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).
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.
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.
Ad-hoc or monthly support options
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 technical 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.
Email Accounts
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:
We provide a secure, encrypted email service. Your Vaccoda email account details will be sent to you on an alternative email address which you will need to supply us with.
The “Incoming” and “Outgoing” mail server is: svr1.vaccoda.com
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.
NOTE: When adding email accounts to devices (especially iOS devices) some of the fields may show the word ‘Optional’ inside them, suggesting you may not need to enter information into these fields. Even though the fields show ‘Optional’, you will need to enter the relevant email account details into these fields.
If you are adding more than one email account to an Android device, repeat the above steps.
Follow these steps to add an email account on your Apple device. Your Hatchit email account details will be sent to you on an alternative email address which you will need to supply us with.
NOTE: When adding email accounts to devices (especially Apple devices) some of the fields may show the word ‘Optional’ inside them, suggesting you may not need to enter information into these fields. Even though the fields show ‘Optional’, you will need to enter the relevant email account details into these fields.
If you are adding more than one email account to an iOS device, repeat the above steps.
Your Hatchit email account details will be sent to you on an alternative email address which you will need to supply us with.
NOTE: When adding email accounts to devices (especially iOS devices) some of the fields may show the word ‘Optional’ inside them, suggesting you may not need to enter information into these fields. Even though the fields show ‘Optional’, you will need to enter the relevant email account details into these fields.
If you are adding more than one email account to Thunderbird, repeat the above steps.
Your Hatchit email account details will be sent to you on an alternative email address which you will need to supply us with.
NOTE: When adding email accounts to devices (especially iOS devices) some of the fields may show the word ‘Optional’ inside them, suggesting you may not need to enter information into these fields. Even though the fields show ‘Optional’, you will need to enter the relevant email account details into these fields.
If you are adding more than one email account to Microsoft Outlook, repeat the above steps.
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 Hatchit email account details will be sent to you on an alternative email address which you will need to supply us with.
NOTE: When adding email accounts to devices (especially iOS devices) some of the fields may show the word ‘Optional’ inside them, suggesting you may not need to enter information into these fields. Even though the fields show ‘Optional’, you will need to enter the relevant email account details into these fields.
If you are adding more than one email account to Mac Mail, repeat the above steps.
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.
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.
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.
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.
Technical 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.
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.
You can check for any issues and our current service status on all web, mail and DNS services by clicking here.
Invoicing & Accounts
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.
Social Media Management
Follow these steps to add us as a page admin (you need to use a desktop PC or laptop to do this – it can’t be done from a mobile phone or tablet):
We then have access to your Facebook business page.
Follow these steps to setup a Facebook Ad Account:
Once you have created the Facebook Ad account by following the steps above, the next stage is for us to request access to your Facebook ad account. Please see below:
Once the above steps have been completed, we will have access to your Ad account.
Follow these steps to setup a payment account for Facebook Ads. Facebook is constantly changing their interface so the process may differ slightly to the steps below:
Terms & Conditions And Policies
You can read our full Hosting Terms & Conditions of Service by clicking here.
You can read our Hosting Acceptable Usage Policy by clicking here.
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.
You can read our Remote IT Support Terms & Conditions by clicking here.
You can read our Graphic Design & Print Terms & Conditions by clicking here.
You can read our Full Terms & Conditions Of Service by clicking here. Please note, this is a PDF document that will download.