FastMail.FM FAQ - Getting Help with FastMail.FM

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Questions

  1. How do I get help with FastMail.FM and learn more about the service?
  2. Can I get personal technical support?
  3. Is there more information about pricing, FastMail.FM background, future plans, and so forth?
  4. When should I post to the forum? What do I need to know before posting?
  5. How do I contact the developers or management of FastMail.FM?

Answers

  1. How do I get help with FastMail.FM and learn more about the service?
  2. The most common questions are answered here:

    There are 5 sources of information about FastMail.FM that you can use:

    If your question is not answered by the FAQ, and is not a suitable question for the forum, then you can directly email the developers. Full and enhanced subscribers can get technical support by email; all users can report bugs, request features, and get help with billing or upgrade issues. There is more information on support levels available. Remember that time spent answering users' questions is time that the developers are not working on improving the service, so do your best to answer your own question first. If you really need to contact the developers, use the links in the FastMail.FM support system.

    You may also find answers to your questions at the FastMail.FM Wiki. This is a rich source of information maintained by FastMail.FM users. If you find information not available in the Wiki, you can easily add it yourself!

    The many sources of information have been provided to help you get the most out of FastMail.FM many features; please take the time to read the FAQ and contribute to the forum if you would like to get best results from your use of the service.

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  3. Can I get personal technical support?
  4. Only Full and enhanced subscribers get free technical support for using FastMail.FM. This includes help with using the web interface, use of subdomains, filters/rules, and other FastMail.FM features. Personal technical support for email software such as Outlook Express is not provided--you will need to contact your software vendor for help in this area.

    All users can report bugs, request features, and get help with billing or upgrade issues.

    To request support, use the links in the FastMail.FM support system, or email customer support. If you require technical support but are not a Full or Enhanced member, please login to your account and click "Options" and then "Upgrade Account" to upgrade first.

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  5. Is there more information about pricing, FastMail.FM background, future plans, and so forth?
  6. To learn more about FastMail.FM, including pricing, see the About page. For future plans, see the Coming Enhancements page. For current bugs, see the known bugs page.

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  7. When should I post to the forum? What do I need to know before posting?
  8. The dedicated FastMail.FM Forums is one of the most exciting parts of the service. It's a bustling community of fellow users, with direct involvement from the FastMail.FM developers. It's is one of the most important sources for information regarding changes in the FastMail.FM service, a place to post suggestions, to get help with the service and to learn tricks that can make your email experience even more satisfying. The Forum is run by Emaildiscussions.com, a site independent from FastMail.FM, of which our Forums are only a small part. You are kindly asked to post FastMail.FM-specific issues within one of the FastMail.FM Forums, but feel free to look around the other Forums hosted there as well.

    However, before posting we'd like you to please keep in mind that many questions have already been answered, and many ideas have already been considered. So before posting, be sure to read the FAQ to see if your question is answered there already, and check the About page for information about FastMail.FM including pricing, and the Coming Enhancements page to learn about what plans are already on the drawing board. When you are on the forum, click the 'Search' button at the top of the screen to search for previous threads, to see if your question or idea has already been discussed. Also check out the Frequently Asked Questions post on the Forums, which contains some of the issues most often raised on there.

    There are three FastMail.FM Forums, each with a specific purpose. Please try to post in the Forum that best fits your question.


    FastMail.FM Help and Current Issues
    This forum is for users to help each other to solve any problems they are having using FastMail.FM. It's also the place to discuss problems such as outages, slowness or other similar issues.
    FastMail.FM Feature Requests
    This forum is for users to suggest additional features, and to discuss the possible design & implementation of new features.
    FastMail.FM General Discussions
    Everything that does not belong in the help or feature requests Forums goes here. This includes discussion about FastMail.FM policies, development (such as stylesheet development), FastMail.FM support sites like the Wiki, and so forth.

    The Forum is a great place to ask questions on just about everything FastMail.FM. There are both new users, and people who have contributed hundreds of posts, but you'll find everyone really helpful, especially if you show that you've done your homework by reading the FAQ and searching the forum archives first!

    If you know the answer to another question, be sure to help out and answer it. You'll find you'll get a lot out of contributing like this, and you'll also find that when you've got a question yourself others may be more helpful to you if you've contributed in the past. The FastMail.FM developers join the forum at 10pm GMT and 9am GMT.

    Well, that's all you need to know. Why not visit the Forum now?

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  9. How do I contact the developers or management of FastMail.FM?
  10. Before you contact us directly, please check the rich sources of information to ensure that your question has not already been answered, or your idea already considered. Also be sure to use the forum for general questions, ideas, or comments. If you've done both of these things, then contact us through the support system, keeping in mind the following important information:

    Without following these steps, we will not be able to assist you properly. If you have not made an effort to follow these steps, we may simply provide a link to this information so that you can re-submit your request in a more appropriate form.

    OK, now that you've read all this information, here's the address that you need to send the email to: support@fastmail.fm. You can also use the links in the FastMail.FM support system. The support system will help you direct your request to the relevant department. Requests to the support team are answered most days at around 10pm GMT and 9am GMT.

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