Client Support

I’m stuck – I need help!

Remote support

Join a remote support session

If we have issued you with an invitation code (a 4 letter code) for us to connect to your computer via our remote support system, please click the ‘Start A Session’ button below to be taken to our Remote IT Support login screen. (Please note that the login screen will open in a separate tab).

By clicking the ‘Start A Session’ button below, you agree to our Remote IT Support Terms & Conditions and allow Hatchit (London) LTD full remote access to your computer.

Start a session

On the login screen you will see a box (called ‘Join With A Code’) where you need to enter your code and then click the arrow button. Once you have done this please follow the simple on-screen instructions to download and install our Remote Support software. Once it has installed please let us know. If you have any trouble installing our Report Support software please contact us for assistance on 020 3637 4885.

Ticketed support

Send a support ticket to us

You can also send details of your issue via ticket support. Please allow up to 24 hours for a response, sometimes longer during busier periods.

Submit a ticket

Ad-hoc or monthly support options

Support options to suit your needs

Ad-hoc ticket support, remote support or telephone support are chargeable services unless you have a monthly support plan in place, in which case all support requests via ticket, remote or telephone support are covered.

If you have your website and email hosting with us, all hosting related issues are covered as part of your monthly hosting cost. Hosting related issues are defined as email not working correctly (error messages) or your website not loading. Things like website content updates and website maintenance are not covered and are separate chargeable services.

To find out more details about our monthly support plans including what we cover and costs, please contact us for more information.

Frequently asked questions

Stuck with something? Fear not! Find answers to the most frequently asked questions along with links to other important and helpful information below.

Can you setup my email accounts for me?

We provide links to help you setup your email accounts on your PC, Laptop or iOS / Android devices (mobile phones and tablets).

If you are unable to successfully setup your email account(s), we can do this for you. Please email us on info@hatchitdesign.com to arrange a remote support session for adding email account(s) to your desktop PC and/or laptop, or to arrange a time to come into our office so we can add your email account(s) to your mobile phone or tablet.

How to check your emails using Hatchit Webmail

You can access your emails using Vaccoda Webmail. To do this go to http://yourdomain.com/webmail (replacing ‘yourdomain’ with your actual Domain Name, and changing .com to .co.uk if your Domain Name ends in .co.uk). Webmail will then open in a new tab. You can log into your email account using your username (which is your full email address) and password.

How to setup an out of office auto-reply e-mail

If you need to setup an e-mail auto-reply message (also known as an ‘out of office reply’), please follow our simple guide below, showing you how to quickly and easily create an email auto-reply message.

  • Log into your email account by going to to http://yourdomain.com/webmail (replacing ‘yourdomain’ with your actual Domain Name, and changing .com to .co.uk if your Domain Name ends in .co.uk). Webmail will then open in a new tab. Enter your email address and password (this would have been supplied to you previously).
  • Once you have logged in, click on your email address, which displays in the top right corner of the screen, next to the LOGOUT tab.
  • After clicking on your email address, you will then see a sub-menu appear. If you click on Autoresponders within this sub-menu you will be taken to another screen where you can add your autoresponder (out of office) message.
  • Click on the blue button Add Autoresponder. Ignore the first box that says Character Set: then enter the number 24 in the Interval: box below. In the next box that says From: add your full email address. Enter your subject of choice in the Subject: box and then enter your message in the Body: box.
  • Next, you will see a Start: section. You can either start the Autoresponder immediately, or you can select a date and time from the date/time picker popup box that appears when you click Custom:
  • For the Stop: date, repeat the same steps as above on Start:
  • Once you have created the Autoresponder, click the blue Create/Modify button.
  • If you wish to edit or delete the Autoresponder, you can do so by accessing the Autoresponder section by following the above steps, but clicking on either the Edit or Delete options on the main Modify/Add Autoresponder Screen.

How to setup email on an Android device

Follow these steps to add an email account on your Samsung device. If you have a different Android based device, we recommend searching Google for instructions.

Your Hatchit email account details will be sent to you on an alternative email address which you will need to supply us with.

  • Tap Email icon
  • Enter your Email address and password in the boxes (under ‘sign-in’ details) then
  • Tap Next
  • Choose IMAP (DO NOT select the POP option)
  • On the Incoming Server Settings screen enter your User Name which will be your full email address
  • On the Incoming Server Settings screen enter mail.vaccoda.com in the ‘IMAP server’ box
  • On the Incoming Server Settings screen change Security Type to SSL/TLS
  • On the Incoming Server Settings screen the ‘Port’ should display the number 993
  • Tap Next
  • On the Outgoing Server Settings screen enter mail.vaccoda.com in the ‘SMTP server’ box
  • On the Outgoing Server Settings screen change Security type to SSL/TLS
  • On the Outgoing Server Settings screen the ‘Port’ should display the number 587 (TLS Preferred)
  • Tap Require Sign-In and enter your full email address as the User Name and carefully enter your Password (Tip: If ‘show password’ is available, tap this to help you when entering your password to ensure it is entered correctly – Please make sure you copy and paste the password carefully, or enter the password manually, taking time to add the password correctly – 9 times out of 10 this is where people go wrong!)
  • Tap Next
  • On the Sync Settings screen change Sync Schedule to Every 15 Minutes and tap Notify Me When Email Arrives
  • Tap Next
  • on Set Up Email screen, enter an Account Name and add Your Name (for outgoing emails)
  • Tap Done
  • Your account should then be setup and working correctly. You can also test to make sure your account is working by sending an email to an alternative email address and then reply back to ensure you can send and receive emails correctly. After this the setup process is complete

If you are adding more than one email account to an Android device, repeat the above steps.

How to setup email on an iOS device

Follow these steps to add an email account on your iOS device. Your Hatchit email account details will be sent to you on an alternative email address which you will need to supply us with.

  • Tap Settings icon
  • Scroll down and tap MailContactsCalendar (for iOS 11 users, please go to Accounts & Passwords)
  • Tap Add Account
  • Select your email provider (tap Other to setup Vaccoda e-mail accounts)
  • Type in your Name
  • Type in your Email Address
  • Type in your password (this is supplied to you from us by email)
  • Type in a description for account, e.g. Work Email
  • Choose IMAP (DO NOT select the POP option)
  • On the Incoming Mail Server screen enter mail.vaccoda.com
  • On the Incoming Mail Server screen also enter your User Name which will be your full email address
  • On the Incoming Mail Server screen enter your Password (this is supplied to you from us by email) (Please make sure you copy and paste the password carefully, or enter the password manually, taking time to add the password correctly – 9 times out of 10 this is where people go wrong!)
  • On the Outgoing Mail Server screen enter mail.vaccoda.com
  • On the Outgoing Mail Server screen also enter your User Name which will be your full email address (It will say “Optional” in the box, but you must enter your User Name otherwise you will not be able to send emails)
  • On the Outgoing Mail Server screen enter your Password (this is supplied to you from us by email) (It will say “Optional” in the box, but you must enter your Password otherwise you will not be able to send emails)
  • Once this information has been entered correctly (please carefully double check all information) , tap Next – your account should then be setup and working. You can test to make sure your account is working by sending an email to an alternative email address and then reply back to ensure you can send and receive emails correctly. After this the setup process is complete

If you are adding more than one email account to an iOS device, repeat the above steps.

How to setup email in Mozilla Thunderbird

Your Hatchit email account details will be sent to you on an alternative email address which you will need to supply us with.

  • Under Accounts – Create a new account in the main screen area, click on Email
  • click the Skip this and use my existing email button
  • Enter your Name, Email Address and Password (please make sure all information especially your password is entered correctly) and click Continue
  • Under Incoming click on the drop-down menu and make sure IMAP is selected (DO NOT select the POP option)
  • In the Server hostname box next to Incoming, enter mail.vaccoda.com
  • In the Server hostname box next to Outgoing, enter mail.vaccoda.com
  • In both the Username Incoming and Username Outgoing boxes enter your User Name which will be your full email address
  • In the IMAP Port box, click the arrow and select 993 from the options.
  • Under the SSL drop-down menu for Incoming IMAP, select SSL/TLS
  • Under the Authentication drop-down menu for Incoming IMAP, select Normal Password
  • In the SMTP Port box, click the arrow and select 587 from the options.
  • Under the SSL drop-down menu for Outgoing SMTP, select SSL/TLS
  • Under the Authentication drop-down menu for Outgoing SMTP, select Normal Password
  • Click Re-test and your account should setup correctly
  • Once you have confirmed that all information is correct and the account has successfully tested, click Done
  • Your account should then run a test. You can also test to make sure your account is working by sending an email to an alternative email address and then reply back to ensure you can send and receive emails correctly. After this the setup process is complete

If you are adding more than one email account to Thunderbird, repeat the above steps.

How to setup email in Microsoft Outlook

Your Hatchit email account details will be sent to you on an alternative email address which you will need to supply us with.

  • Click File tab and then under Account Information click the Add Accountbutton
  • Enter Your NameE-mail Address and Password (Please make sure you copy and paste the password carefully, or enter the password manually, taking time to add the password correctly – 9 times out of 10 this is where people go wrong!)
  • IMPORTANT! Select Manual setup or additional server types and then click Next
  • Select POP or IMAP option and click Next
  • Make sure that Your Name and Email Address is entered correctly in the boxes
  • Under Server Information make sure that you select IMAP (DO NOT select the POP option)
  • In the Incoming Mail Server box enter mail.vaccoda.com
  • In the Outgoing Mail Server screen enter mail.vaccoda.com
  • Under Logon Information screen enter your User Name which will be your full email address
  • Type in your Password (this is supplied to you from us by email)
  • Once this information has been entered, please carefully double-check to ensure all information has been entered correctly before proceeding to the next stage!
  • Now click the More Settings button
  • In the new window that pops up, please click on the Outgoing Server tab and click the box My outgoing server (SMTP) requires authentication and ensure that the option Use same settings as my incoming mail server is selected
  • Next click on the Advanced tab along the top
  • In the drop-down menu next to Use the following type of encrypted connection choose SSL
  • In the box next to Incoming server (IMAP) please enter 993 in the box
  • In the drop-down menu next to Use the following type of encrypted connection choose SSL
  • In the box next to Outgoing server (SMTP) please enter 587 (TLS) in the box (for some older versions of Outlook, you may need to enter 465 and select SSL in the box)
  • Once this information has been entered correctly, tap Next
  • Your account should then run a test. You can also test to make sure your account is working by sending an email to an alternative email address and then reply back to ensure you can send and receive emails correctly. After this the setup process is complete

If you are adding more than one email account to Microsoft Outlook, repeat the above steps.

How to setup email on Mac Mail

Please click here to read a step-by-step guide to setting up your email account(s) in Mac Mail, or if you are using OS X El Capitan‎ please follow the below steps:

Your Vaccoda email account details will be sent to you on an alternative email address which you will need to supply us with.

  • Click Mail in the top menu, and then select Add Account
  • In the popup box that displays, select Other Mail Account at the bottom and click Continue
  • Enter your Name, Email Address and Password in the boxes – (please make sure all information is entered correctly) and click Sign In
  • On the next popup box, make sure your Email Address is correct, then enter your User Name which will be your full email address along with your Password (Please make sure you copy and paste the password carefully, or enter the password manually, taking time to add the password correctly – 9 times out of 10 this is where people go wrong!)
  • Under Account Type, click on the drop-down menu and make sure IMAP is selected (DO NOT select the POP option)
  • In the Incoming Mail Server box next to Incoming IMAP, enter mail.vaccoda.com
  • In the Outgoing Mail Server box next to Outgoing SMTP, enter mail.vaccoda.com
  • Click Sign In
  • In the next popup box, make sure you select Mail by ticking the box and then click Done
  • Your account should then run a test. You can also test to make sure your account is working by sending an email to an alternative email address and then reply back to ensure you can send and receive emails correctly. After this the setup process is complete

If you are adding more than one email account to Mac Mail, repeat the above steps.

Hatchit email account server details

This might sound a bit technical but its really easy! Both your incoming and outgoing mail servers (IMAP for incoming mail and SMTP for outgoing mail) and Ports should both be set to the following:

  • Incoming server (IMAP): the server as shown in the email we sent to you containing your email account setup details.
  • IMAP Port: 993
  • Outgoing server (SMTP): the server as shown in the email we sent to you containing your email account setup details.
  • SMTP Port: 587 (TLS Preferred)

We provide a secure, SSL encrypted email service. Your Hatchit email account details will be sent to you on an alternative email address which you will need to supply us with.

You can also find out what server your email account(s) are held on (for incoming and outgoing server settings needed when adding your email account(s) to your computer or devices) by clicking on the following link identify.vaccoda.com and entering your email address in the box. Your email accounts will be held on either svr1.vaccoda.com or svr2.vaccoda.com.

How do I pay my invoice?

Your invoice can be paid by BACS (bank transfer), PayPal (please contact us first if you wish to pay using PayPal) or Cheque.

For customers who have recurring monthly services with us we prefer payment by standing order please. Bank details are included on your invoice and can be found at the top-right.

How do I request support?

We have two main ways to request support – ticketed support (via email or our support system) or remote IT support (where we log onto your computer to resolve issues). In some instances we also provide telephone support.

If you have a technical problem you can request support by submitting a ticket or contacting us to request a 4 letter code to start a Remote IT support session, however ad-hoc support requests either by ticket, telephone or remote support session are chargeable and the cost will be determined based on the technical problem(s) you are experiencing. Before we resolve any problems, we will email you to confirm the cost.

If you have a monthly support plan in place with us that includes cover for ticketed and telephone support and Remote IT support requests, any problems will be fixed under your support plan.

If you would like to find out more about our monthly support plans, please contact us for details.

Can I ring you for technical support?

Sure you can! We don’t like being stuck on hold for ages, nor do we like having to get through endless telephone menus in order to reach the right department or person, so you will be put straight through to our amazing (and very geeky) support staff who will sort your issue out and have a chat with you too – and might make you laugh!

Our support number is local rate so won’t cost a fortune either, so please call us on 020 3637 4885 and ask us a question. If you aren’t really in the mood to chat, then please send a support ticket to us instead, and we’ll do our best to answer you without delay!

Please note – ad-hoc support requests either by ticket (via email or our support system) telephone or a remote support session are chargeable and the cost will be determined based on the technical problem(s) you are experiencing. Before we resolve any problems, we will email you to confirm the cost.

If you have a monthly support plan in place with us that includes cover for ticketed and telephone support and Remote IT support requests, any problems will be fixed under your support plan.

If you would like to find out more about our monthly support plans, please contact us for details.

I'm not receiving emails - why is this?

If you have stopped receiving emails, it is highly likely that your mailbox is full.

To free up space, you will need to delete any unwanted emails from your Inbox, Sent Items, Deleted Items and Junk/Spam folders. It is also advisable to check periodically and remove any unwanted emails to ensure you don’t go over your allocated mailbox quota.

If you receive a quota warning email from us warning you that your mailbox is full, or over 95% full, you will need to immediately delete any unwanted emails from your Inbox, Sent Items, Deleted Items and Junk/Spam folders to free up space so you can continue to receive emails. Failure to do so means any further emails sent to you will not get delivered to your mailbox until you delete any unwanted emails to free up space.

Any emails with large attachments should be downloaded to your computer and then the email containing the attachment deleted. This can help free up a considerable amount of space in your mailbox.

If you would like more space added to your mailbox, please let us know. Additional monthly hosting charges will apply for increased mailbox space.

Check the latest Hatchit service status

You can check for any issues and our current service status on all web, mail and DNS services by clicking here.

Hosting - Terms & Conditions of Service

You can read our full Hosting Terms & Conditions of Service by clicking here.

Hosting - Acceptable Usage Policy

You can read our Hosting Acceptable Usage Policy by clicking here.

IT Support & Data Backup Terms & Conditions

If you have an IT Support or Data Backup agreement in place with us and would like a copy of your agreement along with our Full Terms & Conditions of Service, please contact us.

Remote IT Support - Terms & Conditions

You can read our Remote IT Support Terms & Conditions by clicking here.