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  • I have a problem with S-Mail registration. What should I do?

    Carefully check the way you fill in the "Username", "Enter password" and "Re-Enter" fields. Username in the "Username" field must contain only letters (a-z), numbers (0-9), the underscore (_), dot (.), dash (-), and no spaces. It must be at least four characters long.

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  • I did not complete my registration. When I tried to set up an account again, my login turned out to be unavailable. What should I do?

    First of all, you need to make sure that your PC meets our system requirements.

    You most likely answered "No" when a window about trusting a digital certificate appeared. You must answer "Yes" to continue your registration. Please retry.

    All incomplete registrations are automatically deleted after 1.5 hours so your username (login) should be available again then.

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  • When signing up I could not move on to Step 3 to enter a password. What should I do?

    There are two possible reasons for it: either your PC does not meet our system requirements or your Internet connection was lost during the registration procedure.

    Please retry. All incomplete registrations are automatically deleted after 1.5 hours so your username (login) should be available again then.

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  • I cannot enter my box: the password I used during registration does not work. What should I do?

    The most frequent reason for this problem is trying to enter a password in uppercase letters. This is often the case when the Caps Lock key is accidentally pressed (test and TEST are different passwords).

    When entering the password pay attention to the keyboard layout (English or another language) and, if necessary, switch to English, and mind the Caps Lock key. If you are still experiencing the problem, try switching to another keyboard layout, and entering the password as you remember it. You can also try to enter the password with Caps Lock on.

    If nothing works, you will have to register a new account: S-Mail® passwords are not stored anywhere for your protection and cannot be restored.

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  • How can I use the on-screen keyboard to enter a password when accessing my box via web-interface?

    Just double click in the "Password" field or press the appropriate icon to initiate a virtual keyboard. The keyboard prevents malefactors from intercepting passwords if a PC has a "keyboard spy" installed on it. The layout of the keyboard changes automatically every time you enter your account.

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  • Is there any way to change my username?

    The only way to change your S-Mail username is to set up a new account.

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  • What should I do when the loading procedure "hangs"?

    If the "Loading..." screen is indicated for a long time and nothing happens, you should delete your temporary Internet files.

    To clear your temporary Internet files in Internet Explorer, go to "Tools" menu and select "Internet Options...". Then click on the "General" tab. Go to the "Temporary Internet files" section and click the "Delete Files…" button.
    After that, close all browser windows and start Internet Explorer again.

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  • What happens if I lose or forget my password?

    We strongly advise that you are careful with your password, and try to never lose or forget it. S-Mail does not store user passwords for security reasons, and so it is physically impossible to restore your password if you lose or forget it.

    The only option is to set up a new S-Mail account. Please note that the old account correspondence will be lost.

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  • Can I change my password?

    Premium plan subscribers have the option of changing their password.

    Press the "Options" button in the upper menu, and then "Premium account options", "Change password". In the corresponding fields, type in the old password, the new password, then confirm the new password and press the "Change password" button.

    Please remember that you can change your password only once per S-Mail session.

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