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Based in Huddersfield, The Design Mechanics are the first design company to work to a full price list for everything we do.
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Frequently Asked Questions
The Design Mechanics provide our email support centre out of courtesy to our clients. Although we will always try to help we cannot provide advanced technical support other than what you can find in these web pages.
If after we have confirmed your mailbox is functioning correctly and you have followed all the steps listed in our set up guide, then please read through our Frequently Asked Questions below for further help:
Can I check my email when I'm on holiday / away from my computer?
Can I set up multiple email addresses?
Sometimes my email works fine, other times I get an error message saying I cannot connect to the server - why is this?
We have an excellent connection rate with our servers and it is rare (if ever!) that they are not available. However ISPs (the people you connect to the Internet with - i.e. Tiscali, AOL, BT Broadband) can become oversubscribed in peak times meaning occasionally they cannot connect you to our server.
If this happens frequently (a number of times a day) contact your ISP for more information on improving your connection.
I use an email program that you don't have listed in your set up instructions - how do I set up my email / email template for this program?
For help with other email packages you need to refer to the help files or documentation that comes with the software or seek the help of an IT specialist.
In theory all email packages need the same settings but you just enter them in different ways. All information on settings can be found by clicking through our set-up guide for Microsoft Outlook.
Can I check my email when I'm on holiday / away from my computer?
Yes, you can check your email on any computer with an internet connection.
For more information read our guide to Design Mechanics' Webmail.
Can I set up multiple email addresses?
You can have as many email addresses as you require. If you require different emails for different people or machines we set each one of these up as a separate mailbox - simply contact us with the email address you require and we will create it and send you the username and password.
If however, you only want to use one email account we can set up what is called a "catch-all" address. This is simply a single email address (such as info@ or dave@) that will receive any message sent to your domain. This is useful if you would like to advertise a number of addresses (such as employment@ sales@ man-on-the-moon@) but only want to have to check one email account.
When I press send and receive, I get an error message that I cannot connect to the email server. However I'm still receiving and able to send emails and everything seems to be working fine - so why am I getting an error message?
The most likely reason for this message is because you have multiple accounts set up in your email package, and one of them is now obsolete or has incorrect settings. To remove old accounts from your email package select "Tools > Email Accounts..." (or Tools > Accounts..." in Outlook Express) and delete the old account.
WARNING - Deleting an account means you will not be able to use that address and may also delete both read and un-read emails sent to that address. Only delete accounts that you are POSITIVE are obsolete and no longer in use. If in doubt, do not delete the email account from your software.
People are sending me emails but I'm not receiving them. They are not rebounding and I am receiving other emails.
If you are confident that the sender has your correct email address, then the most likely answer is that anti-spam software installed on your computer is deleting the messages before you see them.
Either disable your anti-spam software or add the sender's email to your accepted list.
I can receive email fine but can't send it - I'm confident my settings are correct and can log on using webmail so why isn't it working?
Many ISPs (the people you connect to the Internet with) don't allow you to send email through an external email server and may require you to set your SMTP server to theirs instead of ours, especially if you are on a domestic use package and not a business one. This is simply to stop spammers using their Internet connection to send mass emails through remote servers.
Search your ISPs help for "SMTP server" or "mail relay" for more information on how to do this.
Some ISPs also need you to register your domain name (the bit after the @ symbol in your email address) with them before they will let you send email through their servers. Again, check your ISPs help for "mail authentication", "SMTP authentication" or "mail relay" for more information.
I am confident that my settings are correct, I can use the provided username and password to log into my email through webmail, but I still can't get my email working with my email package - what can I do now?
As long as you can access your email remotely through webmail, then your mailbox is working correctly and the problem lies with either your ISP, the settings on your machine (such as firewalls) or your connection to the Internet. We would advise you ask an IT specialist to check your computer for such problems.