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. For users over 10 accounts, your entity will need a designated support person to manage your accounts.
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 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 relatively 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. No 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 and should be scanned for this immediately for threats. It is physically impossible for anyone to travel world-wide distances and log into your emails, unless you are a compromised account on a computer which is part of a botnet. Support can not unlock this account and the Account Administrator will be notified of the compromised account as soon as possible. Support will require an immediate, complex password change, which is done over the phone after account authorization. At which point support will send a request to the Mail Administrators to unlock the account.
If you keep getting locked out after the password change; Mail administrators will NOT keep unlocking your account until you resolve your device issue. The only alternative to this is to turn off devices and access your email by webmail after the Mail Administrators has checked the logs and noticed you don’t have multiple devices trying to access your mail account every 10 minutes. If your account gets blocked again it would be safe to assume, you turned that device back on and gave the botnet your new password. The server security log will show your account starts logging in from various places again, the server will again, initiate an account lock-down procedure. 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.