Email Troubleshooting with the EarthLink Email Answer Wizard

All EarthLink Internet access customers (cable, DSL, Freestanding DSL, Satellite, and dial-up) get up to 8 email addresses, with Web Mail access and built-in spam and virus blocking.

So email is likely to be very important to you.

That’s why we want to make sure you are aware of the Email Answer Wizard, located in the EarthLink Support Center. It’s a quick and easy way to troubleshoot any problems that come up with your email.

The Answer Wizard is currently on the Support homepage: the fourth bullet under New Articles heading. You can also get to it from the Email menu at the top of the page (it’s third in that list).

To get started with Email Answer Wizard, click the link to indicate what kind of email help you want: either for EarthLink Web Mail or an Email Program.

Web Mail

If you choose Web Mail, you’ll be asked if you want help with Receiving Email, Spam and spamBlocker or Signing In.

If you click Receiving Email, you’ll learn what do do if your mailbox is full or if spamBlocker is blocking valid email messages.

If you click Spam and spamBlocker, you’ll learn how to restore email that went to the wrong spam filter folder, how to change your spamBlocker settings, how to report spam or phisher emails, and how to block an email address or email domain from sending you email.

If you click Signing In, you’ll get our top four tips and tools to help you resolve sign-in problems for Web Mail.

Email Programs

If you’ve chosen to get help with an email program and not Web Mail, the categories of help you can get are: Setting Up My Email Program, Sending and Receiving Email, and Reducing Spam.

Email Setup help is organized by operating system (Windows or Mac) and then by email program (Outlook 2010, Windows Live Mail 2011, etc.). If you are using Microsoft Outlook or Outlook Express, you are advised to try the EarthLink Setup Tool first (you can download the free Setup Tool here).

If you click on Sending and Receiving Email, you’ll first be asked to specify if the issue is sending, receiving, or both.

Troubleshooting tips in the Sending and Both Sending and Receiving categories are organized by operating system (Windows or Mac) and then by email program.

Tips in the Receiving section are for these common problems: I have stopped receiving new emails, I can’t get a certain email or I get several copies, and I get a username or password error or other problems.

If you choose the Reducing Spam category, you’ll have access to our top five anti-spam tips: How to stop an email message from going to the Suspect folder, how to stop an email message from going to the Known spam folder, how to change spamBlocker settings, how to report spam or phisher email, and how to block an email address or domain so you don’t receive any more email from them.

Here’s to trouble-free EarthLink email. And easy troubleshooting if you ever need it.

How to Check Your Email on

A customizable MyEarthLink Start Page® is one of the many member benefits that you get with EarthLink Dial-Up, High Speed DSL, Freestanding DSL, Cable, or Satellite Internet access.

With news, sports scores, weather, stock quotes, shopping, and more, myEarthLink is a convenient and helpful place to start your web surfing every day.

Add your email account to your myEarthLink Start PageOne feature that makes it even more convenient is My Email.

As the name suggests, this feature lets you know when you have new EarthLink email and gives you easy access to Web Mail for full email access.

You can even add non-EarthLink email accounts such as Gmail and AOL Mail.

Here’s how to get started:

  1. Make sure the My Email feature is active on your Start Page. If you don’t see it, you probably need to add it from the Add a Feature section.
  2. Click the Sign In to My Email button.
  3. Enter your EarthLink email address and password, and choose how many message you want displayed on your Start Page (from 5 – 10).
  4. Check the box next to Show messages on myEarthLink.
  5. Check the box to Automatically Sign In to EarthLink Web Mail (unless other people will use your Start Page who you don’t want to have access to your email).
  6. Click the Save Changes button at the bottom.
  7. If that’s the only account you want to add, click the Done button. Otherwise, click the Add an Email Account link to add another account.

In most cases, setup is simple. But if you run into any trouble, click the Help link in the upper-right corner of the page.


Windows 8 and EarthLink Email

Microsoft Windows 8 operating system - Windows 8 start screenLast week we posted about Microsoft’s launch of the all-new Windows 8 operating system. We know that many of you may have already upgraded or will do so in the near future.

One change we’d like to prepare you for concerns your access to EarthLink email. The Windows 8 operating system no longer comes with Windows Live Mail pre-installed. The new email program does not allow POP email accounts like those from EarthLink to be configured.

If you are using Windows 8, you have three options for downloading your EarthLink POP email:

  • EarthLink Web Mail: The simplest way to get your EarthLink email is to use our Web Mail. Just open any web browser, go to and sign in with your EarthLink email address and password.
  • Add your EarthLink email address to Microsoft’s and then connect Outlook to the Windows 8 Mail app. Here’s how to do it:
  1. Log in to (If you don’t have a Microsoft account, create one.)
  2. Click the settings icon (looks like gears) in the upper right corner of the screen.
  3. Select More mail settings from the settings menu.
  4. Click Sending/receiving email from other accounts under Managing Your Account.
  5. Click the Add an email account link in the middle of the page.
  6. Click Advanced options.
  7. Configure your email settings by entering your POP server name (, unchecking SSL, choosing Port 587, and adding in your full email address and password. Then click Next.
  8. Select an folder for your EarthLink mail or have it come to your inbox. We recommend having it come to your inbox. Click Save when done.
  9. Verify your email address by clicking a link that comes in a confirmation email that Microsoft sends to your POP account. Your account should now show all the messages that are stored in your POP account.
  10. To associate and your EarthLink email with your Windows 8 computer, click the Windows 8 Mail app tile. Then select Accounts under Settings.
  11. Select Outlook.
  12. Enter your username and password then click Connect.

Adding Groups in your EarthLink WebMail

EarthLink WebMail is a great way to connect with loved ones, coworkers, and really anyone with an email address!  But sometimes you may find yourself wanting to contact an entire group of people (like relatives who are invited to a reunion), and it can get annoying to type everyone’s email address into each message you send.  This is why EarthLink provides “Groups.”  These are groupings of contacts that let you speedily send messages to the groups you want!  Here’s how you do it:


Once you are logged into to your email, click the “Create Mailing List” option.


Name your group. (For example, if you are creating a group of your relatives, you could call it “Family,” or “Work” if making a group of colleagues. NOTE: The group name can only include letters and numbers, so “My FR13ND$” would not be an accepted name (“My FRIENDS” would).


Click on the “Add People to Group” tab. Your current email contact list will appear, and you can check the box next to the names you would like to add to this group. When you are finished, click “done.”  Your group is now ready to be used!