helpful hints

Migration to Google Apps - In order to bring you the most innovative and collaborative set of Internet services, your provider is migrating your account to the Google Apps suite of communications tools, including email, calendaring, document management, personal website management, and more.  Since these applications are “cloud-based”, there is nothing to install on your computer, and services can be accessed from anywhere in the world with a web browser.

This guide provides answers to commonly asked questions, a description of potential issues that may be experienced, and depending upon how you access email and related services, how to best resolve or deal with these situations.  

Do not make any suggested changes until after you are notified that the migration is complete.

Note: where you see [domain.ext], you should insert your ISP service domain.

Frequently Asked Questions

Will my email address change? - Your email address will remain the same as it is today. Google considers your full email address username@[domain.ext] to be your “username”. Enter your full email address unless directed otherwise.

How do I access my email and new services? - We recommend accessing your new services with the online Google Apps interface, so it is not necessary to use or update a mail client like Outlook, Thunderbird, Windows or Apple Mail, to communicate directly with Google’s system.  In most cases, you can browse to https://login.[domain.ext] and enter your current username and password to access Google Mail, Chat, Calendar, Documents, Sites, and more.

What if I still want to use my mail client? - Most mail clients like Outlook, Thunderbird, Windows or Apple Mail, will continue to work, but you may be asked to connect directly with Google’s system eventually, which would require a small settings change. When configuring mail clients, you should enter your full email address username@[domain.ext]  whenever asked to enter your username or email address, DO NOT enter as shown in the referenced examples. Use or, for incoming and for outgoing server names.


Where are instructions for updating my mail client? -

Configuration settings for POP/POP3 email clients:

Configuration settings for IMAP email clients:  

Contact Tech support if you don’t know which to use.

Can I still get email on my Smart Phone? - Some Smart Phone email clients will continue to work with Google Apps and others may not. (Sorry, this cannot be prevented.) If you are having trouble accessing email on your Smart Phone, then visit in your phone’s browser and follow the prompts to update your settings or download an App.

Why are old emails in my Inbox as Unread? - If you employ a POP email client with the option “Leave email on the server” enabled, all email on the server will re-appear in your Inbox as new mail. (Again, we apologize, but this cannot be prevented.)  These are typically duplicates to emails your have already received, so you can simply delete most of them.

Where is my existing email? - New mail will arrive in Google Mail. Existing email on the server (not your computer) will eventually be migrated to the online interface for Google Mail and will be placed in the original folder/label structure. If the mail or folders are not available on the morning after the conversion, make sure you can send and receive new email, and please be patient while the mail migration to Google completes.  If your existing mail is not available in Google Mail later in the day, please contact Technical Support.

Did my Address Books and Allow/Block lists get migrated? - Address Books/Contacts and Allow/Block lists should be migrated to Google Mail and Postini respectively, following the conversion.  If these transfers do not appear in Google Apps, contact Technical Support. NOTE: There is a 4,000 character limit for Allow/Block lists in Postini.  Compare existing Allow/Block lists with what is in Postini in case this limit was reached and prioritize these lists accordingly.  

Will my existing forwarders still work? - Google requires authorization for forwarders on both the Google Mail account as well as the destination mailbox. Instructions for forwarding mail to another email account automatically can be found at:

NOTE: Customers who had forwarders configured prior to conversion should receive an instructional letter detailing this process at both their Google Mail address and their forwarded address.

Why can I log in to Google Apps directly, but can’t login with my updated Mail Client? - Following the conversion, if you have updated your email client per the recommended instructions, and can login to Google Apps directly at https://login.[domain.ext] but cannot login with your mail client using the same username and password, you may be locked out of your account due to having a very weak password and/or your mail client making multiple login attempts (automated in some email clients). Password strength is only checked when using a mail client. Weak passwords are typically too short, may contain dictionary words, consecutive numbers, and cannot be the same or any part of your username.  (You will only see an error about this if you are using an IMAP mail client, POP clients will not receive an error but will not be able to log in).

If this occurs, browse to:[domain.ext]/UnlockCaptcha - enter your full username and password, complete the Captcha by typing in a visibly altered set of letters, and select the Unlock button to unlock the account.

You should then login to Google Apps at: https://login.[domain.ext] and change your password under the Account Settings.  Wait five minutes and then try to log in with your mail client using your full username and new password to ensure the account is unlocked.

Why can’t I see Google Apps Pages properly in Internet Explorer 9? - Internet Explorer 9 (IE9) has a Compatibility View feature that may not work well with some Google web sites. If users are experiencing problems with these pages, turn Compatibility View off for the web page being viewed (or off in general.)