E-mail Migration

Your inbox, unchanged. We transfer all your email data, including your specific folder hierarchy, so you can pick up exactly where you left off.

If you need to migrate mailboxes from a previous provider, first create the mailboxes on our side and then send an e-mail to Support (or open a ticket) to request a migration.

You can also schedule a migration during your out-of-office hours - send the request at least 24 hours before the wanted time frame (and at least 48 hours before a weekend migration).

Migration Tip: Managing Local Delivery If you are currently migrating and have not yet created all of your user mailboxes, you may encounter delivery errors for accounts that don't exist here yet (Server error: '550 sorry, no mailbox here by that name').
To prevent this, you can temporarily set Local Delivery to "No". This tells our system to look for those mailboxes at your old provider instead of rejecting the mail locally.

Important: Remember to switch Local Delivery back to "Yes" once you update the DNS MX records to point to our servers.

Note on Trash & Spam: To keep your new inbox clean, we don't migrate the Trash or Spam folders by default. If you need us to bring the Trash folder along, just mention it in your support ticket!

1. How to Request an Email Migration

1. Create the mailboxes on our side from your Administrator Panel or WHMCS. For more than 100 mailboxes, after you add the domains on our side and verify their ownership, we can also perform a bulk creation of the users from a CSV file (Click here to download an example CSV to bulk import users).
2. Collect the necessary info from the existing e-mail service: IMAP server address, current passwords of each e-mail address (check if you can set up temporary ones just for the migration). For some providers, such as Google Workspace, you will need to enable IMAP access and setup application passwords for each mailbox.
3. Send your migration request by e-mailing Support with the following information, in a CSV format (Click here to download an example CSV file for migration):
   • the e-mail address
   • the password for the e-mail address with the previous provider (you can set temporary passwords)

   • source IMAP server address of the previous provider - contact our Support team if you need help finding this out.

     Please make sure you have the correct passwords for each e-mail address.
     
4. Our team supervises the migration and will update the ticket once it has been completed. The migration duration depends on the mailboxes' total size, the original mail server's speed, and the already scheduled migrations - but it's usually completed in less than 24 hours.
5. Update the DNS records (MX, SPF, DKIM, webmail, etc.) for the domains to point to our servers ( use the information in this guide: DNS Configuration).
6. Our team does another sync to make sure we transferred everything.
7. Setup your e-mail clients to use the new IMAP and SMTP hostnames. You can use the information in this guides: Setup IMAP on email clients or Servers & Ports.

2. Contact and Calendar Migration

We can also import your Contacts and Calendar. To request this kind of migration, attach the exported *.vcf files (for Contacts) and the *.ics files (for Calendar) in the Support ticket.

3. Alias Migration

We can also import your aliases. Click here to download an example CSV file for alias migration.

 

4. Forwards Migration

We can also import your forwards. If one user has multiple forwards, you can add multiple lines for the same user. Click here to download an example CSV file for forwards migration.

5. Distribution List Migration

We can help you transition distribution lists seamlessly. To ensure a smooth migration, please follow the steps below:

• Before we can import your members, you must first create the distribution lists within your Admin Panel.
• Prepare a CSV file containing your list names and their corresponding members. You can include multiple distribution lists in a single file. Each member must be listed on a separate line using the following format: click here to download an example CSV file for list migration.
• Submit Your Request: once your file is ready, simply open a support ticket and attach the CSV. Our team will handle the bulk import for you to ensure every member is correctly mapped.

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6. What to Expect After Migration

Your Folder Structure & The Auto-Archive Feature

To ensure your service remains fast and reliable, our system uses an automated optimization tool. We transfer all your email data and folder hierarchy, but if a folder grows too large, we organize the data to keep your email client performing at its best.

• The 10,000 Item Threshold: If any folder (such as your Inbox or Sent items) contains more than 10,000 emails, our system automatically moves older messages into an archive sub-folder.
  Example: If you have a folder named "Leads" with more than 10,000 emails, messages older than last year will be found in Archive.Leads.2023, Archive.Leads.2022, and so on.
  
• Why we do this: This prevents your email client (like Outlook or Thunderbird) from becoming slow or suffering from data file corruption. It also makes searching for messages in Webmail nearly instantaneous.
• Current + Last Year: Our system keeps the current year and the previous year of messages in your active folders. Older data is safely tucked away into archives.
• Full Accessibility: These archived emails remain fully searchable and accessible on your computer, phone, and tablet.

Missing emails? Check your archive folders.
If you notice a folder has fewer messages than expected after migration, don't worry, your data is safe. Simply check the sub-folders for an Archive directory. All your historical data remains fully searchable and accessible across all your devices.

How We Ensure a Complete Transfer

To guarantee no data is lost, we follow a rigorous multi-step process:

• Initial Sync: We move the bulk of your data before you switch your DNS records.
• The Final Pass: After your MX records are updated, our team performs another sync to catch any "residual" emails that landed at your old provider during the transition.
• Exclusions: By default, we do not migrate Trash or Spam folders to ensure your new start is as clean as possible.

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7. Updating Outlook for Your New Service

If you already use Outlook to manage your email, you don't need to switch apps. You simply need to point Outlook to our servers. However, because Outlook stores data in specific ways, you must follow these steps carefully to avoid losing your history or corrupting your setup.

The Golden Rule: Create a New Profile

Overwriting an old profile instead of creating a fresh one often causes the setup to fail or your data files (PST/OST) to become corrupted.

Do not edit your existing IMAP or POP profile to change the server names. 

1. Keep your current profile untouched as a reference.

2. Add a new profile with the new server details through the Outlook Profile Manager. Here is a step-by-step guide.

3. Once the new profile is verified, you can set it as the default and delete the old profile.

Outlook Rules & Filters

Your organizational rules (like "move all invoices to the Accounting folder") are tied to your specific Outlook profile. You can move them to your new profile by following these steps:

Exporting Rules (from the old profile)

1. Open Outlook using your old profile and go to the File tab.

2. Select Manage Rules & Alerts.

3. Click Options and then select Export Rules.

4. Save the .rwz file somewhere safe.

Importing Rules (to the new profile)

1. Switch to your new Outlook profile.

2. Go to File > Manage Rules & Alerts.

3. Click Options and then select Import Rules.

4. Select the .rwz file you saved earlier.

If You Were Previously Using a POP3 Connection

If you were using a POP3 connection in Outlook, your emails are likely stored only on your local computer and not on the previous server.

Backup First: Before you begin, export your entire profile as a PST file.

• Local Storage Risk: Since your computer is the only home for these emails, this backup is critical to prevent permanent data loss.

• The Transition: Create your new profile first. Once active, you can import your old PST file into the new profile to merge your history with the new service.

• Safety Check: Do not delete your old Outlook profile until you are 100% sure your data has been successfully imported into the new one.