Help
FAQ & Troubleshooting
The questions people actually ask, and what to do when something is wrong.
Questions
Can my administrator read my email?
No. They can connect, replace or revoke the password ERPat uses for your mailbox, but no screen in ERPat shows one person another person's messages. That is not a setting — those screens do not exist.
Is my mailbox password safe?
It is encrypted before storage and decrypted only at the moment ERPat opens a connection to your mail server. It is never displayed, never logged, and never sent back to your browser.
Does ERPat keep copies of my email?
No. Messages are read from your mail server each time you open one.
Why do images not load?
Because loading them can tell the sender that you opened the message, and when. Click Show images if you trust the sender.
Do changes here affect my other mail apps?
Yes — reading, starring, deleting and sending all act on the real mailbox, so your phone and Outlook see the same thing.
What happens if I change my mailbox password?
Webmail shows Password rejected. Enter the new one on My Mail Account.
Problems
“Webmail has not been set up for your organization yet”
The mail server has not been configured. Only an administrator can fix this, in Settings → Webmail Settings.
My password is correct but it is rejected
- Some providers require an app password rather than your normal one when two-factor authentication is on.
- Some require a sign-in name that is not your email address. Try the username your provider documents.
- Some require IMAP to be switched on for the account before anything can connect.
I am locked out
Wait for the countdown, or ask an administrator to clear it. The lock exists to stop ERPat retrying a rejected password until your provider locks the mailbox — which is a lock nobody in ERPat can clear.
A folder is missing
Only folders the server lets us open are listed; container folders that hold other folders but no mail are hidden. If a real folder is missing, reload the page to re-read the list.
My mailbox reloaded itself
You will have seen a note saying the folder was rebuilt on the mail server. That happens after certain provider maintenance and is normal — nothing was lost.
A message will not send
| Message | Cause |
|---|---|
| The mail server refused this message | Usually a recipient it will not accept, or attachments over the size limit. |
| Could not reach the mail server to send messages | A network or server problem. Try again shortly. |
| The sending server rejected the username or password | Your stored password needs updating. |
Nothing is sent later on your behalf. If sending fails you are told immediately, and the message stays in the composer so you can press Send again once the cause is fixed. ERPat never quietly retries in the background — a message arriving hours after you gave up and sent it another way is worse than one that plainly failed.
I sent something twice
You did not. Each message carries a one-time key, so a repeated submit is recognised and reported as already sent rather than delivered again.
Getting help
Contact your ERPat administrator. Useful details: what you were doing, the exact message shown, and roughly when. Administrators can find the matching entry in System Logs.