English | Deutsch
Products for Enterprise Anti-Spam and Anti-Fraud Customers Press Company Support Partners

Support Overview
Desktop Support
  Contact Desktop Support
  FAQ
  Knowledge Base
  Help Pages
  Tutorial
  License Agreement



Entering License Key to Activate MailFrontier Desktop
For detailed instructions on how to input your license key, click here >



Subscription renewal process for MailFrontier Desktop
For detailed instructions on how to renew your subscription to MailFrontier Desktop, click here.


MailFrontier Desktop will not launch
If you do not see the MailFrontier Desktop toolbar, MailFrontier Desktop has failed to launch when Outlook or Outlook Express was opened. Troubleshooting this depends on the version of Outlook you are running.  See below for re-enable instructions. 
Outlook 2002/2003 (XP)
• Open Outlook.
• Click on Help and select 'About Microsoft Outlook'.
• Click on the 'Disabled Items' button.
• If ‘Mailbuddy Outlook Add-in’ is listed, highlight it and click ‘Enable’.
• Restart Outlook.
• Please proceed with the steps below even if you do not find anything in the 'Disabled Items' list. 
• In Outlook select 'Tools'.
• Select 'Options'.
• Click on 'Other' tab.
• Click on 'Advanced Options'.
• Select COM Add-ins' button.
• Verify the 'MailBuddy Outlook Addin' is checked.
• If not checked, check the box and restart Outlook.
 
Outlook 2000
• In Outlook select 'Tools'.
• Select 'Options'.
• Click on Other tab.
• Click On 'Advanced Options'.
• Select 'Com Add-ins' button.
• Verify the 'MailBuddy Outlook Addin' is checked.
• If not checked, check the box and restart Outlook.
 
Outlook Express 5.0/5.5/6.0
• If the MailFrontier icon is in your system tray, skip down to the re-enable section.  If the red "M" icon is not in the system tray, please perform the following first, and then proceed with the re-enable:
• Go to the "Start" button
• Go to "All Programs" or “Programs”
• Go to "Mailfrontier Desktop"
• Select "Open MailFrontier Desktop"
• This will bring up our configuration screen, which at this point you can close. The red "M" should now be in your system tray.
• Re-Enable Section
• To disable / re-enable for Outlook Express:
1) Click once on the red "M" icon in the lower right corner of your screen.
2) Select ‘Disable MailFrontier Desktop’
3) Repeat the procedure to re-enable MailFrontier Desktop in Outlook Express.


MailFrontier Desktop is Not Filtering Mail Correctly
If MailFrontier Desktop is failing to filter your junk mail there a few areas that should be looked at in troubleshooting this issue:

Is MailFrontier Desktop launching correctly?
Do you see the MailFrontier Desktop Junk and Unjunk toolbar within Outlook or Outlook Express? If not, click here.

Do you use Outlook rules to send received email to various sub-folders?
Currently MailFrontier Desktop only filters email as it enters your inbox. If you use Outlook rules to send email to folders as it is received, MailFrontier Desktop will not see the email and, therefore, will not filter it.

Do you have your own email address(es) listed on your MailFrontier Desktop People Allowed list?
Having your own email address will allow all email from your address a “free pass”.
This causes problems if you are using mail forwarding or for certain types of spam that makes junk mail appear to be “From you” “To you”.




MailFrontier Desktop is not filtering my sub-folders
Currently MailFrontier Desktop will only filter email entering your inbox.




MailFrontier Desktop only filters one of my inboxes
Currently, MailFrontier Desktop filters multiple POP3 accounts via a single consolidated inbox which receives the email from all of the POP3 accounts. In environments where multiple POP3 accounts use separate inboxes for each account, mail must be in the default inbox to be filtered. Hotmail and IMAP accounts can be filtered via a single consolidated inbox or via separate inboxes. Multiple accounts can each have their own inboxes when using Hotmail or IMAP within Outlook Express.



 
Unable to forward mail
Mail forwarding requires that, in the case of wireless devices, you have an actual email address and that you know your SMTP settings (and whether it requires password authentication).
If your test email is not successful, verify that you do not have “My server requires authentication” checked if it does not actually require a password.
Verify that you are actually using the correct SMTP server name (check with your ISP if you are not sure).




Get back your MailFrontier Desktop folders after they have been deleted
All mail filtered out by MailFrontier Desktop is sent to one of three folders: the MailFrontier Junk Mail folder, the MailFrontier Phishing Mail folder, or the MailFrontier Challenged Mail folder.  If you have accidentally removed any or all of these folders, just restart Outlook to get them back.




Unjunk accidentally junked good mail
Undoing is easy. When you click Junk, the message is moved to your MailFrontier Junk Mail Folder. To undo, select the email in your MailFrontier Junk Mail Folder and click on Unjunk. This will move the email back into your inbox, remove the email address from your blocked list, and add it to your allowed list



MailFrontier Desktop continues to show “trial” even though I have purchased it, why?
We require that all copies of MailFrontier Desktop contain a valid license key after the free 30-day trial has expired.  If the license key has not been inserted, the application will think it is still on trial and will disable itself after the trial period is up.
If you purchased the Desktop product on or after 6/1/04, license keys can be looked up online by clicking here.
If you purchased the Desktop product before 6/1/04, please contact MailFrontier Desktop Support using the online Desktop Support Form to request your license key be emailed to you.   Please include order number or approximate date of purchase if order number is unknown. Desktop Support will respond to your inquiry within 24 hours during normal business hours.
For detailed instructions on how to input your license key, click here >




Disable MailFrontier Desktop for only Outlook Express
To disable MailFrontier Desktop for Outlook Express (but not Outlook), hold down the Shift and Ctrl keys at the same time and click once on the red MailFrontier Desktop "M" icon located in your system tray. Now you can select Disable MailFrontier Desktop for Outlook Express. Restart Outlook/Outlook Express for this change to take affect.



Disable MailFrontier Desktop for only Outlook
 To disable MailFrontier Desktop for Outlook (but not Outlook Express), hold down the Shift and Ctrl keys at the same time and click once on the red MailFrontier Desktop "M" icon located in your system tray. Now you can select Disable MailFrontier Desktop for Outlook.  Restart Outlook/Outlook Express for this change to take effect.