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Welcome to the Interactive Help Guide

This is where you can find instant solutions to the most common problems our subscribers come across.

Simply locate your problem on the left and click on it for more information and a quick resolution.

If your issue isn’t covered, you can use the "I need help with something not listed here" section to send us a direct message, or give us a call on 0203 966 4580 (10am-5pm Monday-Friday).

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I'm having trouble receiving emails

To make sure you don't miss any editions of our newsletters, we recommend that you put the sender's address in your email address book, or place it in your 'safe list' of email addresses you are happy to receive mail from (if you can do this). This will ensure that the emails won't be mistakenly sent to your 'Junk' folder.

Of course, every email system is different. Below are instructions for some of the more popular ones. If yours isn't here, please contact your ISP's customer service team for their instructions. (Forward the answer to us, and we might add it!)

Choose your email client:

  • AOL

    For AOL version 9.0: you can ensure that your newsletter is delivered to your inbox by adding our sending address to your 'People I Know' list.

    • Open your latest email newsletter.
    • Click the 'Add Address' button (over on the right) to add your newsletter to your 'People I Know' list.
    • Alternatively, you can just send an email to the newsletter 'From' address, and that will add us to your 'People
    • I Know' list automatically.
    • Open your latest newsletter email.
    • Copy the address of the newsletter that you wish to add to your 'safe list'.
    • Click the 'Reply' button (it's in the top right corner).
    • A new email window opens with an address already in the 'Send To' box.
    • Replace the address in the 'Send To' box with the one that you've just copied.
    • Click 'Send Now' (it's in the top right corner).

    Even if the email you send doesn't get through to us (for whatever reason), the act of sending it does the job of putting your newsletter into your 'People I Know' list - and that's what counts.

    If you're using an earlier version of AOL, you'll need to set your 'Mail Controls' instead. Here's how:

    • Go to 'Keyword Mail Controls'.
    • Select the screen name we're sending your newsletter to.
    • Click 'Customize Mail Controls For This Screen Name'.

    For AOL version 8.0: Select 'Allow Email From all AOL Members, Email Addresses and Domains'.

    • Click 'Next' until the 'Save' button shows up at the bottom.
    • Click 'Save'.

    For AOL version 7.0: In the section for 'Exclusion and Inclusion Parameters', include these domains: electricmessage.co.uk

  • Yahoo

    To ensure that your newsletter is delivered to your Yahoo inbox (not the bulk mail folder), you can instruct Yahoo to filter it to your inbox.

    Here's how:

    • Open your Yahoo mailbox.
    • Click 'Mail Options'.
    • Click 'Filters'.
    • Next, click 'Add Filter'.
    • In the top row, labelled 'From Header:', make sure 'Contains 'is selected in the pull-down menu.
    • Click in the text box next to that pull-down menu, then enter the address of the newsletter that you wish to add to your 'safe list'..
    • At the bottom, where it says 'Move The Message To', select 'Inbox' from the pull-down menu.
    • Click the 'Add Filter' button again.
  • Outlook.com (Formerly Hotmail)
    • Click the settings icon at the top right of your screen, then click 'More email settings'.
    • Under 'Preventing junk email', click 'Safe and blocked senders'.
    • Click 'Safe senders'.
    • Enter electricmessage.co.uk in the 'Sender or domain to mark as safe' box, then click 'Add to list'.
  • Microsoft Outlook

    If you're using Microsoft Outlook for your email, you can make sure your newsletter is delivered to your inbox by letting Outlook know you consider it safe:

    • Find the address of the newsletter that you wish to add to your 'safe list' and add it to 'Personal Contacts' in your Outlook address book.
  • Gmail

    If you're using Google's Gmail, you can make sure your newsletter is delivered to your inbox by adding our sending address to your contacts list. Here's how:

    • Open your latest newsletter email. - If you are using tabs it will be in your 'Promotions' or 'Updates' tab.
    • Click the 'more' option which is just below your searchbox. - Select the 'filter messages like these' from the dropdown menu.
    • Click 'Create filter with this search »'. This brings you to the next and final screen for creating a filter.
    • Make sure 'Never send it to Spam' is checked.
    • Check 'Categorize as' and choose 'Personal'.
    • Click 'Create Filter'.
  • Earthlink

    If you're using Earthlink, you can make sure your newsletter is delivered to your inbox by adding our sending address to your address book. Here's how:

    • Open your latest newsletter email.
    • Copy the address of the newsletter that you wish to add to your 'safe list'.
    • Click on 'Address Book' (it's over on the left, below your folders).
    • When your address book opens, click the 'Add' button.
    • On the 'Add Contact' screen, find the 'Internet Information' box.
    • Enter the address you copied of the newsletter that you wish to add to your 'safe list' into the top email box.
    • Click 'Save'.
  • MSN

    If you're using MSN version 9 for your email, you can make sure your newsletter is delivered to your inbox by adding our sending address to your safe list. Here's how:

    • Open your latest newsletter email.
    • Copy the address of the newsletter that you wish to add to your 'safe list'.
    • Click on Settings: 'Email | Junk Email' (it's at the bottom left of the screen, just above 'Calendar').
    • On the 'Email Settings' screen, click 'Junk Email Guard'.
    • Select 'Safe List'.
    • In the space provided under 'Add People to the Safe List', enter the address you copied of the newsletter that you wish to add to your 'safe list'.
    • Click 'Add'.

    For older versions of MSN , you add our sending address to your safe list like this:

    • Open your latest newsletter email.
    • Copy the address of the newsletter that you wish to add to your 'safe list'.
    • Click on 'Email Settings' (it's at the bottom left of the screen, just above 'Calendar').
    • On the 'Email Settings' screen, click 'Junk Mail'.
    • Select 'Safe List'.
    • Click 'Add an Item to This List'.
    • When the 'Add To Safe List' box appears, enter the address you copied of the newsletter that you wish to add to your 'safe list' into the space provided.
    • Click 'Add'.
  • Other Emails

    Many popular email programs, including older versions of Outlook, Outlook Express, Eudora, and Netscape Mail, don't provide a convenient way for you to white-list the folks you want to receive email from. If you're using this sort of email system and you either aren't getting your newsletter or want to make sure you continue to receive your newsletter in the future, you can do something about it.

    Contact the customer service people or the postmaster at the company that provides your email or Internet connection (your ISP). Explain to them that your newsletter is email that you asked for and value. Ask them if they can white-list your newsletter. (Unfortunately, some email systems don't allow white-listing.) If they do white-list, they'll probably ask you for some information about us. Here's what to tell them:

    • Sending address: If they ask for our address, give them the address of the newsletter that you wish to add to your 'safe list'.
    • Domain: If they need to know the domain we're mailing from, tell them both of these: electricmessage.co.uk, youremessage.co.uk
    • IP address: If they ask for our sending IP address, tell them this one: 208.250.48.98

    Still having trouble? Click here [link to contact form] to email us directly and we’ll get this sorted for you as soon as we can.

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    When you click the send button your question will go directly to our customer services team and they will email to let you know when you can expect your refund.

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      To make your complaint, simply fill out the form below and click send.

      When you submit your complaint we’ll send you a send you a confirmation email with a copy of what you wrote, so you can see we've received it.

      Please note: We are unable to receive attachments or screenshots via our contact forms. If you would like to send supporting documentation please call us on the number above and we will advise you further.

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        When you submit your complaint we’ll send you a send you a confirmation email with a copy of what you wrote, so you can see we've received it.

        Please note: We are unable to receive attachments or screenshots via our contact forms. If you would like to send supporting documentation please call us on the number above and we will advise you further.

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