To retrieve your username or password, you can use the Lost password screen. You specify the backup email address you have for the account, and we'll send the username and a password reset link to that address.
If you don't remember your backup email address, please use the Support screen to submit a support request. You'll need to include evidence that you are the owner of the account. As many details as possible from the following list will help with this:
- As many account details as you remember (username, domain, full name, etc)
- Account signup date as accurately as possible
- The date of your last successful login as accurately as possible
- For paid accounts, the last 4 digits of the credit card used to pay for the account and the card expiry date
- Some details (eg from/to address, subject) of emails in your Inbox and Sent Items folders
If your account is suspended, or temporarily unavailable, you will get a message at the top of the screen describing what is happening. If your account has been suspended, please fill out our support form for more information.
If you get a message saying 'FastMail- An error has occurred' when you try to log in, this indicates an internal FastMail error. This is most likely because there is a problem with your underlying IMAP account. Please use the Verify account screen to perform a series of tests on your account, including some common 'sanity' checks, as well as fixing any folder access problems.
Please be patient, it may take several minutes to get a response. After the tests are complete, try logging in again. If you still have problems, please fill out our support form.
If you get a message saying 'The page cannot be displayed' when you try to login, you may be having network connectivity problems.
FastMail has a self monitoring system on every server that tests every service every 2 minutes. We check every externally accessible port (eg SMTP, IMAP, POP, HTTP, etc both regular & SSL) to see that it's accepting connections, and responds to expected commands. If any tests fail, the system will page a developer to look into the problem ASAP.
Firstly, bookmark status.fastmail.fm. This is an externally hosted blog site that we post all server status updates to as soon as possible.
If there's nothing posted on the status blog, then in many cases, rather than the actual server being down, there may simply be some internet congestion between you and FastMail, or your ISP may be having temporary routing or proxy server problems.
A first step would be to check our externally hosted uptime service at http://stats.pingdom.com/x8mbe1jgimkn/49229. Pingdom is an independently run service that monitors the uptime of other online services from dozens of locations around the world and allows you to publish those results, which is what the above link is for.
If the pingdom page is showing that all services are up, then it probably means there's a specific problem with your ISPs internet connectivity/routing.
To find out where the routing problem is occuring, the simple approach for Windows users is to use FastMail's diagnostic tool FastTest. We suggest that you download FastTest now. To use FastTest, simply double-click it after downloading, and follow the instructions. The output may not mean much to you, but if you send it to us using the FastMail support system it will help us a lot!
If you can't use FastTest (it doesn't work on your system for some reason, or you do not use Windows), you can try the manual approach. Open an MS-DOS prompt (in Windows, by clicking Start->Programs->Accessories->MS-DOS Prompt or Command Prompt) or an XTerm (in Linux/Unix) or a Terminal (in Mac OS X) and type:
- Windows: tracert fastmail.fm
- Linux/Mac: traceroute fastmail.fm
At the point where congestion occurs, you will see one or more '*'s. It is out of our control unless this point is the very last hop, to FastMail. If the traceroute does not show all '*'s in the last line, also try the following commands from the command prompt:
- For problems with web access: telnet fastmail.fm 80
- For problems with IMAP access: telnet fastmail.fm 143
- For problems with sending mail through the SMTP server: telnet fastmail.fm 25
If you are contacting the support team about a problem with connectivity, be sure to include the full results of all of these commands. To copy the output under Windows, drag your mouse over the output while holding down the button, and then press the Enter key to copy it. In an email, press Ctrl-V to paste it. Also, be sure to tell us if you are emailing us about a problem, whether you are behind a firewall, whether you are at work, whether you are using a modem or cable modem or ADSL, and any other information about your setup.