How do I recover my password?

Since it comes up fairly frequently, I’ve added this recent Q&A to the FAQ section of the blog.

Posted by: Judy   |   December 27, 2007 1:43 PM

I bet no one has ever done this before. I have my email address and password saved so that I don’t have to enter it when I check my emails and for some reason my computer at home lost that information. So now on my one computer at home, I can’t check my email any longer because I can’t remember my password.
I also have it all automatic on my computer at work so I can check it here but that doesn’t help me because I don’t know what my password is.
Can you help me find out what it is?

Sure, many people have done this before.
If you have forgotten your password, click on My Account at the top of any page. On that login page, there is a link under the password box that says, “I forgot my password.” Click that, and you will be able to provide answers to your security questions that you set up previously. You will then be asked to provide a new password, and change your existing password. Then you will have to use the new one for everything, and the places where you have the old one saved (like in your browser) will also need to be updated when the login fails.
You can also call customer support and ask them to recover the current password for you. They will ask your permission to retrieve it and read it to you. If you don’t want them to see it, follow my other instructions above.
Email Guy

What do the Forward options mean?

Some users have been confused by the new control for forwarding messages.
When you click on Forward, you now see two choices for how you would like to forward your message. These choices have always existed, but you could only change them in the Preferences and then use the same selection all the time. This didn’t meet the needs of many users, so we’ve exposed this option on the compose toolbar. For now you must make a selection each time you want to Forward a message. We will be improving this soon to give the best of both worlds, where you can change the choice inline, or use a single click to use your default choice.
Here’s what the two selections mean:     forward-click.gif
Inline text – this means that the original message text from the sender will be copied into your outgoing message body, and you will see it below what you are typing. This allows easy reference to what the sender said when you are responding to it. This option is most appropriate for regular message correspondence.
As attachment – this is the default forwarding type used by some other webmail services. It means that the original message will be sent along with your message, but as a file attachment. The recipient will not see the forwarded message in your message body, but will need to click on the attached file to view the original message. And if that message was re-forwarded several times, the reader might see a common “nesting” effect where you have to click down through several layers to get to the original. This is all controlled by how each subsequent sender handles the message. In the case of complex HTML emails with formatting and inline images, particularly newsletters, jokes with pictures, and things copied from web pages, you are safest using the “As Attachment” option to make sure your recipient gets the exact original message displayed as intended.
In both cases, any file attachments that came with the message you received and are now forwarding, are resent along with the new message. Don’t be confused by inline images that are actually remote links retrieved at viewing time only, those files are not included in the original message and not forwarded in your message. Depending on how the original sender set them up, they may or may not go through.
In most cases your selection of inline text or attachment has no effect on how attachments to the original message are handled. In some cases, depending on how well-behaved the email program used by the sender was, you may need to use “As attachment” in order to make sure all of the original content and files are included in your Forward. One major Web Mail service in particular seems to have this problem with their outgoing messages. So if you get reports of recipients not receiving your forwarded attachments, use the “As Attachment” option. Note that this potential problem only applies to forwarding a message already sent to you. When you create an original message and attach a file to it, that file will always be correctly sent to the recipient.
There have been a few reports from users with old browsers that the forwarding selector doesn’t work for them. The oldest browsers we test on and support are IE 5.5, Safari 1.3, and Firefox 1.5. On all other browsers (plus these) we test the most recent versions. If you are having trouble with a supported browser, try clearing your browser cache (delete temporary Internet files) and then restart your browser. If that fails, see if there is an update to your browser available for your operating system.

Why am I getting bounced messages I didn’t send?

A common technique used by unscrupulous spammers is to use a stolen email address in the From header of their message. Or a made-up one that happens to match yours. So your address might go out to thousands of mailboxes as a spam sender. Many of these messages will bounce since spammers use email lists that are often computer generated and guess at what are likely real addresses to send to. It’s common for spammers to guess potentially valid addresses by taking a common username and adding valid domains to it. For example, chances are there will be a ” bob@ ” at just about any provider’s domain. They send out so many that a lot of these guesses will hit. But when they don’t hit, some of the messages will bounce back to you, cluttering your mailbox with bounced messages you never sent in the first place.
This practice is fraudulent and illegal, and sometimes the culprits can be tracked down and stopped. But don’t count on it, as these scam artists usually relay their messages through compromised computers to cover their tracks. You can find more information, and report these incidents here.
Usually if you wait a few days the spammer will move on to using some other victim’s address and you will stop getting bombarded with these bounced messages. Unfortunately there isn’t much you can do but wait.
We have some ideas about ways to block most of these “fake” bounces and only accept real bounces. Fake bounces can usually be identified because the original message didn’t come from within EarthLink, but the spoofed address used by the spammer was an EarthLink address. We’re looking into a method called BATV which can identify these fake bounces for us. Look for an update on this later.
Don’t worry about the safety of your mailbox when this happens. Just because a spammer has used your address as the From line in their outgoing messages, does not in any way mean they have compromised your mailbox or have any access to your messages.

Does Web Mail support mobile devices?

Users often ask if they can access the EarthLink Web Mail site ( using the browser on their mobile phone or other hand-held device.
Generally the answer is no, as the browsers on most mobile devices are not supported by Web Mail. It may work for you in some cases but we don’t really support it, and the display format of Web Mail is not set up for small screens. However, your mailbox IS accessible from most mobile devices using the email software (POP3 application) that comes on the device. If your device has email software, then the settings to use are:

  • Outgoing server set to
  • Port for outgoing server set to 587
  • Authentication is required for sending (outgoing), and enter your full email address for the login, not just the username part.
  • Incoming server set to (or or pop.otherdomain). Account type is POP.

If your address is not then you can look up your exact server names here for any domain we support.
If your software does not allow setting the outgoing port to 587, you can try entering the server name as
all on that line. If that doesn’t work, you will have to use the outgoing mail server provided by your phone provider instead of
In the future we may provide a WAP site for accessing email from mobile browsers. In the meantime, use any email program on your mobile device instead of the browser.