Letterbox

F.A.Q.

Frequently asked questions

• How do I get help?
  • First, keep reading the FAQ, that may answer your question.
  • Or read the other sections furher down on how to get specific help.
• I can not send a message
  • Have you entered the same valid email address in both email and confirm email input boxes?
  • Have you ticked the Captcha checkbox, and followed any furher instructions?
  • Is there an error message at the top of the page?
  • The contact form owner may have disabled the form, or the form may have expired.
  • The contact form owner may need to upgrade their account.
• I cannot register
  • Have you entered a valid email address?
  • Are you sure it did not in fact register you?
  • Is there an error message at the top of the page?
• I cannot log in
  • Have you entered a valid and correct email address?
  • Have you entered the correct password?
  • Is there an error message at the top of the page?
  • You may need to reset your password.
• I am not receiving emails
  • Have you checked your spam folder?
  • Have you entered a valid email address for the contact form recipient?
  • Have you verified your email address?
  • Be aware there may be a delay in receiving emails. It is not instant.
• My email provider is blocking emails from Letterbox
  • Our backhaul email providers sometimes have IP ranges temporarily blocked by Blocklists.
  • Contact us and we will investigate.
• The email verify link does not work
  • Have you copied the whole link, including the https:// part?
  • You need to be already logged-in in the same browser window,
    otherwise the verification will not work.
  • Is there an error message at the top of the page?
• How do I change or reset my password?
  • You can change your password on your profile page.
  • You can reset your password on the login page. You will need to have tried to login first.
• How do I change my email address?
  • More details to come. For now, contact us.
• How do I delete my forms, my account and data?
  • More details to come. For now, contact us.
• I am receiving messages but have not signed up to Letterbox
  • Contact us and we will investigate.
• The system is slow
  • In the early access version, the system is not optimised for performance.
  • Though we will improve performance as demand increases.

Documentation

• The documentation may explain how to fix your issues.
• Documentation pages ⇨

Support contract

• Paid members can get support via email.
• Higher tier members can get support via chat and phone.
• Different tier levels dictate different SLAs.

Abuse, spam and fraud

How to report abuse, spam and fraud

• Please use the contact-us form or email us at the address on the contact page.
• We will prioritise it and investigate it.
• Please note that spam is unfortunately ubiqitous on the internet and impossible to stop completely.
• But we try to minimise it as much as possible.
• Targeted abuse should be escalated to the relevant authorities.
• If you suspect fraud please refer to the security page to report it.

Security

Reporting, escalating and information

• More details to come
• For now, contact Letterbox directly using details on the contact page.
• Some further assistance are available in the documentation pages.
  • Documentation pages ⇨

Status

Current status of the service, and any planned maintenance.

• An external status page will be available soon.
• Currently all systems are operational.

Known issues

Known problems and bugs

• Currently none. But there will be.
• Ignoring tasks already on the development plan.

Bugs and problem reports

• Refer to the Security section for reporting serious bugs and issues.
• For most, contact Letterbox using details on the contact page.

Contact us

If all else fails, contact us directly

• Either use the contact-us form or email us at the address on the contact page.
• Please note that we may not be able to respond to all emails. But we do try to.
• Please note also that we prioritise paid tier members.
• But we try to respond to all as best and as soon as we can.