Support FAQ

Answers to some commonly-asked questions.

Netregistry: Webmail allows you to access your email from any computer with internet access. To access your Netregistry Webmail go to http://webmail.yourdomain - for example, we would go to http://webmail.loqium.com.au - then logon with your full email address and email password.

Generally you should let your email application set up your email automatically. Type in your email address and password and let the application connect to the Netregistry server and establish your settings. However, there are times when you may need to enter setup information manually.

To setup your email hosted on Netregistry manually, you need to know if you have CPANEL hosting or CLOUD hosting. Chances are it's CPANEL but you should check with us first by calling (02) 9810-5206.

CPANEL hosted email - SSL (encrypted)

Username: your full email address

Password: as supplied to you

Incoming Server: mail.yourdomainname (eg mail.loqium.com.au)

Incoming Server Port: If IMAP = 993 (with SSL) and 143 (no SSL)| If POP = 995 (with SSL) and 110 (no SSL)

Outgoing Server: mail.yourdomainname (eg mail.loqium.com.au)

Outgoing Server Port (SMTP): 465 (with SSL) and 587 (no SSL)

Tick any boxes that say 'Password Authentication Required'

CLOUD hosted email

Username: your full email address

Password: as supplied to you

Incoming Server: imap.yourdomain or pop.yourdomain (eg ours would be imap.loqium.com.au or pop.loqium.com.au)

Incoming Server Port: If IMAP = 993 (with SSL) and 143 (no SSL) | If POP = 995 (with SSL) and 110 (no SSL)

Outgoing Server: smtp.yourdomainname (eg ours would be smtp.loqium.com.au)

Outgoing Server Port (SMTP): 465 (with SSL) and 587 (no SSL)

Note: Most ISPs block Port 25 for their own outgoing emails. Netregistry recommend using the above as your Outgoing Port)

Tick any boxes that say 'Password Authentication Required'

Especially when looking at recent changes to your website, it's important to make sure you're seeing the live page on the server and not a saved page in your computer's memory. You do this by 'refreshing' (reloading) the page.

The general reload icon is a circular arrow located in or near the browser address bar - but there are also keyboard options. Press Control + F5 to force refresh on Edge, Internet Explorer, Firefox, Safari and Chrome.

To purchase a new domain name simply email us with the domain name/s you want and well arrange it and send you your domain certificate - usually within a few hours. We use Netregistry as our customer domain registrar.

To renew one of your domains ... do nothing. We'll remind you by email (and call you if we don't get a reply) prior to your domain renewal date, giving you the opportunity to confirm you want to renew and ensure your wanted domain names don't expire.

Delete it. Spam emails regarding Search Engine Optimisation are common. They are worthless at best and expensive and dangerous at worst.

The only worthwhile SEO is the kind we do - correcting technical issues, selecting appropriate keywords, carefully building them into your site page titles, meta-descriptions, headings and text, listing your business on Google Business, ensuring your site is properly indexed by Google and Bing, earning quality links and helping you build a strong online brand with rich content.

The kind of SEO offered by unsolicited emails is generally based on providing numerous incoming links to your site. There's a number of problems with this. First, as soon as you stop paying, the links will disappear and your rankings with it. Properly done SEO on the other hand, is sustainable, and its benefits are long-lasting. Second, your association with these 'link farms' is likely to get your website blacklisted by Google and Bing - a fate that could destroy your business. We've seen 'black hat' SEO tactics drop a site's PageRank from 2 to minus 3.

If you've received an SEO report on your site from another source, we're happy to provide a fully explained and honest appraisal of its merit.

Please call us if you'd like to know more about SEO.

Awareness and positive action to safeguard your internet security is vital. We recommend you take the following precautions:

  • Don't click on any links or attachments to any email whose authorship you cannot positively identify.
  • Be particularly suspicious of any emails that say 'Dear Account Holder', 'Attention Webmail User' or the like. Emails not personally addressed should be regarded as spam or fraud.
  • You should use different passwords for every different purpose. Passwords should not be guessable, and be twelve characters or longer.
  • Keep your operating system, browsers and browser plugins up-to-date. Most software updates relate to fixing security issues.
  • Have internet security software - such as Windows Defender, MalwareBytes or Norton 360 etc - set it to High or Aggressive protection.
  • Backup and backup often - to a series of external drives, with at least one backup off-site or in the cloud. Ransomware only works if you don't have accessible and current backups.
  • Don't do anything that requires the input of private data (such as usernames and passwords) on a non-secure computer or on public WiFi.

If you take your internet and computer security seriously it will save you time, money, worry ... and possibly your business.

In many cases, your Internet Service Provider (ISP) blocks access to your SMTP (outgoing) email server via Port 25. This depends on the ISP you use to connect to the Internet. ISPs do this to prevent spam email from being sent using their networks.

Fortunately, there are a number of options:

1/ change your email type to IMAP (maybe the best choice anyway, but make sure you know the difference between POP and IMAP - see FAQ below)

2/ find your ISP in the following list and use the server details next to your ISP as your outgoing mail server.

 • AAPT - mail.aapt.net.au  • Bigpond - mail.bigpond.com  • Dodo - smtp.dodo.com.au  • iiNet - mail.m.iinet.net.au  • iPrimus - smtp.iprimus.com.au  • Optusnet - mail.optusnet.com.au  • TPG - mail.tpg.com.au  • Virgin Mobile 3G - smtp.virginbroadband.com.au  • Vodafone 3G - smtp.vodafone.net.au.

3/ If your email is provided by Netregistry, they have a special port on their servers to help with ISP blocks. If 1/ and 2/ do not work, use the following settings: Account Type - POP3 Incoming mail server - mail.yourdomain.com.au (substitute your domain name and extension); Outgoing mail server - same; 'Require Logon using SPA' (NOT ticked). In 'More Settings' - Outgoing server tab: 'Requires authentication' (ticked); 'Use same settings' (ticked). Advanced tab: Incoming Server - 110; SSL (NOT ticked); Outgoing server - 587.

When you set up email in your email application, you will often see a choice between 'IMAP' and 'POP'.

IMAP email access coordinates between the server and your email application. Messages that you have read, deleted, or replied to will show up as such, both on the server and on your email application. POP email access does not coordinate with the server. Downloaded email is generally deleted from the server and only available on your device. It does mean, however, that you can manage aspects of your email offline, if required.

IMAP stands for Internet Mail Access Protocol.

IMAP provides the following advantages:  • Read it anywhere - read your email from any computer connected to the internet  • It's backed up and safe - your email service provider is responsible for backing up your email messages. Your email is stored on your service providers servers, so if your personal computer crashes, none of this email is affected.

The disadvantages of IMAP include:  • Internet required - you cannot view your email unless you are connected to the internet.  • Disk space - since your email messages are stored on your email provider's servers, they take up their disk space. Your email provider may limit the amount of disk space you can use or charge for additional disk space.

POP stands for Post Office Protocol.

Use of POP provides the following advantages:  • Disk space - because POP usually downloads all messages to your computer and automatically deletes them from your email provider's server, you minimise the amount of disk space you use on their servers.  • Offline access - once your email messages are downloaded on your computer, you can read them easily and quickly, even if your computer is no longer connected to the internet.

The disadvantages of POP include:  • Not anywhere else - since your email is downloaded to your local computer, you cannot view this email from another machine. If you travel or go home from work, you lose access to your downloaded email (unless you copy it and take it with you). You manage your backups - as your email is on your computer, you take all responsibility for ensuring you have backups of your email in the event that something goes wrong with your computer.

You must either own the images on your site or have a valid license to use the images on your site.

If you are looking for images you should look at a range of photo libraries and purchase an appropriate license for the image. Call us first because we know the best libraries and the best value libraries. We assume that you have a valid license for all images that you provide to us. As the end user of the images you are responsible for any copyright issues that may arise.

Loqium does not accept responsibility for the unauthorised use of images on customer sites.

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