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4th June - IMPORTANT - Customer Update

Thursday 4th June 2015

Dear Customers,

Thank you for your continued support and understanding. We really value your business and are doing our best to support all our customers.

As you may be aware; there have been a few post Migration issues, but most of these have been resolved. However, because of the huge backlog of tickets we may not get around quickly enough to answer all of them.

Please Note: We will respond to ALL tickets eventually.

We are sorry that it's taken longer than we and you would normally expect. 

So we are posting this status update with the list of most common resolved issues.

Please click the relevant link below to read an update on that specific subject.

1. Issues with Control Panel Login

2. Older Emails for most accounts have been restored

3. Commonly reported Domain Forwarding Issues

4. Concerns with insecure Login pages and no SSL on the websites

5. Business Email package - Costs £3.38 a year per email account

6. Email Account Passwords and How to Change them

7. Commonly reported Email Hosting issues

8. Most issues with regards to DNS have also been rectified

 

Your patience and co-operation is appreciated.

In case you still have concerns you can also send us an email at support@freeparking.co.uk.

Regards,
Freeparking Support

 

 

 

 

 

 

 

 

 

 

1. Issues with Control Panel Login

Some customers are still facing issues logging into their Control Panel. In most cases it is because of one of the 3 reasons mentioned below :

A. You are using the wrong Login URL :

If you are a Customer based out of UK, you can use the below Login URL :

http://manage.freeparking.co.uk/customer

Customers from the rest of the world can use :

http://manage.freeparking.com/customer 

You will need to login using your Email Address and NOT the username that you had with Freeparking. Once you visit either of the URLs mentioned above depending on your location, you need to enter your Freeparking Email address and existing Freeparking password. It will log you into your Domain Management Control Panel, thereafter you need to follow the below steps to manage
your domains :

Manage Order >> List/Search Orders >> Click on the domain name you want to manage

This will take you to the Order Overview page where you can perform various domain management options.

B. You are using the incorrect email address :

As explained in Point 1 of our earlier status update(Read here : 'https://freeparking.zendesk.com/hc/en-gb/articles/204508329'), the old
Freeparking System asked for a username for logging into the maintenance section of the website. This meant that you could have many different accounts with the same email address.
However, the new system uses the email address as the login, which means that someone with many accounts with Freeparking using the same email address, now only has one account. We have therefore had to consolidate these accounts into one account.

Hence, it may be possible that you are logging in using the wrong email address. We advise you to try using each email address you had with Freeparking and the older Password. You should then be able to get in to your account. Once in, you can follow the steps mentioned in Point 1.A of this update to manage your orders.

C. Your password has changed:

Once you navigate to the login URLs mentioned in Point 1.A, you need to follow the steps mentioned below:

1. Click on the 'Forgot your password?' link.
2. Enter your email address.(As mentioned in POINT 1.B you may have to try using each email address you had with Freeparking, until you make a breakthrough.)
3. Click on 'Send Reset Instructions'.

 

PLEASE NOTE: If you still cannot log in to your Freeparking account, please email support@freeparking.co.uk and our team will get back to you as soon as they can.

Please use the following at the Subject of your email:

PLEASE SEND ME TEMP LOGIN INFO FOR MY ACCOUNT.


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2. Older Emails for most accounts have been restored

We would like to inform you that older emails have been restored for most email accounts. However, a few more remain and those should be restored over the next few days.
Please bear with us in the meanwhile. Your patience and co-operation is highly appreciated.

PLEASE NOTE: The Free email accounts on our new system only have 100MB of space. So some customers who had been keeping emails on the old servers will not have enough space to get all their old emails restored. You may have received notices that your email inbox was full. 

Please don't worry - we still have those emails.

To get all your old emails restored back - please upgrade your Free email account to Business Email. As soon as you do, our system will automatically restore your old emails. 

 

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3. Commonly reported Domain Forwarding Issues

There are a few isolated issues (not related to the Migration) being reported by our customers, so we have included this section in the update.
The 2 most reported issues :

A. Website showing comma separated keywords

The use of META Tags is completely different in the new System. They need to be entered in a specific format. The reason you see comma separated keywords rather that the forwarded website is because the META Tags have been added in the incorrect format.

Having enabled URL Masking, you may want to set a Page Title and META Tags for the frames page which is sent to the visitor. This can be done by simply putting in your Meta Tags and <TITLE> Tags in the Header Tags box. Whatever you enter in this multi-line box will be output in between <HEAD> </HEAD> Tags on the frames page sent to the visitor. These have to be mentioned in the format only:

Meta Tags :

<META NAME="keywords" CONTENT="Your comma-separated keywords are entered here">
<META NAME="description" CONTENT="Website description of the forwarded domain name can be mentioned here">

Page Title :

<TITLE>Your Webpage Title can be mentioned here</TITLE>

Here is an example of how this needs to be done :

<title>Your Page Title</title> <meta name="keywords" CONTENT="Demo,your page,keywords"> <meta name="description" CONTENT="A small description about your website">

Note : Do not put any text outside the above mentioned Tags or it will disrupt the Domain Forwarding Service for your domain name.

Please refer to this Knowledge Base article for more information : http://manage.freeparking.co.uk/kb/servlet/KBServlet/faq1494.html


B. Website resolving to a blank page

It may be possible that you are forwarding your domain name and using the URL Masking option. When this option is enabled the page is forwarded using frames. Now, some webpages like the ones mentioned below, do not permit their content to be displayed in a frame :

- https://sites.google.com/site/
- https://www.facebook.com/
- https://twitter.com/
- https://www.yahoo.com/
- https://www.linkedin.com/

Hence, if the URL Masking option is enabled and the domain is being forwarded to any 1 of the URLs mentioned above(or their Sister sites), the domain will resolve to a blank page.

In order to resolve this you need to disable the URL Masking option and wait for a couple of hours, the issue should be resolved.

 

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4. Concerns with insecure Login pages and no SSL on the websites

Any data such as Login credentials, Payment details need to be parsed via a secure connection. Hence, 'foundationapi.com' has been setup by us to parse login details securely. We have an SSL Certificate installed on that URL.

When you login to your Freeparking account by entering the login details, our system forwards the request to a secure site foundationapi.com, here the login details are verified. On successful verification is complete the system redirects to the control panel. On observing the URL in the browser, you will notice how the system redirects to foundationapi.com and then redirects to the control panel whenever you try to login.

However, we are also in the process of procuring SSL Certificates for our websites 'freeparking.co.uk' and 'freeparking.com' and also the Domain Management Control Panels. The same should be done in the next couple of weeks, thereafter you should not see any issues.

As of now you shouldn't face any problems in making a secure payment on the website, as when you click on Pay, you proceed to the Payment Gateway page - the Gateway page is SSL encrypted.
It is on the Payment Gateway page that you enter your payment details, so no third-party has access to those details. You can be rest assured.

 

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5. Business Email package - Costs £3.38 a year per email account

As part of our migration onto our new system we now only offer 2 Free email accounts per domain name. We also offer 2 other paid for email accounts:

1. Business Email
2. Enterprise Email

A. On the new System we offer just 2 Free Email Accounts, in case you had more than 2 accounts on the older System you have been upgraded to the Paid Business Email plan on the New System.

Below are the basic differences between the Free and the Paid Business Email accounts:

Free Email Accounts:

Number of Email Accounts: 2
Space per Email Account: 100 MB
Email Limits : 100 Emails / Day

Paid Business Email accounts:

Number of Email Accounts: As per your choice from 1 to unlimited.
Space per Email Account: 5GB Storage Per Account
Email Limits : 100 Emails / Hour

For more details please refer to:
http://www.freeparking.co.uk/business-email
or
http://freeparking.com/business-email

You can check and monitor the details of your email accounts from the Email Dashboard, here are the steps you need to perform to reach there :

Login to your Freeparking Control Panel, and follow the steps below:

Manage Orders >> List/Search Orders >> Click on the domain name you want to manage and proceed to the Order Overview page >> Scroll down to the 'Business Email' section >> Click on 'Manage Email Account(s)'.

This will take you to the Email Dashboard.

B. In case you had more than 2 Email Accounts on the older System, you have been upgraded to the Business Email plan on the new System and hence will not be able to see the 'Manage Free Email' option.

If you have more than 2 Email accounts all the accounts are Upgraded to the Paid Package. Hence, once you are on the Business Email plan, you have no free accounts. All accounts are paid and have the new features as explained in Point A.

C. The first month for the Business Email plan has been provided to you free of charge as a Goodwill gesture. After that you will have to pay for all accounts that you use.

As explained in Point B, once you have more than 2 email accounts all the accounts are Upgraded to the Paid Package. Now, the Free Plan and the Paid Plan are 2 different packages on the Email Server and one Domain name can have only one of these plans active at a time on the server.
Hence, if it 2 or less accounts the Free plan is active , if it is more than 2 accounts the Paid plan is activated. Both Free and Paid cannot be active on the System.

D. There is no direct way to Downgrade to the Free Email plan. You will first need to decide which are the 2 most important email accounts for your domain, then you will need to take a back-up of all emails on those email accounts.

We have setup KB articles helping our clients to take email backups on their local desktop systems using email clients. You will need to download the emails on your local machine using the POP Server option under mailbox preferences :

URL 1: https://freeparking.zendesk.com/hc/en-gb/articles/204551629-How-do-I-Take-a-local-backup-of-my-email-in-Outlook-2010

URL 2: https://freeparking.zendesk.com/hc/en-gb/articles/205208765-How-do-I-backup-my-emails-on-my-personal-computer-

Once done, you can delete the current Paid order. You can then perform the below steps to access your Free email accounts:

Manage Orders >> List/Search Orders >> Click on the domain name you want to manage and proceed to the Order Overview page >> Scroll down to the 'Email' section >> Click on Manage Email.

Once done, your Free Email service is active. You can then create the 2 free email accounts using the email dashboard and access then via Webmail or any Email client. You can copy back your email content by following the steps mentioned in the below article:

https://freeparking.zendesk.com/hc/en-gb/articles/205208785-How-do-I-move-my-emails-from-one-address-to-another-

But the Free Email limits explained in Point A will then be applicable.

E. One point to note is that the Forward Only Accounts are still free, however the number of Forward Only Accounts vary with the plan.

Free Email : Maximum of 5 Forward Only Accounts.
Paid Business Email : Maximum of 10 Forward Only Accounts.

F. A catchall account is free. In the new System Catchall accounts are not set-up by default, you have to set them manually. You can create catchall accounts by referring to :

http://support.mailhostbox.com/email-administrators-guide/catch-all

So, you can create an account 'anything@yourdomain.co.uk' and set that as a catchall. Thereafter any emails sent to non-existent '@yourdomain.co.uk' email addresses will be sent to 'anything@yourdomain.co.uk'. A catchall Account can either be a normal email account that has its own mailbox or it can be a Forward Only Account that forwards all emails it receives
to the 'Mail Forwards' specified.

For example, if 'anything@yourdomain.co.uk' is set as the catchall and it is a normal email account, all emails sent to non-existent '@yourdomain.co.uk' email addresses will be sent to 'anything@yourdomain.co.uk' and stored in the mailbox of 'anything@yourdomain.co.uk'. If 'anything@yourdomain.co.uk' is created as a Forward Only Account and it forwards to 'anything@gmail/yahoo.com', all emails sent to non-existent '@yourdomain.co.uk' email addresses will be forwarded into the mailbox of 'anything@gmail/yahoo.com'.

 

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6. Email Account Passwords and How to Change them

The password associated with your email account can be used to access the webmail interface, as well as setting up your email account on a desktop mail client or smart device.
You can change this password from the webmail interface at any time. Here's how:


- Login to the webmail interface.
- At the top right of the page, go to the settings wheel next to 'OX'
- Click on Settings.
- On the settings page, under Basic Settings click on the Change password.
- Enter your existing password and a new password of your choice.

When you do not have access to your webmail account, you can reset the password from the Admin interface (Dashboard) of the domain name. Here are the steps to reset the password from the Dashboard:

- Login to the Dashboard of the email control panel of the domain name.
- Click on the link Manage Users / Accounts.
- Click on the User Name or the Edit link of the user you want to reset the password.
- In the following window, click on the link Reset Password. In the following blob, click on Reset Password button again.
- The password will be reset for that user. The confirmation message and the new password is shown in that blob. An email is also sent to the alternate email address defined in the settings of that user account.

Now, you can access the mails using the new password.

Please Note : The Password can only be changed from the Webmail Interface. You do not have the option to change the Password via the Email Dashboard. It can only be reset via the Email Dashboard(The System will reset and generate a random password). If you wish to change the Password please go to the Webmail interface.

Password policy

To ensure the safety of your email account, it is mandatory that you follow certain policies while setting your password. The system will not accept any password that does not conform to the following rules -

- The password must contain at least 8 characters (and can be up to 32 characters long).
- The password can not contain the email prefix or the domain name in their exact form. For instance, if your email address were john@yourdomain.com, then your
password can not contain the words john or yourdomain.
- The password must contain at least one alphabet (a-z in upper or lowercase), and at least one numeral (0-9).

Best practices for setting a password :

Make sure you create a unique password to help keep someone from breaking in to your account. Here are a few tips for creating your password, and keeping it safe:

- Never tell anyone your password.
- Never write down your password. Even though your password will look random to others, think of a way to remember it so that you don't have to write it down.
- Change your password periodically.
- Don't choose a dictionary word as your password. Be creative.
- Make sure you conform to the password policy - let your password be a combination of diverse characters such as punctuation marks, capital and lowercase letters and
numbers. A variety of characters makes it harder for anyone to guess the password.

 

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7. Commonly reported Email Hosting issues

There are a few isolated issues(not related to the Migration) being reported by our customers, this section will be helpful to those customers. Below are details regarding the
most commonly reported email issues :

A. 553 5.7.1 Sender address rejected: not owned by user user@domain.com.

This is the error message that is received when you are trying to send an email as a different user. This error message is seen by the users who are using Exchange servers with our system.

You need to add an identity for the same in the webmail. For example,

- Log into the webmail of user1@domain.com
- Add the identity from the settings tab for user@domain.com (If the from address is user@domain.com). For more information, please refer:
http://support.mailhostbox.com/email-users-guide/sender-identities
- Once the identity is added and confirmed, you should be able to send the emails.

You can also add an identity using your email client. Below is a link to know more on how to do this on Thunderbird :

https://support.mozilla.org/en-US/kb/using-identities

You can search for similar links with regards to the email clients you use on any search engine(like Google).

B. 551 5.7.1 The message was rejected due to classification as Virus,Spam or high bulk ratio OR 551 5.7.1 The message was rejected due to classification as Bulk mail.

This is a bounce back message that you receive when an email is classified as spam while sending out.

It may be possible that emails were sent out to multiple recipients in a short span of time. Owing to this your outgoing service may not be functional.

We have an Outbound Spam Filter called Commtouch. It notes all mails going through, if similar mails are being sent across in a short time span it will be marked as bulk. Of course, software technology in not foolproof and there may be False Positives. In case you feel that a genuine email is rejected as spam, you need to send the same email with the full headers and the content to our support team at 'support@freeparking.co.uk'. That email in question will be reviewed manually. In case it is genuinely a False Positive the mail pattern will be white-listed on Commtouch and those mails should no longer be rejected.

C. 550 5.1.1 Recipient address rejected: User unknown in virtual alias table.

This is the bounce back message that is received by the sender from our server if the destination email address does not exist.

The same error message is received if the recipient has a mail loop. That is, if the recipient has set a forward to another email address and that email address is forwarded back to the original one. In this case, you need to remove the loop in order to receive the emails.

If there is a forward set for an account, and an email is sent to that account, if for some reason the forwarded email is not sent, the original sender may get the above error. For example, abc@domain.com if forwarded to abc@dom.com, if a third user xyz@dom2.com emails to abc@domain.com, he may get the above error if the forwarded email is bounced.

Another reason why you may encounter the above error on the new System is because Catchall accounts are not created by default on the new System. Refer to 'Point 6.F' for more details.

D. 550 5.4.5 Recipient address rejected: Hourly domain sending quota exceeded.

This is the error message that you get if your domain name exceeds the hourly quota set for the domain name. Here, the term 'hour' refers to the last 60 minutes. The limits are :

Free Email :

Total emails that can be sent per domain(including all accounts) per day : 200

Paid Business Email :

Total emails that can be sent per domain(including all accounts) per hour : 300

If these limits are exceeded you will receive the error. It is advisable that you wait for an hour/day based on the email package you use and then resume sending emails.

E. 550 5.4.6 Recipient address rejected: Hourly sending quota exceeded.

This is the error message that you get if the user (that particular email address) exceeds the hourly quota set. Here, the term 'hour' refers to the last 60 minutes. The limits are :

Free Email :

Total emails that can be sent per email account per day : 100

Paid Business Email :

Total emails that can be sent per email account per hour : 100

If these limits are exceeded you will receive the error. It is advisable that you wait for an hour/day based on the email package you use and then resume sending emails.

F. 522 5.7.1 : Recipient address rejected: Requested mail action aborted: exceeded storage allocation.

This error is returned if the user is overquota. Please delete some emails and then try again.

G. 450 4.7.1 : Recipient address rejected: Policy Rejection- Quota Exceeded.

This error comes from our incoming mail server if user is receiving excessive amounts of mails. Please wait for some time and then try again.

H. 452 4.5.3 Error: too many recipients.

The error message is encountered when the user is exceeding the limit of more than 50 recipients in an email. The list of recipients is inclusive of To,Cc and Bcc. If you encounter the above
error, reduce the number of recipients in the email and try again.

I. 550 5.3.2 Service currently unavailable.

The error code 5.3.2 usually means that the system is not accepting network messages. We would thus need to look outside Exchange for a connectivity problem.

The error code ideally occurs ideally for two reasons which are listed below:

- The sending IP is blacklisted at an RBL or blacklist monitoring site. (You may verify this by inputting the IP via this link: http://mxtoolbox.com/blacklists.aspx )
- There is a temporary block on the IP on our Inbound server due to multiple mails from this IP. Feel free to contact our support desk for more information and regarding de-listing the same.
- If sending IP does not have a reverse PTR record configured. Reference URL: http://mxtoolbox.com/NetworkTools.aspx

 

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8. Most issues with regards to DNS have also been rectified

There were issues where certain domains were pointing to the wrong Zone, those issues have been fixed. Also, DNS records for certain domains have not been copied over to the new System, we are in the process of getting this completed too. Please bear with us in the meanwhile.

 

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