Contact Number:
1-800-288-8836

Technical Support or Trouble Tickets:
If you have any technical questions or problems, Please click here and submit a ticket.

Update Your Credit Card Information:
To update your payment information please click the link below and log-in to your account:
https://vault.iqwebmail.com/accounts/login

FAQ's for iQWebmail & iQVault

Question 1 : How do I transfer my unsafe (open text) documents or photos from my regular email account to my iQWebmail account?

Answer 1 : Follow this straight forward process:

Click Here

Note: please make sure that the total size of your upload is less than 10MB.

Question 2 : Now that I have successfully stored my data on iQVault, how do I share it with someone?

Answer 2 : Please note that iQWebmail and iQVault are closed networks and you can only share encrypted data with other iQ users, however if you'd like to share your data with non iQ users, simply select the item and download it to your desktop, now it will be an open text file and you can share it with anyone. If you'd like to share your encrypted data with another iQWebmail user, please follow these steps:

• Select the file by checking the box next to the file.
• Go to the "Send Selected to Inbox" button and click it.
• Go to your inbox in your iQWebmail. You will see the file attached to your email.
• Click the checkbox next to the email and than click on the "Forward" button.
• Fill in "To" field with desired email addresses.
• Hit "Send" button.

Now you have successfully shared your document or photo with another iQWebmail user.

Question 3 : What do I do if I forget or lose my password and/or User ID?

Answer 3 : In order to obtain a lost password or user ID , simply click the "Forget Password" button and follow the prompts. The new password or user ID will be emailed shortly to your alternate email address.

Question 4 : How do I change my password?

Answer 4 : There is an option located at the top of your window marked "Change Password". Enter in your new password in the first box and then re-enter the same password into the second box. Then hit the "Change Password" button to confirm this change. Next time you log into your account use your new password.

Question 5 : Can I send or receive emails from outside of the iQWebmail network? If so, what kind of exposure does it create?

Answer 5 : No, iQWebmail is a closed network and only iQWebmail users can send or receive emails from one another.

Question 6 : Do my attachments encrypt along with my message or are they sent in clear-text?

Answer 6 : Your attachments will be encrypted using the same level of encryption as your email message. All you need to do is attach the desired file and all encryption is done on the back-end once you hit the "Send" button.

Question 7 : How do I attach a file? Is there a maximum size for files that I can attach?

Answer 7 : To attach a file to an email: There is an attachment option located at the very bottom of the compose window. Select the "Browse" button to search for the desired attachment. Once you have selected the appropriate file, click on the "Add" button to upload this file to your email. The maximum size for attachments is 10MB

Question 8 : Is there a specific length of time that emails will be stored in my account before they will be automatically deleted?

Answer 8 : No, iQWebmail allows the user to act as their own administrator of their account. Therefore, you will be allowed to keep emails in your account for however long your account is active with us. Of course, the more emails that you have stored in your account the more space will be taken up and if there is a very large volume of emails and files, you may experience a slower loading time. To avoid this problem, users should regularly "sweep" their account and delete any emails or files that they do not need to retrieve anymore. In addition, emails that are deleted will be sent to your trash and thus still stored on your account, adding to your storage space. Therefore, users should also regularly "purge" their trash and empty it of its contents. The button to purge the entire contents of your trash is located right next to your trash folder icon. Once emails have been purged from the trash, they will be permanently deleted. There is a storage capacity gauge bar located at the very bottom of your main folder lists, which will prompt you at 75% storage; highlighted in yellow. At 100% storage, this bar will turn red.

Question 9 : Will my account ever be deactivated due to inactivity?

Answer 9 : No, for those iQWebmail account users that have signed our year contract (which you have agreed to by submitting a sign-up form) your account will not be deleted due to inactivity. Further, you will be notified of contract renewal after your first year is up. If you decide not to renew your iQWebmail service, your account will be deleted.

Question 10 : My mailbox gauge is at 75% and has turned yellow, what is wrong?

Answer 10 : Your mailbox gauge is notifying you that your account is at 75% capacity for overall storage space in iQWebmail and IQVault. In order to get your mailbox storage capacity to a lower percentage, you will need to delete some of your stored emails. This can take place from emails in your inbox, sent box, trash, or any other folder where you have stored emails that you no longer need. To delete emails in your inbox, click on the small box next to the email you want to delete. Once you have check marked all the emails you wish to deleted then select the "Delete" option from the tabs above. This will send these emails to your trash folder. You can empty the entire contents of your trash easily by clicking on the "Purge Trash" option located next to your "Trash" folder icon on the left hand side of your window. You could also choose to delete some documents from your iQVault. Another option is to purchase additional storage space for your iQ account. You can do so by contacting an iQWebmail sales team representative at 1-800-288-8836.

Question 11 : My mailbox gauge is red, what is wrong?

Answer 11 : You have reached your maximum 1GB storage space and will need to delete emails or documents from your account to free up space. Please refer to Answer 10 for instructions on how to delete emails. For additional storage space, please contact one of our sales team representatives at 1-800-288-8836.

Question 12 : How many documents can I store in my iQVault in 1 gigabyte of storage space?

Answer 12 : This depends on the size and type of information you are storing in your iQVault. One gigabyte (gb) is 1000 megabytes (mb). A single document page takes between 1-3 mb. This means you could store over 300 pages of information ! A photograph is 2-12mb up to 12 megapixels resolution. A Microsoft Power Presentation takes 5-15 mb. You can purchase additional iQ Services storage as needed. iQ Webmail provides a "Storage Utilization" bar graph on your iQWemail page that shows how much storage you are using in your iQVault and iQWebmail.

Question 13 : What if someone tried to send in a virus? What happens?

Answer 13 : If a virus were sent through the iQWebmail network it would NOT affect or harm the iQWebmail servers or network because everything that is exchanged is encrypted. However, if an intended recipient of a virus chooses to download and decrypt the infected file, they run the risk of harming their computer.

Question 14 : Should I worry about receiving SPAM?

Answer 14 : No. Because we have a private network, the only emails that you will receive and decrypt will be those generated within the iQWebmail network. This translates to the complete elimination of spam, as you will never receive emails from an unknown source! NOTE: If you have submitted a key exchange request and have initiated email exchange with someone outside of the network, you may be subject to spam from this email address only. Therefore, be aware that any voluntary key exchange with someone outside of the iQWebmail network creates a "hole".

Question 15 : The system is down, and I can't access my email, what should I do?

Answer 15 : We have a toll free customer service number where you can call to inquire about a potential network problem. This number is 1-800- 933-3236 and is available Monday through Friday from 7 AM to 4 PM PST (10 AM to 7 PM EST). You may also log a support ticket on our support page.

Question 16 : I have downloaded an encrypted file to my desktop and now I am unable to open it, what can I do?

Answer 16 : You will need to send this file to your iQWebmail account in order for it to be decrypted and readable. Log into your account and compose an email to yourself with the file that you cannot read as an attachment. Then access this email through your iQWebmail account and open the file. Once the file has been decrypted into clear text, save it onto your desktop or wherever the intended location on your computer is.

NOTE: Any file that is removed from the iQWebmail network in decrypted form has the potential of being accessed by an unauthorized user. Therefore, the iQWebmail user must use caution when saving files in clear text onto their desktop.

Question 17 : How do I set up a distribution list?

Answer 17 : There is a tab located at the top of your browser window labeled "Distribution List". By clicking on this you will be brought to another page where you can begin creating your distribution lists. Start by clicking on the link "New List" located under the heading "Distribution Lists". The first box is where you will need a unique name for the list of contacts in your distribution list that you are about to create (i.e. "Sales Team-LA Office"). In the following box, enter the names and email addresses for all of the contacts that you would like included in this particular list. Once you have finished entering all of the names and addresses, click on the "Create List" button at the bottom of the page. You will then see the list that you just created in your distribution lists box. You may also view, edit, and/or delete previous lists that you have created by clicking on the red linked tabs located to the right of your list. To send emails to these list, you need only to type the name given to your distribution list in the "To" or "CC" field when composing an email. The field will automatically expand and send to all members in your distribution list once submitted.

Question 18 : have a billing question. To whom or where do I direct it?

Answer 18 : All billing questions related to your personal iQWebmail account can be directed to our customer service number or by submitting a ticket via our support page. Our customer service number is 1-800-933-3236 and is manned Monday through Friday 7 AM 4 PM PST (10 AM to 7 PM EST.)

Question 19 : How do I create, rename or delete Folders?

Answer 19 : Click on the "Folders" tab located at the top of your browser window. The page will allow you to create, rename, and/or delete folders.

TO CREATE: In the first box enter in the desired name for the folder in which you would like to create (i.e. Billing Invoices). You can also create this folder as a subfolder of an already previously created folder or as a master folder containing subfolders. If you want it to be a subfolder of another folder, choose the folder from the drop down menu. If you would like the folder you are currently creating to have subfolders, select the box that says "Let This Folder Contain Subfolders". Once you have finished, click on the "Create Folder" button.

TO RENAME: Select from the drop down menu which folder you would like to rename. Click on the "Rename" button. Then enter the new name you would like this folder to be labeled as.

TO DELETE: Select from the drop down menu which folder it is that you would like to delete. Click on the "Delete Folder" button, which will then prompt you to confirm the deletion of this folder, including all of its subfolders (if it has any).

NOTE: In order to see recently made changes reflected in your Folder menu bar on the left hand side, you will need to click on the "Refresh Folders" tab located above your "Inbox" tab.

Question 20 : What do I do if I need to cancel my account?

Answer 20 : You can call and speak with someone at customer service. This number is 1-800-933-3236. We are available to help you Monday through Friday from 7 AM to 4 PM PST (10 AM to 7 PM EST). You also can submit a ticket via our support page. Please indicate "Cancel Account" in subject field.

Question 21 : I am having technical problems with my account, where can I go for troubleshooting help?

Answer 21 : You have two options. We have an online live chat, where you can send an instant message to one of our technical personnel members at support.iqwebmail.com on Monday through Friday from 7 AM to 4 PM PST (10 AM to 7 PM EST). You can also call us directly at 1- 800-933-3236, Monday through Friday from 7 AM to 4 PM PST (10 AM to 7 PM EST) and someone at our customer support desk can help you.

Question 22 : How do I customize the look of my iQWebmail account?

Answer 22 : iQWebmail offers a wide variety of personal options to fit the look and feel you desire for your webmail account. Once you are logged into your account, click on the "Options" button located at the top of your webmail browser window. From here, you will be able to update and/or change your personal information, change the way messages are displayed in your inbox, change folder preferences, as well as access a wide variety of options to personalize your iQWebmail account.

Question 23 : What do I do if I think my iQWebmail account has been compromised?

Answer 23 : Please either call us at 1-800-933-3236 or submit a ticket via our support page and indicate "Account Compromised". We will immediately begin an investigation of your account.