Client Support

Client Support

Need Some Help?

Below you will find frequently asked questions and answers, setup guidance and more. You can also request assistance and join a remote support session, or submit a support ticket.

Join a remote support session

If we have issued you with an invitation code (a 4 letter code) for us to connect to your computer via our remote support system, please click the ‘Start A Session’ button below to be taken to our Remote IT Support login screen. (Please note that the login screen will open in a separate tab).

By clicking the ‘Start A Session’ button below, you agree to our Remote IT Support Terms & Conditions and allow Vaccoda Developments Limited full remote access to your computer.

On the login screen you will see a box (called ‘Join With A Code’) where you need to enter your code and then click the arrow button. Once you have done this please follow the simple on-screen instructions to download and install our Remote Support software. Once it has installed please let us know.

If you have any trouble installing our Report Support software please contact us for assistance on 020 8776 0400.

Send a support ticket to us

You can also send details of your issue via ticket support. Please allow up to 24 hours for a response, sometimes longer during busier periods.

Ad-hoc or monthly support options

Ad-hoc ticket support, remote support or telephone support are chargeable services unless you have a monthly support plan in place, in which case all support requests via ticket, remote or telephone support are covered.

If you have your website and email hosting with us, all hosting related issues are covered as part of your monthly hosting cost. Hosting related issues are defined as email not working correctly (error messages) or your website not loading. Things like website content updates and website technical maintenance are not covered and are separate chargeable services.

To find out more details about our monthly support plans including what we cover and costs, please contact us for more information.

Support & Info

Email Accounts

This might sound a bit technical but its really easy! Both your incoming and outgoing mail servers (IMAP for incoming mail and SMTP for outgoing mail) and Ports should both be set to the following:

  • Incoming server (IMAP): the server as shown in the email we sent to you containing your email account setup details.
  • IMAP Port: 143 (STARTTLS Preferred)
  • Outgoing server (SMTP): the server as shown in the email we sent to you containing your email account setup details.
  • SMTP Port: 587 (STARTTLS Preferred)

We provide a secure, encrypted email service. Your Vaccoda email account details will be sent to you on an alternative email address which you will need to supply us with.

The “Incoming” and “Outgoing” mail server is: svr1.vaccoda.com

Please click here to read a step-by-step guide to setting up your email account(s) in Mac Mail, or if you are using OS X El Capitan‎ please follow the below steps:

Your Vaccoda email account details will be sent to you on an alternative email address which you will need to supply us with.

NOTE: When adding email accounts to devices (especially iOS devices) some of the fields may show the word ‘Optional’ inside them, suggesting you may not need to enter information into these fields. Even though the fields show ‘Optional’, you will need to enter the relevant email account details into these fields.

  • Click Mail in the top menu, and then select Add Account
  • In the popup box that displays, select Other Mail Account at the bottom and click Continue
  • Enter your Name, Email Address and Password in the boxes – (please make sure all information is entered correctly) and click Sign In
  • On the next popup box, make sure your Email Address is correct, then enter your User Name which will be your full email address along with your Password (Please make sure you copy and paste the password carefully, or enter the password manually, taking time to add the password correctly – 9 times out of 10 this is where people go wrong!)
  • Under Account Type, click on the drop-down menu and make sure IMAP is selected (DO NOT select the POP option)
  • In the Incoming Mail Server box next to Incoming IMAP, enter svr1.vaccoda.com
  • In the Outgoing Mail Server box next to Outgoing SMTP, enter svr1.vaccoda.com
  • Click Sign In
  • In the next popup box, make sure you select Mail by ticking the box and then click Done
  • Your account should then run a test. You can also test to make sure your account is working by sending an email to an alternative email address and then reply back to ensure you can send and receive emails correctly. After this the setup process is complete

If you are adding more than one email account to Mac Mail, repeat the above steps.

Your Vaccoda email account details will be sent to you on an alternative email address which you will need to supply us with.

NOTE: When adding email accounts to devices (especially iOS devices) some of the fields may show the word ‘Optional’ inside them, suggesting you may not need to enter information into these fields. Even though the fields show ‘Optional’, you will need to enter the relevant email account details into these fields.

  • Enter your Name, Email Address and Password (please make sure all information especially your password is entered correctly)
  • Click on Configure Manually
  • Under the Incoming Server heading, for Protocol make sure IMAP is selected (DO NOT select the POP option)
  • In the Hostname box enter svr1.vaccoda.com
  • In the Port box, enter 143 from the options.
  • In the Connection security box select STARTTLS
  • Leave the Authentican method as is
  • Under the Outgoing Server heading in the Hostname, enter svr1.vaccoda.com
  • In the Port box enter 25 (If you have any issues sending emails, change this to 587)
  • In the Connection security box select STARTTLS
  • Leave the Authentican method as is
  • Click on Re-test
  • Once you have confirmed that all information is correct and the account has successfully tested, click Done
  • Your account should then run a test. You can also test to make sure your account is working by sending an email to an alternative email address and then reply back to ensure you can send and receive emails correctly. After this the setup process is complete

If you are adding more than one email account to Thunderbird, repeat the above steps.

Follow these steps to add an email account on your Apple device. Your Vaccoda email account details will be sent to you on an alternative email address which you will need to supply us with.

NOTE: When adding email accounts to devices (especially Apple devices) some of the fields may show the word ‘Optional’ inside them, suggesting you may not need to enter information into these fields. Even though the fields show ‘Optional’, you will need to enter the relevant email account details into these fields.

  • Tap Settings icon
  • Scroll down and tap MailContactsCalendar (for iOS 11 users, please go to Accounts & Passwords)
  • Tap Add Account
  • Select your email provider (tap Other to setup Vaccoda e-mail accounts)
  • Type in your Name
  • Type in your Email Address
  • Type in your password (this is supplied to you from us by email)
  • Type in a description for account, e.g. Work Email
  • Choose IMAP (DO NOT select the POP option)
  • On the Incoming Mail Server screen enter svr1.vaccoda.com
  • On the Incoming Mail Server screen also enter your User Name which will be your full email address
  • On the Incoming Mail Server screen enter your Password (this is supplied to you from us by email) (Please make sure you copy and paste the password carefully, or enter the password manually, taking time to add the password correctly – usually this is where people go wrong!)
  • On the Outgoing Mail Server screen enter svr1.vaccoda.com
  • On the Outgoing Mail Server screen also enter your User Name which will be your full email address (It will say “Optional” in the box, but you must enter your User Name otherwise you will not be able to send emails)
  • On the Outgoing Mail Server screen enter your Password (this is supplied to you from us by email) (It will say “Optional” in the box, but you must enter your Password otherwise you will not be able to send emails)
  • Once this information has been entered correctly (please carefully double check all information) , tap Next – your account should then be setup and working. You can test to make sure your account is working by sending an email to an alternative email address and then reply back to ensure you can send and receive emails correctly. After this the setup process is complete

If you are adding more than one email account to an iOS device, repeat the above steps.

Follow these steps to add an email account on your Samsung device. If you have a different Android based device, we recommend searching Google for instructions.

Your Vaccoda email account details will be sent to you on an alternative email address which you will need to supply us with.

NOTE: When adding email accounts to devices (especially iOS devices) some of the fields may show the word ‘Optional’ inside them, suggesting you may not need to enter information into these fields. Even though the fields show ‘Optional’, you will need to enter the relevant email account details into these fields.

  • Tap Email icon
  • Select Other
  • Enter your Email address and password in the boxes (under ‘sign-in’ details) then
  • Tap Manual setup
  • Choose IMAP account (DO NOT select the POP option)
  • On the Incoming Server Settings screen enter svr1.vaccoda.com in the ‘IMAP server’ box
  • On the Incoming Server Settings screen change Security Type to TLS (Accept all certificates) and tap Accept (or use SSL if TLS (Accept all certificates) isn’t available)
  • On the Incoming Server Settings screen the ‘Port’ should display the number 143
  • On the Outgoing Server Settings screen enter svr1.vaccoda.com in the ‘SMTP server’ box
  • On the Outgoing Server Settings screen change Security type to TLS (Accept all certificates) and tap Accept (or use SSL if TLS (Accept all certificates) isn’t available)
  • On the Outgoing Server Settings screen the ‘Port’ should display the number 25 (TLS (Accept all certificates) (or port 587 if port 25 is blocked)
  • Tap Require Sign-In (if it isn’t already) and enter your full email address as the User Name and carefully enter your Password (if these aren’t already filled in) (Tip: If ‘show password’ is available, tap this to help you when entering your password to ensure it is entered correctly – Please make sure you copy and paste the password carefully, or enter the password manually, taking time to add the password correctly – usually this is where people go wrong!)
  • Tap Sign in
  • Your account should then be setup and working correctly. You can also test to make sure your account is working by sending an email to an alternative email address and then reply back to ensure you can send and receive emails correctly. After this the setup process is complete

If you are adding more than one email account to an Android device, repeat the above steps.

We provide links to help you setup your email accounts on your PC, Laptop or iOS / Android devices (mobile phones and tablets).

If you are unable to successfully setup your email account(s), we can do this for you. Please email us on info@vaccoda.com to arrange a remote support session for adding email account(s) to your desktop PC and/or laptop, or to arrange a time to come into our office so we can add your email account(s) to your mobile phone or tablet.

If you need to setup an e-mail auto-reply message (also known as an ‘out of office reply’), please follow our simple guide below, showing you how to quickly and easily create an email auto-reply message.

  • Log into your email account by going to to https://yourdomain.com/webmail (replacing ‘yourdomain’ with your actual Domain Name, and changing .com to .co.uk if your Domain Name ends in .co.uk). Webmail will then open in a new tab. Enter your email address and password (this would have been supplied to you previously).
  • Once you have logged in, click on your email address, which displays in the top right corner of the screen, next to the LOGOUT tab.
  • After clicking on your email address, you will then see a sub-menu appear. If you click on Autoresponders within this sub-menu you will be taken to another screen where you can add your autoresponder (out of office) message.
  • Click on the blue button Add Autoresponder (or if you have previously setup an Autoresponder, the blue box will say Edit Autoresponder). Ignore the first box that says Character Set: then enter the number 24 in the Interval: box below. In the next box that says From: add your full email address. Enter your subject of choice in the Subject: box and then enter your message in the Body: box.
  • Next, you will see a Start: section. You can either start the Autoresponder immediately, or you can select a date and time from the date/time picker popup box that appears when you click Custom:
  • For the Stop: date, repeat the same steps as above on Start:
  • Once you have created the Autoresponder, click the blue Create/Modify button.
  • If you wish to edit or delete the Autoresponder, you can do so by accessing the Autoresponder section by following the above steps, but clicking on either the Edit or Delete options on the main Modify/Add Autoresponder Screen.

You can access your emails using Vaccoda Webmail. To do this go to https://yourdomain.com/webmail (replacing ‘yourdomain’ with your actual Domain Name, and changing .com to .co.uk if your Domain Name ends in .co.uk). Webmail will then open in a new tab. You can log into your email account using your username (which is your full email address) and password.

If you have stopped receiving emails, it is likely that your mailbox is full.

To free up space, you will need to delete any unwanted emails from your Inbox, Sent Items, Deleted Items and Junk/Spam folders. It is also advisable to check periodically and remove any unwanted emails to ensure you don’t go over your allocated mailbox quota.

If you receive a quota warning email from us warning you that your mailbox is full, or over 95% full, you will need to immediately delete any unwanted emails from your Inbox, Sent Items, Deleted Items and Junk/Spam folders to free up space so you can continue to receive emails. Failure to do so means any further emails sent to you will not get delivered to your mailbox until you delete any unwanted emails to free up space.

Any emails with large attachments should be downloaded to your computer and then the email containing the attachment deleted. This can help free up a considerable amount of space in your mailbox.

If you would like more space added to your mailbox, please let us know. Additional monthly hosting charges will apply for increased mailbox space.

Technical Support

We have two main ways to request support – ticketed support (via email or our support system) or remote IT support (where we log onto your computer to resolve issues). In some instances we also provide telephone support.

If you have a technical problem you can request support by submitting a ticket or contacting us to request a 4 letter code to start a Remote IT support session, however ad-hoc support requests either by ticket, telephone or remote support session are chargeable and the cost will be determined based on the technical problem(s) you are experiencing. Before we resolve any problems, we will email you to confirm the cost.

If you have a monthly support plan in place with us that includes cover for ticketed and telephone support and Remote IT support requests, any problems will be fixed under your support plan.

If you would like to find out more about our monthly support plans, please contact us for details.

Sure you can! We don’t like being stuck on hold for ages, nor do we like having to get through endless telephone menus in order to reach the right department or person, so you will be put straight through to our amazing (and very geeky) support staff who will sort your issue out and have a chat with you too – and might make you laugh!

Our support number is local rate so won’t cost a fortune either, so please call us on 020 8776 0400 and ask us a question. If you aren’t really in the mood to chat, then please send a support ticket to us instead, and we’ll do our best to answer you without delay!

Please note – ad-hoc support requests either by ticket (via email or our support system) telephone or a remote support session are chargeable and the cost will be determined based on the technical problem(s) you are experiencing. Before we resolve any problems, we will email you to confirm the cost.

If you have a monthly support plan in place with us that includes cover for ticketed and telephone support and Remote IT support requests, any problems will be fixed under your support plan.

If you would like to find out more about our monthly support plans, please contact us for details.

You can check for any issues and our current service status on all web, mail and DNS services by clicking here.

Invoicing & Accounts

Your invoice can be paid by BACS (bank transfer), Debit/Credit card or cheque.

For customers who have recurring monthly services with us we prefer payment by standing order please. Our bank details are on your invoice and can be found at the top-right.

Social Media Management

Follow these steps to add us as a page admin (you need to use a desktop PC or laptop to do this – it can’t be done from a mobile phone or tablet):

  1. You will receive a notification which says Vaccoda Developments Limited requested access to your Page [YOUR FACEBOOK PAGE NAME].
  2. Click on the notification
  3. Click on Respond to Request
  4. Click on Give Vaccoda Developments Limited access to my Page.
  5. Click on Approve Request.
  6. Type in your Facebook password.

We then have access to your Facebook business page.

Follow these steps to setup a Facebook Ad Account:

  1. Go to https://facebook.com/ads
  2. Click on Create an Ad
  3. In the address bar you will see https://www.facebook.com/adsmanager/creation?act=463191614500021&filter_set we need to know the 15 digit number, so in our example this one is 463191614500021
  4. Please send the 15 digit number to info@vaccoda.com along with the exact name of your Facebook page.
  5. Click on the close button in the bottom left.
  6. Click Close without Saving.
  7. You will also need to add a payment method – either Debit or Credit card to your Ad account.

Once you have created the Facebook Ad account by following the steps above, the next stage is for us to request access to your Facebook ad account. Please see below:

  1. You will receive a notification which says Vaccoda Developments Limited requested access to your ad account #[AD ACCOUNT ID NUMBER HERE].
  2. Click on the notification
  3. On the right hand side there’s a box with the heading Ad account roles, under this you will see a request from Vaccoda Developments Limited.
  4. Click on Respond to Request.
  5. Click on Give Vaccoda Developments Limited access to my Advert Account.

Once the above steps have been completed, we will have access to your Ad account.

Follow these steps to setup a payment account for Facebook Ads. Facebook is constantly changing their interface so the process may differ slightly to the steps below:

  • Ensure you are logged in to Facebook
  • Visit facebook.com/ads/manager
  • Click on Ads Manager menu
  • Hover over All tools to display the full menu
  • Click on Billing under the Settings heading within the menu
  • Click Add Payment Method (if you don’t see this button initially, click on Payment settings)
  • Select your preferred option and fill out the required information
  • Click Continue

Terms & Conditions And Policies

You can read our full Hosting Terms & Conditions of Service by clicking here.

You can read our Hosting Acceptable Usage Policy by clicking here.

If you have an IT Support or Data Backup agreement in place with us and would like a copy of your agreement along with our Full Terms & Conditions of Service, please contact us.

You can read our Remote IT Support Terms & Conditions by clicking here.

You can read our Graphic Design & Print Terms & Conditions by clicking here.

You can read our our Full Terms & Conditions Of Service by clicking here. Please note, this is a PDF document that will download.

Anything Else?

For any other technical support related questions, please contact us.

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