only the start. To keep attracting new visitors and ensure they return to your website it's vital that you regularly publish new content and add new features to keep your audience engaged.

PixelApes' Maintenance packages enable you to focus on your business while we take care of looking after your website.

Our packages cover a wide variety of requests, including but not limited to:

  • Content updates, design revisions, feature additions to your website
  • Technical consultancy
  • Data recovery and IT support
  • General questions and answers (email & phone)
  • Recurring tasks and reports

Once in place, a maintenance package ensures priority turnaround on your requests and can save you money and time over the standard estimate, approval, implementation and invoicing process.

Download: PixelApes Maintenance Packages (PDF, 97KB)

PixelApes Email Settings

Below are the basic settings required for setting up your PixelApes Hosting email account. On activation of your email account, you will have been provided with details of your username and password. PixelApes Hosting supports both POP3 and IMAP connection.

If not familiar with email setup, please forward these details to your IT department for assistance with e-mail account setup.

Incoming Mail Server

  • Server Name: mail.pixelapes.com
  • Incoming Server Port (POP3): 993
  • Incoming Server Port (IMAP): 465

NB: In Outlook it is important to ensure that “Require logon using Secure Password Authentication (SPA)” is left unticked.

Outgoing Mail Server

It is preferred that clients use the outgoing mail server as provided by their Internet Service Provider (ISP). A list of common Irish ISP outgoing mail servers is provided below, if your ISP is not listed or you encounter issues with using your ISP outgoing mail server please contact your ISP technical support team before contacting PixelApes.

  • ESAT: mail.iol.ie OR mail.iolfree.ie
  • Eircom: mail1.eircom.net
  • Smart: smtp.mysmart.ie
  • ICE: mail.icecomms.net
  • Irish Broadband: smtp.irishbroadband.ie
  • Imagine: mail.imagine.ie OR mail.gaelic.ie
  • Digiweb: smtp.digiweb.ie
  • Unison: smtp.unison.ie
  • Elive: smtp.elive.ie
  • O2: smtp.o2.ie
  • 3: mailrelay.3ireland.ie
  • Vodafone: information not available
  • Meteor: information not available

Using PixelApes Secure Outgoing Mail Server

If it is inconvenient for you to use your ISP outgoing mail server, for example if you are using a laptop on multiple ISP's throughout the course of the day, PixelApes have set up an SSL based outgoing mail server. This mail server trusts that your computer is free of spyware and other malicious programs and it is essential that you take responsibility for ensuring that your computer is properly protected with both Anti-Virus and Anti-Spyware software.

Below are the settings required to use PixelApes' outgoing mail server.

  • Server Name: mail.pixelapes.com
  • Encryption Type: SSL
  • Outgoing Server Port: 465

NB: Using this mail server will require authentication (using your username and password as provided)

Accessing your email

There are three ways of accessing your email accounts.

  1. POP Account: This downloads your email to your computer and removes it from the mail server – this is best if you are only accessing your email from one computer.
  2. IMAP Account: This leaves your email on the server and allows you to check your email from multiple computers.
  3. Webmail: This can be accessed from any computer connected to the internet.

1. POP Account

Microsoft Outlook 2007
  1. Go to Tools > Email Accounts
  2. Select “New”
  3. Make sure your “Microsoft Exchange, POP3, IMAP, or HTTP” is selected and click next.
  4. Enter your login details as provided.
  5. Click Next. Microsoft Outlook 2007 will now search for settings. Please be patient as this may take a minute.
  6. A message will appear stating that “An encrypted connection to your mail server is not available”, click “Next” and it will re-configure the connection.
  7. Click Finish, and then you can close the Account Settings box.
Outlook Express
  1. Go to “Tools” > “Accounts”.
  2. Click “Add” > “Mail”.
  3. Enter your name, click next.
  4. Enter your email address, click next.
  5. Your incoming mail server is a “POP3″ server. Fill in the Incoming and Outgoing mail address as: mail.pixelapes.com
  6. For “Account Name” fill in your username. Password as given. Do not tick “Log on using Secure Password Authentication”.
  7. Click finish. You have now set up your email account.
Thunderbird
  1. Go to “Tools” > “Account Settings”.
  2. Click “Add Account”.
  3. Select “Email Account”, click next.
  4. Fill in your name and email address as given, click next.
  5. Select “POP” as your incoming server. Name of your incoming server is: mail.pixelapes.com
  6. If this is your first time using Thunderbird, we recommend using the Global Inbox. You may be asked for your “Outgoing Mail Server” in which case it is mail.pixelapes.com
  7. Enter your username as given for “Incoming” and “Outgoing”.
  8. Choose a name for the account.
  9. You are ready to start using this mail account.
  10. If you are not asked to enter an Outgoing Server, go to the Outgoing Server section of your account settings and click the “Add” button. Enter server name as mail.pixelapes.com and tick the Use name and password checkbox. Enter your email address as username and select TLS if available.

2. IMAP Account

Microsoft Outlook 2007
  1. Go to Tools > Email Accounts
  2. Select “New”
  3. Make sure your “Microsoft Exchange, POP3, IMAP, or HTTP” is selected and click next.
  4. Enter your login details as provided.
  5. Tick the “Manually configure server settings or additional server types. Click Next.
  6. Select “Internet Email”, click next.
  7. Change “Account Type” to IMAP, input incoming and outgoing mail server as mail.pixelapes.com. Next enter your email address as user name and password as provided.
  8. Click the “Test Account Settings” button. This will check that everything is working. Click close upon successful completion of this test.
  9. Click “next” and then click “finish”, and then you can close the Account Settings box.
Outlook Express
  1. Go to “Tools” > “Accounts”.
  2. Click “Add” > “Mail”.
  3. Enter your name, click next.
  4. Enter your email address, click next.
  5. Your incoming mail server is an “IMAP” server. Fill in the Incoming and Outgoing mail address as: mail.pixelapes.com
  6. For “Account Name” fill in your email address. Password as given. Do not tick “Log on using Secure Password Authentication”.
  7. Click finish. You have now set up your email account.
Thunderbird
  1. Go to “Tools” > “Account Settings”.
  2. Click “Add Account”.
  3. Select “Email Account”, click next.
  4. Fill in your name and email address as given, click next.
  5. Select “IMAP” as your incoming server. Name of your incoming server is mail.pixelapes.com
  6. If this is your first time using Thunderbird, I recommend using the Global Inbox. You may be asked for your “Outgoing Mail Server” in which case it is mail.pixelapes.com
  7. Enter your email address as given for “Incoming” and “Outgoing”.
  8. Choose a name for the account.
  9. You are ready to start using this mail account.
  10. If you are not asked to enter an Outgoing Server, go to the Outgoing Server section of your account settings and click the “Add” button. Enter server name as mail.pixelapes.com and tick the Use name and password checkbox. Enter your email address as username and select TLS if available.

3. Webmail

  1. Go to https://mail.pixelapes.com
  2. Enter your username (your username is your email address) and password
  3. You are now logged into your webmail. From here you can check your email, add addresses to your address book, and change various options.

If you have any questions, please do not hesitate to contact us with the support request form above.

Please make sure you keep your email account passwords safely. PixelApes highly recommend Passpack as an excellent solution for password security.

If you are ever concerned about the safety of your email passwords, please contact us immediately to have them changed.

Kind regards,

The PixelApes Team

Email Tip: Difference between POP or IMAP

We are frequently asked whether it's better to use POP or IMAP to access your email. We thought it would be useful to our clients to explain the difference between the two methods of accessing your email in layman's terms.

We have used a few terms with which you might not be familiar, but if you're confused check out the definitions at the end of this post.

POP email

In an nutshell, POP email means you connect to your email account and download the latest email to your computer. You can also choose to leave email on the server after you download it. We'll explain these two options in a bit more detail below:

  1. User downloads all email to mail client when they connect their computer. This usage takes all email off the server and stores it locally in that mail client. If a different mail client (eg your phone) accesses the email account the only email that will exist on the server are items which have not been downloaded by the mail client.
  2. User downloads all email but also chooses to leave mail on the server. This usage means that email is stored locally and is left on the server. If another mail client (eg your phone) connects to the server it will view all email on the server as being new items. If it is a POP connection it will download all of those emails and depending on its configuration it can either delete after downloading or leave on the server.

IMAP email

IMAP email is designed to always leave all email on the server. A mail client connects to the server and sees what email is there, depending on configuration, it will then synchronise email with the your mail client (this varies between downloading a copy of the full message, or just downloading the message headers – eg sender, subject etc).

The key factor with IMAP is that the server retains all email. When email is deleted in the mail client, the server marks the email as being deleted (it is only actually physically and finally deleted if deleted items are purged, or mail folders compacted). If you move an email from inbox to a mail client folder, the server will do the same. If an email is replied to via a mail client, the server marks the email as replied to.

In essence this means that if you're connecting multiple mail clients (eg Microsoft Outlook in the office, Outlook on your laptop, and you are also checking email on your phone), then IMAP will ensure that your inbox and folders are identical no matter where you check it from.

Definitions
  • Mail Client – software for accessing your email such as Microsoft Outlook, Apple Mail, or Mozilla Thunderbird.
  • Webmail – similar to a mail client except that it reads mail directly from the server and is not concerned with connection methods such as POP or IMAP.
  • Mail Server – dedicated storage on your hosting account that stores your email and handles sending and receiving of email, connection of mail clients etc.

Downloads

Below you can find a variety of useful downloads which cover a variety of aspects, from ongoing maintenance to special deals allowing you to significantly increase the speed and performance of your website.

Maintenance Packages

Our maintenance packages give our customers a great balance of flexibility and cost savings - you can save time and focus on more important aspects of your business, knowing that we're taking care of everything.

Our packages also offer great hourly rate discounts. Depending on which package you choose, you can save up to 33%.

Download Maintenance Packages

Hosting Add-Ons

The speed of your website is critical in gaining improved search engine listings and driving sales with your potential customers.

Whilst we optimise your website to be as fast as possible, we have partnered with CloudFlare and MaxCDN to increase that speed even more - the best way to give you the edge against your competitors.

Download Hosting Add-ons

24-7 Support

Our regular support service covers the needs of most of our customers, but for larger global businesses it can be reassuring to know that full phone support is available 24 hours a day.

Fortunately PixelApes offer a full 24/7 support package for those that need it - giving you the peace of mind of knowing that help and support is only a call away.

Download 24-7 Support

SSL Certificates

Ensuring your website traffic is securely encrypted is becoming increasingly important. Search engines now favour sites with SSL security, and customers are reassured to know that their interactions with your website are kept secure.

We have partnered with an SSL Certificate Authority to provide discounted deals on strong SSL certificates.

Download SSL Certificates