Try RMail PRE-Crime Services – This article includes an overview of the most common questions and answers (Q&As) that explain the basics of RMail
- RMail Q&As
- Track & Prove Q&As
- Encryption Q&As
- E-Sign Q&As
- File Share Q&As
- Registered Receipt Q&As
- Other features and questions
RMail Q&As
Q: What is RMail?
A: RMail specializes in security and compliance, with its top-rated email encryption, auditable proof of privacy compliance, and certified e-delivery services.
Q: Why should I use RMail Registered Email Service?
A: To protect yourself and your business with RMail from common email excuses such as:
- “I didn’t receive the email.”
- “The email I received didn’t say that.”
- "There was no attachment in the email you sent.”
- “I didn’t get the message until after the deadline.”
- "Our IT department said we didn’t receive any emails from you.”
By sending your important messages with RMail, you can Track & Prove email delivery without requiring any action of the recipient. The sender has the option to send the message with a Registered Email banner and markings or “Unmarked”, with no banner or markings, making it appear as a standard email.
- Your Registered Receipt record proves delivery, time of delivery, and exact content. With standard email, delivery is uncertain.
- RMail lets you comply with digital privacy laws and other delivery requirements, with automatic proof of compliance for every email you send.
- Reduce costs associated with paper, printing, courier & postal delivery, legal fees, and labor.
Q: Do I need any software to use the RMail Registered Email service?
A: No. Senders may install and use one or more of the RMail Apps available online, or download one from the RMail website, or they may send RMail using a domain extension to the end of the recipient address with no software needed. Contact an RMail representative for more information.
Q: Do recipients need special software to open RMail Registered Email messages (including encrypted emails) or electronic signature requests?
A: No. Recipients just need a valid email address.
Q: Which are the available sending applications? Where can I download them?
A: RMail has a number of different Sending Applications (Sending Apps), each designed to work with a corresponding email platform or service, so pick the RMail application that corresponds with the way you send email:
- RPostOne for Outlook plug-in: It is downloaded and installed on your computer. Installing the RPostOne for Outlook app adds a “Send Registered” button to the mail compose window in Microsoft Outlook. This add-in also works with Microsoft 365 (if you install Microsoft Outlook onto your computer). The button will appear above the traditional “Send” button and allows the user to send RMail messages. Learn how to install RPostOne for Outlook in your desktop.
- RMail for Gmail: Learn how to install the extension for GMail.
- RMail for Outlook Online: Learn how to install the add-on for Outlook Online
- RMail online version: Allows anyone using a web browser to send an email through the RMail service with their existing email address. RMail Online works as an alternate composer and send pane. There is no need to set up a new email address or new email inbox. You can sign up for RMail Online by going to the main log in page https://app.rmail.com/home
All the Sending Apps can be downloaded from the RPost website here https://www.rmail.com/apps/
Learn here which are the available features by sending app.
Q: Can I install RPostOne for Outlook on an Apple Computer?
A: RMail has an Outlook Office 365 for Mac app. Once installed, a Send Registered button will appear in the compose page. Click on this link to download RMail for Mac.
Q: Can I send from my mobile devices?
A: Yes. RMail Online allows anyone using a web browser to send an email through using the RMail service with their existing email address. The RMail web app offers the most popular RMail email features, including Track and Prove, Encrypt, E-Sign, File Share and more. Each email sent through the RMail system returns legal and court-admissible open-tracking, proof-of-email-delivery, proof-of-privacy-compliance Registered Receipt™ and if sent for e-signature, a complete forensic audit-trail of the e-sign transaction. RMail Online works with your existing email account as an alternate composer and send pane. Learn more about RMail Online.
Note: You can also send from your mobile device when using RMail Gateway. To learn more about RMail Gateway and its pricing, please contact your RPost Customer Success or Sales representative.
Q: If I have multiple email addresses in Outlook, which one will RMail send from?
A: RPostOne for Outlook desktop is designed to only send emails from the default account email address. The email address that is associated with an RMail account should be designated as the default address.
Click here to learn how to change the default email account
Q: Does RMail store a copy of my email and attachments?
A: The RMail service does not permanently store sent emails or attachments. However, with some features, the email and/or attachments may be temporarily stored within the secure RMail system for a configurable time. These features include encryption with certain settings for Message Level Encryption, the e-sign service, and File Share. The temporary storage times may be adjusted within RPortal.
Q: What is the maximum attachment size per service?
A: - Track & Prove: 25MB
- Encryption: 25MB
- E-Sign: 10MB (5MB for .csv and .xls file types)
- File Share: 100MB (Default Plan), 1GB (Active Plans)
Q: How does RMail deal with spam filters?
A: Messages sent through the RMail service should not be flagged as spam any more than a regular email. If a message is rejected by a spam filter outright, the Registered Receipt email may indicate Delivery Failure. If a message is delivered but classified as spam by a local spam filter, the Registered Receipt email may indicate Delivered to Mail Server. Importantly, even if RMail messages end up in spam, it does not affect the validity of the Registered Receipt, which can still be used as proof of successful email delivery.
Q: What´s a unit? I have ** units for RMail, how many emails can I send for ** units?
A: A unit is defined based on the plan and is based on the number of recipients and message size.
- Paid accounts: 1 Unit = 1 recipient per 5MB in cumulative message size.
Example: If an email is sent to three people and the cumulative message size is 3MB, the email would deduct 3 units from the sender’s plan.
- Trial accounts: 1 Unit = Up to 10 recipients up to 25MB in cumulative message size, depending on the feature used.
Example: If an email is sent to 12 people and the cumulative message size is 3MB, the email would deduct 2 units from the sender’s trial plan because the message had more than 10 recipients.
- Maximum number of recipients per send: 100 (may vary by App).
Note: Additional recipients in the To, Cc, and/or Bcc fields count as additional RMail units.
See Other features and questions below to learn about RMail Plans, Service Parameters & Limitations.
Q: After/while sending an RMail message, I receive a notice saying I was unauthorized/ran out of units. How do I upgrade my plan?
A: The first step to resolve this is to ensure the user is logged in using the email account for which the service was purchased. If the email address is not the one the service is subscribed, log out and log back in using the correct email address. If the address is correct, the user may do one of three things:
- Contact the customer admin and let them know to upgrade the user.
- Have the user purchase a larger plan on the RMail website.
- Contact the Customer Success Manager assigned to the account to assist with an upgrade.
Q: Is RPost HIPAA compliant?
A: Yes. The sender receives verifiable and auditable proof of compliance with regulated (HIPAA, FSA, GLB, FDCPA, etc.) encrypted delivery requirements.
Track & Prove Q&As
Q: What is an RMail Registered Email message?
A: An RMail Registered Email message is an email that allows the sender to legally track and prove sending, delivery, content and time sent and delivered to recipients. The service returns to the sender, for each RMail message sent regardless of the feature used, a Registered Receipt email containing this proof for peace of mind and protection from potential disputes. The receipt is a robust record that cryptographically stores the message data and associated delivery audit trail and may be verified to the address verify@r1.rpost.net, at any time to prove its authenticity. When verified, the submitter receives back a “Receipt Authentication” email which contains a trusted copy of the details and logs of the entire transaction.
Click here to learn more about the Registered Receipt
Click here to watch a short video about How to prove and authenticate email delivery using RMail.
Q: What status would count as my legal proof of sending and delivery?
A: The Registered Receipt email contains several sections to indicate the entire transaction including proof of sending and proof of delivery. The legal proof of sending is indicated in the Message Envelope section in the row labeled, Received by RMail System. This is the time the email left the sender’s network and was accepted by the RMail system for processing. The legal proof of delivery is located in the Delivery Status table with a Status column containing the level of delivery. RMail uses algorithms to translate the SMTP and additional transmission data for a clear indication of the status of the message. The delivery status is unique for each recipient with one of four statuses available:
- Delivered and Opened (legally delivered): This status means the email was opened between the time the email was delivered to the recipient and the time the Registered Receipt email was issued. If an email is opened after the receipt is issued and within 30-days the email was sent, the sender may receive an Open Receipt. This is the highest level of delivery.
- Delivered to Mailbox (legally delivered): This status means the email was received by the recipient’s mail system and placed in the partition of the mail server where the recipient collects email. This is the second highest level of delivery.
- Delivered/Relayed to Mail Server (legally delivered): This status means the message was delivered, and accepted, by the recipient’s authorized agent for collecting Internet email. This is the baseline for delivery of an email.
- Delivery Failure: This is the only non-delivery status. The email was unable to be delivered to the recipient. Possible reasons for this status include but not limited to the following:
The recipient mailbox is full.
The email was sent to a bad address.
The email was too large for the recipient’s set maximum size.
The recipient’s email system is down at the time of receiving.
Click here to learn more about the Receipt Authentication Email
Q: Will the recipient know I am tracking the email?
A: The sender has the option to send a Track & Prove message with a Registered Email banner and markings or Unmarked, with no banner or markings, making it appear as a standard email. If the Unmarked option is selected, no Registered Email banner will appear on the email. There may be cases where the sender may want to have a record where the email was sent, delivered, and retain the proof of content in the Registered Receipt email but they do not want the recipient to see the banner and markings. To learn more read this article about Track & Prove Sending options.
Encryption Q&As
Q: What is an encrypted email?
A: Email encryption disguises the content of email messages to protect sensitive information from being read by parties other than intended recipients.
Q: Can I send encrypted email using the RMail Registered Email service?
A: YES. RMail uses 256-bit AES encryption to protect your sensitive emails and attachments. With options for secure end-to-end delivery, RMail lets you rest assured that your secure email message will only be read by its intended recipients.
To learn more read the following article about the Encryption feature.
Q: When would I need to encrypt an email?
A: Senders are advised to encrypt emails when they include personally identifiable information (PII) or emails that fall under the Health Insurance Portability and Accountability Act of 1996 (HIPAA), and General Data Protection Regulation (GDPR), among other privacy related regulations or requirements. Please contact legal counsel for specific information based on your industry or sending information.
Q: Can I encrypt a document that I want to get electronically signed?
A: Yes. Many RMail features and services may be combined including Encryption and E-sign.
Q: How do recipients of an encrypted RMail reply to me encrypted?
A: The RMail encryption service delivers the email either using Transmission Encryption or Message Level Encryption.
- Transmission Encryption: Recipients will receive an encrypted email sent via Transport Layer Security (TLS) which allows the recipient to open and view the message using their email client. Located at the top of the email is a Click Here link to reply securely. When clicked, a new tab on the default browser opens with a new compose page allowing the recipient to reply back to the sender encrypted.
- Message Level Encryption: Recipients receive an AES encrypted and password protected PDF with the message body and attachment access within the PDF. At the top of the encrypted PDF is a link titled Secure Reply which opens a new tab on the default browser, with a new compose page, allowing the recipient to reply back to the sender encrypted.
Note: In both cases the original email body is kept off the encrypted reply by design to reduce any downstream data breaches which can sometimes happen with long email chains.
Click here to learn more about the Secure Reply feature
Q: What is TLS?
A: Transport Layer Security (TLS) is a successor to Secure Sockets Layer protocol (SSL). TLS provides secure communications over the Internet for such things as e-mail and other data transfers. It enables privacy, integrity and protection for the data that's transmitted between different nodes, or mail servers over the Internet.
The TLS Handshake Protocol enables the client and server to authenticate each other and select an encryption algorithm prior to sending the data. When a server and client communicate, TLS protocol ensures that no third party may eavesdrop, tamper with any message, and message forgery.
RMail sends all messages by TLS by default. If the recipient is not able to receive emails by TLS, RMail delivers the message over a non-secure connection except with the RMail Encryption service where a 256-bit AES encrypted PDF wrapper protects the sender’s email and attachments.
Q: Do all emails automatically encrypt?
A: Not all emails are transmitted encrypted, but there are two methods by which the customer could configure it to be, if desired.
When using Outlook:
Companies and senders have two options to configure the plug-in to show new default settings on the feature dialog window:
- Change the options on the local Outlook by following the steps below:
1. In the Outlook Inbox select File.
2. Press RMail Settings.
3. Change the defaults from the options panel user interface.
- Contact RMail for a company-wide deployment with new custom defaults using an XML configuration file by completing the support form at: https://support.rpost.com
Read the following article to learn more about pre-setting certain features using RMail app for Outlook
When using Security Gateway:
Contact RMail for a company-wide deployment of the RMail Security Gateway by completing the support form at: https://support.rpost.com
Q: The RMail encryption service is requesting my recipient a password even though I sent the email using Transmission Encryption which should not require a password.
A: Transmission Encryption sends the email to the recipient via Transport Layer Security (TLS) which allows the recipient to open and view the message using their email client. If the recipient’s mail servers are not configured to accept TLS, the RMail encryption services will fall back to Message Level Encryption and the recipients will receive an AES encrypted and password protected PDF with the message body and attachment access within the PDF.
Read the following article to learn more about the Encryption methods.
Q: The emails I sent encrypted are less than 25MB in size using RPostOne for Outlook, why was it bounced by my server saying it exceeded the supported size?
A: Depending on the RMail encryption settings in RPostOne for Outlook, the email may be encrypted locally on the sender’s machine. When encrypted locally, there is an added weight of the email due to the encryption of the email and attachments. This added weight may put the email above the sending threshold of the sending servers. There are two solutions:
- Use the RMail File Share feature for large messages.
- Users may deselect Local Encryption in the Advanced tab in the Global Options section of RPostOne for Outlook. This action will result in the email being transmitted from the sender to RMail without local encryption, instead relying on the Transport Layer Security (TLS) connection between the sender's mail server and the RMail system. Read this article to learn more about Encryption advanced settings.
Q: I sent an encrypted RMail message using RPostOne for Outlook, but the Sent item is blank inside/is disappearing from my sent items.
A: When sending emails with the default setting of Local Encryption enabled, it takes roughly 30-seconds for the email in the sent items folder to display as sent due to the post-processing actions. If the issue persists, please try the following steps:
- Update RPostOne for Outlook from the Apps section on the RMail website.
- If the issue continues, disable the Local Encryption setting from the Advanced tab in the global options section of the RMail app for Outlook. Note: the sender must transmit emails using Transport Layer Security (TLS) for the email to be secure.
- If the issue continues, disable the Local Encryption and Simple MAPI settings from the Advanced tab in the global options section of the RMail app for Outlook. Note: the sent item may retain some of the transmission data in the message headers but these are not visible to the recipient.
Read this article to learn more about Encryption advanced settings
Q: I sent an encrypted email with attachments using the Message Level Encryption setting. Why are my recipients unable to view the attachments?
A: The RMail encryption service has three settings for viewing attachments while sending using the Message Level Encryption feature. The settings are controlled in RPortal’s Encryption tab with the feature labeled Encryption Attachment Option.
- Located in the PDF: The attachments are stored within the encrypted PDF and may be accessed using the paper clip button within PDF readers. Note: A web browser PDF viewer will not be able to access the embedded attachments. Click on the following link for more information about finding the attachments located in a PDF
- Located in the Secure RMail Web Portal: The attachments are stored online and may be accessed by clicking the “Attachments” button within the encrypted PDF.
- Both: The attachments are located in both the PDF and within the secure web portal.
E-Sign Q&As
Q: Can I send a document to multiple people to electronically sign?
A: Yes. Documents may be sent to one or more people to electronically sign. When sending documents to multiple recipients, users may select between two signing order options: first-come-first-sign or sequential signing. The signed contract is returned to all parties.
Q: When I send an agreement for signature to multiple signers, can I track who has signed the document?
A: Yes. RMail E-Sign services track the specific activity of each signer.
Q: Are documents sent for electronic signature considered legally signed?
A: RMail has a broad set of electronic signature services suiting specific situations and workflows. The signed document includes time-stamping with electronic signature. RMail has the most robust legally accepted records of the signature event including the audit trail which can be authenticated if challenged.
Q: Why is my local timestamp on e-sign wrong? How can I change that?
A: The RMail service (Track & Prove, Encrypt, E-Sign and File Share) uses the sender’s desktop time configuration and other methods to detect the sender’s local time zone. If the sender is traveling or there are other reasons causing an incorrect local time zone, the services may automatically default to Coordinated Universal Time (UTC). A customer may change the local time zone from within the RPortal console manually if required.
File Share Q&As
Q: What is the largest file I can send with RMail?
A: The maximum cumulative attachment size for the RMail service is typically 25MB, depending on the features used. If the large file transfer service, File Share, is used, emails up to 1GB may be sent depending on the sender’s plan.
See Other features and questions below to learn about RMail Plans, Service Parameters & Limitations
Q: How long are File Share files available for download?
A: The default time for recipients to download files sent using the File Share service is 14 days. The number of days is configurable up to 90 days with paid plans and may be adjusted from within the File Share tab in RPortal.
Click on this link to learn more about the File Share feature.
Q: Can my recipients also send me large files?
A: Depending on the features used at the time of sending, recipients may reply to the sender using the RMail service. These features include RMail Encryption and Register Reply. Recipients that would like to send large files may create a free account by either downloading one of the RMail apps which offers the File Share feature, like the RMail app for Outlook, or create an RMail Online account using the following link: https://app.rmail.com/home
Q: Are copies of attachments sent using File Share saved in my sent items folder?
A: Emails sent using the File Share feature can be much larger than can be stored in traditional mail clients. Therefore, the email in the Sent folder contains the email body and a list of attachments sent but not the attached files themselves.
Learn more by reading this article about the File Share feature.
Registered Receipt Q&As
Q: What is the Registered Receipt email?
A: All messages sent using the RMail service are transmitted as Registered Email™ messages and return a Registered Receipt™ email. For each message sent, the sender receives the Registered Receipt™ email record within two hours of sending, depending on several factors including the number of recipients, whether the email was detected as opened by the recipients, and if there is a Delivery Failure status for any of the recipients. The Registered Receipt is a self-contained record of proof of delivery with delivery timestamps, open tracking, proof of content delivered, and proof of encrypted delivery. The attached HTMLReceipt.htm file contains a digitally signed copy of the original email, attachments, audit trail, delivery information, digital fingerprints, and official times. This information is cryptographically signed and embedded in the Registered Receipt email with no copy stored in the RPost Cloud.
The Registered Receipt e-mail, because it can be provided to third parties and used to authenticate the content and attachments to the e-mail, may be retained by creditors to enable access to parties entitled to access to the records for the period required by law, which satisfies the E-Sign Act’s access requirements.
To learn more about this feature, click on the link to watch a short video on the RMail Registered Receipt.
Q: How long do you have to authenticate a Registered Receipt?
A: Registered Receipts can be authenticated for as long as you have a copy of that Receipt. The Registered Receipt e-mail has the capability to authenticate and accurately reproduce the original e-mail and attachments, including any attached disclosures, which satisfies the E-Sign Act’s retention and accurate reproduction requirements.
In case of a dispute or question involving an RMail message, the receipt may be authenticated anytime by forwarding it to the verification address verify@r1.rpost.net. The Receipt Authentication is sent to both the submitter of the receipt and the original sender of the RMail message.
Click here to learn more about the Registered Receipt Authentication.
Q: I haven't received a Registered Receipt email, but instead an email with a link asking me to download it via File Share.
A: The Registered Receipt email is self-contained and includes the original email associated with the message, cryptographically sealed to maintain its integrity. Therefore, the receipt may be larger than the original email sent. If the email is too large to transmit, with the default value of 20MB or larger, the receipt is transmitted using the RMail File Share feature which has a link for the sender to download the receipt which is valid for 30 days. The threshold may be adjusted using the File Share setting in RPortal with the name Automatically send REGISTERED RECEIPT email by File Share when over this size.
Q: Why do my Registered Receipt emails not show that my email was opened even though I know it was?
A: The Registered Receipt emails are returned to the sender within two hours or less, depending on several factors. If the email was not opened within the two hours of sending, the Registered Receipt email may be returned without noting the email was opened by the recipients. If the email is opened after the two hours and before 30 days of the sending date, the sender may be issued a Delivered and Opened receipt. In some cases, the email may have been opened but the RMail system was unable to detect opening. In these cases, the Registered Receipt email may have a delivery status for the recipients of Delivered to Mailbox or Delivered to Mail Server. In all cases, whether an email was opened, deleted, or viewed in the preview panel of some mail clients, the recipient will receive the Registered Receipt email for their protection and records. Click on this link for more information about the Open Receipt.
Q: Why didn’t I receive a Delivered and Opened receipt when I know it was opened?
A: If the Registered Receipt email displays Opened in the Delivery Status table, then no Delivered and Opened Receipt will be generated for that recipient. Alternatively, the RMail system may have not been able to track an opening for that specific email or recipient. Click on the link below for more information.
Click on the link below for more information about the Open Receipt.
Q: Is it possible to copy or re-route the Registered Receipt emails to another address as part of a workflow process?
A: Users may opt to copy or re-route system emails like Registered Receipt emails, signed contract emails, Acknowledgement emails and notices to any non-webmail address owned by the sender or sender’s organization from within the Email Routing tab in RPortal. Click on this link below for more information about re-routing the Registered Receipt.
Q: I am receiving a Delivery Failed status for one of my recipients in the Registered Receipt email and the recipient is not receiving the email. What should I do?
A: RMail messages should not be flagged as spam or blocked any more than a regular email with the same content. Customers experiencing over-active recipient mail filtering software or settings may set up DKIM and implementing an SPF record. Click on the following link to learn more about how to set up DKIM.
Other features and questions
Q: Can I tag an RMail message with a client or reference code for email management or cost recovery?
A: Yes. The Client/Reference Code option available on many RMail Apps can be used to tag an email with a specific client or reference code. This code is not visible to the recipient and can be viewed on the Registered Receipt email and the usage reports.
To learn more about this feature, please click here to read our help center article on The Client / Reference Code.
Q: How can I turn off the RMail Recommends pop up?
A: The RMail Recommends feature automates RMail security and privacy features to ensure compliance. Using predictive technologies at the point of sending, RMail Recommends helps customers by recommending or requiring RMail protections on an otherwise non-protected email.
Read the following article to learn more about RMail Recommends.
Q: Can I redact text in an attachment?
A: RMail Protect-the-Thread is a set of features and functionalities that empower email senders to protect their content for the future life of the thread, regardless of whether the email is forwarded, or recipients mistakenly reply to all. The text to be redacted needs to be in the body of the email and not the attachments.
Click on this link for more information about RMail Redact.
Q: I forgot my password, how do I reset it?
A: The RMail password a user creates works with both RMail and RSign. If a user changes the password in one platform, it will need to be updated in the other. If a user forgets their password, it may be reset either from the RMail app for Outlook or from RMail Online. Click on the links below for more information:
How to reset my password from RMail app for Outlook or RMail Online.
Q: I would like to set my default settings in a way so the RMail options pop-up does not appear. How do I do that with RPostOne for Outlook?
A: There are two ways to send an RMail message using the RMail app for Outlook without having the feature pop-up appear.
- In the RPostOne for Outlook global options settings panel, click on the Advanced tab and select one of the quick send settings based on the desired feature. Read the following article to learn more about RMail Advanced Settings.
- Contact your RMail professional services representative to configure more advanced settings combined with the options pop-up not displaying.
Q: I'm having issues receiving Acknowledgements, Registered Receipts, and RPost emails.
A: If emails coming from the RMail system are being blocked by the sender’s mail filter and they are not in the Junk/Spam folder or a quarantine inbox, it is recommended to whitelist the RMail domain or IPs to set the RMail system as a safe sender. Please click on this link to learn how to whitelist the RMail domain.
Q: I installed RPostOne for Outlook, but the Send Registered button is missing.
A: When installing RPostOne for Outlook, it is important that Outlook is closed. If the Send Registered button is not visible on the compose page, please try the following:
1. Restart your computer.
2. Make sure your full Outlook ribbon is visible.
3. Make sure you are using the correct bit version of Office as the app installed (32 or 64-bit). See next question to learn How to determine & download the correct version of RPostOne for Outlook.
Q: How do I determine and download the correct RPostOne for Outlook version?
A: Microsoft Office has two bit versions available for Microsoft Outlook, 32-bit and 64-bit.
- If you have Outlook 2007 then you have 32-bit Outlook. Outlook 2007 only comes in a 32-bit package.
- If you have Outlook 2010, 2013 or 2016, you should check which version you have prior to the download & installation of RPostOne for Outlook.
From the Inbox, follow these steps to determine which bit version you have installed:
1. In the Outlook inbox, press File.
2. If you see Help in that column, then you have Outlook 2010. Click on Help and you can see whether you have 32-bit or 64-bit Outlook after the version number.
3. If you don’t see Help, click on Office Account, then press the About Microsoft Outlook button and you will be able to see whether you have 32-bit or 64-bit Outlook after the version number.
Once you have determined which bit version you need, you are ready to download the correct version of RMail.
Note: RPostOne for Outlook works on both 32-bit and 64-bit versions of Windows so the Windows bit version is not relevant.
Q: I am using the RMail app for Gmail (Chrome) and am receiving a red banner saying am unauthorized.
A: If there are issues installing the RMail app for Gmail (Chrome extension), the sender may solve this by uninstalling the extension, clearing the browser cache and cookies and reinstalling the program. Click on this link about the missing Gmail button for additional tips.
Q: I have multiple email addresses in my Outlook and after sending an RMail messages, the sent item is stored in the wrong Sent folder.
A: Please make sure the Default Address in Outlook matches the default address in the Data Files tab of Outlook's Account Settings. Click on this link for more information on when sent emails appear in the wrong folder.
Q: I noticed that my RMail messages are routed through a server in Germany, is this expected?
A: All emails by default are routed through one of the RMail infrastructures which is located in Frankfurt, Germany. Please contact your Customer Success Representative if to discuss geographic email routing options.
Q: I changed my last name and email address; can I update my email address in the system?
A: Modifying the username (email address) cannot be done through an automated process. The only way to accomplish this is through the professional services team and involves data migration. Please note that changing usernames is considered a Professional Service task and is subject to associated costs.
Click here to learn how to change your default email address in Outlook.
Q: What is the difference between UTC and Local times?
A: The RMail service records times of delivery and opening in both UTC and Local times on the Acknowledgement, Registered Receipt™ and Open Receipt emails. The UTC time is short for the Coordinated Universal Time described here http://www.rmail.com/resources/coordinated-universal-time/.
1. Delivered UTC Time: This is the time RMail determined the email had been successfully delivered at least to the recipient’s mail sever or mailbox, with the time noted using the Universal Coordinated Time standard. This is Greenwich Mean Time (GMT) without the daylight savings adjustments.
2. Delivered Local Time: This is the conversion of Delivered UTC time into the sender’s local time, as RMail determines from sources provided to RPost. The local time of the sender is determined by the time zone that the sender’s mail transport server reports as local time. For some, this is set by the sender’s IT administrator if they manage the server in-house. For those that use a mail service provider or ISP, this local time would be the time that the email provider or ISP reports as local. Some sending servers will pass along the local time set in the sender’s email program/client, but in this case, what is reported is still *controlled* by sending mail server. For example, Yahoo users’ local time is always GMT, but Gmail uses the local time of the sender’s mail program.
3. Delivered & Opened Local Time: The time zone is determined through the same process as noted above in Delivered Local but in this case, is the time the email was opened and viewed in the recipient’s email program.
Q: What is Metadata?
A: Metadata is a summary of basic information about data, like a document or spreadsheet, which can make finding and working with the instances of data easier. An example of basic document metadata is author, date created and date modified and file size. Having the ability to filter through that metadata makes it much easier for someone to locate a specific document.
Q: What are RMail Plans, Service Parameters & Limitations?
A: Click on this link to learn about RMail Plans, service parameters and limitations.
For further details and parameter descriptions, refer to the RPost Standard Service Level Agreement. https://www.rmail.com/service-level-agreement/