Support for DotGov Mail is maintained by Netwurx, LLC. The following information and pages were created to solve many issues like setting up your email on a mail client, like Thunderbird. What you can do to login if your login fails (via webmail). Where to find additional help, when needed.
Additionally, when advanced support is needed by calling, besides not being able to log in to your email. There are some very strict policies in place to prevent social engineering from unauthorized individuals from gaining access to your email account. The support staff can not circumvent these rules in any way. The only person that can allow this to change is the designated Account Administrator contacting support from the Account Administrator’s email address or phone number on file. Any other unknown contact is treated as unauthorized unless those people are listed with emails and phone numbers authorized for support under the account.
This is for your security of your information. The best policy is to give DotGov Mail a list of authorized phone numbers that users will be calling in from and their individual security information they can give support to verify their identity.
The only other alternative is if the user has access to their email and a security code will be emailed to them and they can repeat that back to support to verify their identity.
The next section outlines some very common issues where support can not just unlock your account:
The mail server itself has some very advanced functions built into it. Like, if you are logging in from different countries in relativly short periods of time which are physically impossible in the world. For example, if your email logs in from the UK and 38 minutes later it logs in from Thailand then proceeds to login 25 minutes later from Los Angeles, US. The server will assume your account has been compromised and will flag the security long and lock the account. Not login will be possible until reset by the Mail server admins.
Support can only look at the security log and escalate this to Mail Server Administrators. At this point it is safe to assume your computer, phone, tablet or other electronic device has been compromised by a botnet and should be scanned for this immediately. Support can not unlock this account and the Account Administrator will be notified of the compromised account as soon as possible.
The only alternative is to turn off that device and access your email by webmail after the Mail Administrators have unlocked your account. If that device starts logging in from various places again, the server will again, imitate account lock-down procedures which do not automatically unlock. Any information compromised on your account is your responsibility for utilizing a compromised device to access your mail. DotGov Mail does not own nor control your devices and is not responsible for security anywhere beyond the server itself.