Q2. |
What is the billing cycle for hiBox? Why can’t hiBox provide an itemized bill? Where can I find the itemized statement? |
Ans. |
1. What is the billing cycle for hiBox?
The billing cycle begins on the 21st day of each month and ends on the 20th day of the following month. At the end of each billing cycle, you are billed for all unpaid charges and fees accumulated during the billing cycle. See below for details:
User fee from Jan. 21 to Feb. 20 is charged to the March bill
User fee from Feb. 21 to Mar. 20 is charged to the April bill
User fee from Mar. 21 to Apr. 20 is charged to the May bill
User fee from Apr. 21 to May. 20 is charged to the June bill
User fee from May. 21 to Jun. 20 is charged to the July bill
User fee from Jun. 21 to Jul. 20 is charged to the August bill
User fee from Jul. 21 to Aug. 20 is charged to the September bill
User fee from Aug. 21 to Sep. 20 is charged to the October bill
User fee from Sep. 21 to Oct. 20 is charged to the November bill
User fee from Oct. 21 to Nov. 20 is charged to the December bill
User fee from Nov. 21 to Dec. 20 is charged to the January bill
User fee from Dec. 21 to Jan. 20 is charged to the February bill
2. Why can’t hiBox provide an itemized bill?
Bills for hiBox and other products such as hiHosting are collected under one account named "HiNet broadband business e-commerce fees". As the billing cycle for each product may vary, we are unable to include the itemized statement in your bill. We apologize if this causes any inconvenience.
3. Where can I find the itemized statement?
(1)If you have a custom domain for hiBox email, you can see the statement by logging onto the administrator page and selecting ‘View My Bill’.
(2)If your mailbox uses the hiBox domain (@hibox.biz), please call 0800-080-365 to speak with hiBox customer service staff. |
Q4. |
How can I add a new account? |
Ans. |
We will email you instructions after receiving your application. Below is an example of the email:
You can add, delete, search, and reset passwords of custom domain hiBox accounts in the administrator interface.
Domain:XXX
Admin username:XXX
Admin password:XXX
Go to https://w3.hibox.hinet.net/ and click on "Admin Login"(https://admin.hibox.hinet.net/)
When logging in for the first time, go to "Change Admin Password" to change your password. |
Q5. |
What is the most effective way of handling more than 50 hiBox accounts? |
Ans. |
If you have a custom domain hiBox account with more than 50 users, we recommend that you create a list that includes all user accounts, then go to "Manage User Accounts" --> "Batch Edit", to upload the list. You can pre-set passwords and prompt the users to login and change their webmail password.
|
Setup, Setup Completion , and Service Cancellation |
Q2. |
I’ve received the setup completion notice, why can't I use my account? |
Ans. |
Normally it takes at least 24 hours for a DNS located in Taiwan to go live. Please allow at least 24 hours after you’ve discussed the DNS settings with our engineer.
Note: The TTL value for DNS located outside Taiwan is between two to seven days (subject to network and distance), therefore it may take up to two to seven days before you can begin receiving emails from abroad. |
Q3. |
My DNS setup has been complete for more than 24 hours, why it is still not working? |
Ans. |
Please go to w3.hibox.hinet.net and log in with your full email address (e.g. xxx@abc.com.tw) and password. Check to see if there is any new message in your inbox. If new messages are coming through to your webmail but not to the mail client such as Outlook or Outlook express, refer to the user manual and check your current settings. If there is no new message in the inbox, the issue could be DNS delay. It normally takes one to two days for local DNS and two to seven days for DNS located outside Taiwan (subject to network and distance) to go live and start delivering emails. DNS not ending with .tw (e.g. msn.com) is regarded as overseas DNS. If all of the above fail, please contact customer service for assistance. |
Questions Regarding Email Archiving |
Q5. |
What are the benefits of using hiBox’s cloud-based email archiving? |
Ans. |
- Eliminates the hassle of administration – quickly search through all emails in your company domain, including messages, attachments, and attachment content. Discover emails in seconds.
- Reporting made easy - you can generate custom reports and statistical data by sender, sender’s domain, or recipient. Useful for email data analysis.
- Administrator interface – administrator can access all archived emails and carry out tasks such as email searching, report generating, storage space compression, etc.
|
Q3. |
What should I do if I don’t remember my password? |
Ans. |
1. |
If you have forgotten your administrator account details, please fill out the hiBox account modification form and fax it to 02-2311-8186. We will reset the password of your administrator account accordingly. After password reset, an email notification will be sent to the primary account registered with our system. |
2. |
If you have forgotten your webmail password and your mailbox uses your company’s domain, you will need to contact the mailbox administrator in your company for password reset. If your email domain is @hibox.biz, fill out the hiBox account reset form and fax it to 02-2311-8186 along with copies of the applicant’s ID and National Health Insurance card. Your request will be dealt with by our engineers. (If the applicant is a registered company, fax copies of the company’s Business Registration Certificate and the owner’s ID card). |
|
Q5. |
Can I import or export contacts in my address book? |
Ans. |
Yes, you can import Outlook/Outlook Express contacts into hiBox webmail, or export contacts from hiBox webmail. More details on how to import or export contacts can be downloaded from the "Downloads" area. |
Q6. |
What is auto-reply? How do I configure it? |
Ans. |
After you log in to webmail, go to "Options" --> "Mail" --> "Local Account" --> "Vacation Message". You can turn on auto-reply for a specified time period, and emails sent to your mailbox during this period will get a system auto-reply message. |
Q7. |
What is the "Quarantine area?" |
Ans. |
Spam emails are filtered and stored in the quarantine area. It is a separate folder and does not take up any of your mailbox storage. |
Q8. |
Will legitimate mail be filtered into the quarantine area? What should I do if legitimate mail has been quarantined? |
Ans. |
When an email meets the spam criteria, it will be filtered into the quarantine area. The hiBox server sends out notification of spam email on a daily basis to users. If you would like to move a spam email from quarantine area to your inbox, simply click on the "release" button. Alternatively, you can log in to the quarantine area to view and release spam emails. By default, spam emails are kept for seven days in the quarantine area. Check regularly as spam emails will be removed after seven days. |
Q10. |
How does the hiBox spam filter operate? |
Ans. |
1. |
Spam emails detected by hiBox server are moved to the quarantine area. Log in to your webmail and click on the "Quarantine Area" link at the top-right corner of the page to view your spam emails. |
2. |
hiBox removes quarantined emails that are more than seven days old on a daily basis. Don’t forget to check this folder regularly and delete unwanted spam emails. |
|
Q12. |
What is ‘Retrieve external mail’? How do I configure this setting? |
Ans. |
Retrieve external mail refers to retrieving messages from an external email account other than hiBox. To do this, log in to your webmail, select ‘Retrieve external mail’ under "Options," fill out information about the external account’s POP3 server, username, and password, and click "Confirm". |
Q13. |
How can I keep a copies of emails in webmail after Outlook retrieves them? |
Ans. |
1. |
For Outlook users, click on ‘Email Accounts." Go to "View or change existing email accounts"--> "More Settings"--> "Advanced." Check the box next to "Leave a copy of messages on the server.
|
2. |
For Outlook Express users, go to "Accounts"--> "Advanced." Check the box next to "Leave a copy of messages on the server. |
|
Q14. |
Why do I sometimes get a "Session timeout, please login again" message when using webmail? |
Ans. |
This is due to security concerns. If you are idle for more than 60 minutes, the server will regard this as a timeout and log you out automatically. If you are logged out by the server for idling less than 60 minutes, complete the following steps:
1.Clear your web browser caches (Tools --> Internet Options --> General --> Delete Files), and then restart your web browser.
2.Check the proxy settings on your web browser. Go to "Tools"--> "Internet options"--> "Connections"--> "Local Area Networks (LAN) settings" and uncheck all checkboxes on this page. |
Q17. |
What is "Shared Contact List?" How do I configure it? |
Ans. |
If your hiBox has a customized company domain, the site administrator will be able to create a shared contacts list that is accessible to all end users. When writing an email, simply click on "Shared Contact List," and this will bring up all contacts on the list. |
Q18. |
What is "Company Contact List?" How do I configure it? |
Ans. |
"Company Contact List" requires no configuration. Company users have access to the directory by default. When writing an email, simply click on "Company Contact List," and this will bring up all contacts in the list. |
Q19. |
Why are all my mail attachments named as "winmail.dat?" |
Ans. |
This is a known problem with Outlook. If your Outlook display is not set to HTML mode, all attachments in a sent email will be renamed as "winmail.dat" files that can only be opened in Outlook. Please advise all users to change their Outlook settings to HTML mode to avoid the problem, or to use Outlook to retrieve and open such files. |
Q22. |
How do I send text messages in hiBox? How much does it cost? |
Ans. |
You can send text messages through webmail after you log in to hiBox webmail (w3.hibox.hinet.net). Refer to the text messaging user guide for instructions. text messages are charged based on the rates published on the hiBox website. |
Q23. |
Does hiBox provide SSL certificates? |
Ans. |
Yes. Webmail can be used through https, e.g. https://w3.hibox.hinet.net/If you use Outlook or Outlook Express to send and receive email, you can go to the Advance tab in More Setting, and check "This server requires a secure connection (SSL)" box for POP and SMTP. (If you are unable to send and receive email after making the change, it might be because your company's Internet network does not support secure connections. In this case, uncheck the "This server requires a secure connection (SSL)" box, and the mailbox will return to normal.) |
Questions Regarding Using Outlook |
Q1. |
Does hiBox provide SSL certificates? |
Ans. |
Yes. Webmail can be used through https, e.g. https://w3.hibox.hinet.net/ If you use Outlook or Outlook Express to send and receive email, you can go to the Advance tab in More Setting, and check "This server requires a secure connection (SSL)" box for POP and SMTP. (If you are unable to send and receive email after making the change, it might be because your company's Internet network does not support secure connections. In this case, uncheck the "This server requires a secure connection (SSL)" box, and the mailbox will return to normal.) |
Q3. |
An error window pops up from Outlook Express after I click the send button. |
Ans. |
1. |
If the error is "unknown or illegal alias," that means the recipient does not exist in hiBox. Remove this recipient from the email. |
2. |
If the error is "bad address syntax", then it means the recipient’s mail address format is wrong, please make sure the email format for that user is correct. |
3. |
If the error is "relaying not allowed," the user may not have checked the "My outgoing server (SMTP) requires authentication" box under the Outgoing Server tab. Outlook Express users can check this box under Tools -> Account -> Server -> Outgoing Server -> and check "My outgoing server (SMTP) requires authentication" box. Outlook users can check this box under Tools -> Email Account -> View or change existing email accounts -> More Settings -> Outgoing Server -> "My outgoing server (SMTP) requires authentication" -> and check "Use same settings as my incoming mail server" box. |
|
Q4. |
Does installing PC-cillin disable Outlook’s mail-receiving function? |
Ans. |
In order to scan all incoming mail in Outlook, PC-cillin changes the incoming mail server setting (POP3) to localhost. If POPSSL is open, PC-cillin cannot handle SSL and will cause a "Cannot login with SSL" error. You can solve this by not using SSL or by disabling POP3 scan function of PC-cillin |
Q5. |
I am having trouble sending and receiving emails in China. What can I do? |
Ans. |
In order to improve the transmission of emails between China and Taiwan, hiBox has built a facility in Shanghai. If you are encountering problems sending and receiving emails in China, you can access the Downloads page from the main page, and download an instruction manual for "China hiBox troubleshooting and setup."
|
Q6. |
How can I keep emails on the server after receiving them in Outlook? |
Ans. |
For Outlook users, click on ‘Email Accounts." Go to "View or change existing email accounts"--> "More Settings"--> "Advanced." Check the box next to "Leave a copy of messages on the server." For Outlook Express users, go to "Accounts"--> "Advanced." Check the box next to "Leave a copy of messages on the server."
|
Q7. |
What should I do if I get errors 0x800ccc0D, 0x800ccc0E, or 0x800CCC0F while sending or receiving emails? |
Ans. |
This is usually caused by other software on the PC or Internet connections,
1. |
Disable your antivirus software’s email scanning
function. First, close Outlook. Next, disable your antivirus software’s email scanning function, and then open Outlook again and try to receive emails. If this works, leave the email scanning function off.
|
2. |
Disable firlwall testing
If you have Norton Personal Firewall, Norton Internet Security, or similar software installed, disable or uninstall all of them and test again. If this works, you may want to consider using other Firewall software, or you can check the Firewall settings to see if the permissions are too strict. |
3. |
Adjust timeout length.
Adjust the amount of time before timeout to perform a test. If you are in Outlook Express, go to Tools -> Account -> Advanced -> Server Timeouts. Adjust the slider to maximum, and then click OK.
|
|
Q8. |
Can overseas hiBox users send emails with email applications? |
Ans. |
Yes. hiBox will request password authentication when sending emails, so that overseas users who are accessing the internet with other ISPs can use hiBox to send emails.
Configuration: in Outlook Express, go to "Outgoing Mail Server," check "My outgoing server (SMTP) requires authentication," and enter your hiBox account and password. Then you should be able to send emails without any problem. Additionally, in certain places overseas, such as hotels and airports, you may not be able to send emails through hiBox.
You can ask the Internet providers (help desks at hotels or airports) whether or not the network allows connecting to an external SMTP server. |
Q11. |
When I send attachments via Outlook, they show up as winmail.dat on the recipient’s side. |
Ans. |
This is caused by a special setting in Outlook, and you can only open the attachment when receiving the email with Outlook. The sender must change the format for sending emails in Outlook to prevent the problem on the recipient’s side. You can change your own settings to avoid this problem. Open Outlook, go to Tools -> Options -> Mail Format, and set it to either "HTML" or "Text Only." Do not select "Microsoft Outlook Rich Text". |
Q13. |
Using Microsoft Outlook move a signed email to another mail folder, why does the email signature on other devices appear as "invalid and untrusted"? |
Ans. |
1. |
IMAP protocol::
If the recipient uses the Microsoft Outlook software to read a signed email, clicking on the signature will display "Valid and Trusted". If you move this signed email from INBOX to other mail folder, this may cause the mail signature display " Invalid and untrusted" on second device mail software including Outlook, mobile phone APP, etc., but the content of the letter can still be read.
Reason: Because of the IMAP protocol, the mail operations of any receiving software will be synchronized with the mail server. After the Outlook software moves the mail to other mail folder, Outlook will modify the mail metadata content and synchronize it to the mail server. This will result in the mail software on the second device as tampering with the mail content. Regarding this matter, Microsoft has been assisted in fixing this problem.
Note: At present, IMAP protocol does not have the above problems when recipients use other mail receiving software such as hiBox webmail/GMail/thunderbird/ios built-in mail app, etc., to move signed mail to other mailboxes.
|
2. |
POP3 protocol:
If the recipient uses Microsoft Outlook to read the signed mail, clicking on the signature will display "Valid and Trusted". If you later move the signed email from Outlook to another mail folder, there is no problem.
|
|
Q1. |
How do I send text messages in hiBox? How much does it cost? |
Ans. |
You can send text messages through webmail after you log in to hiBox webmail (w3.hibox.hinet.net). Refer to the text messaging user guide for instructions. Text messages are charged based on the rates published on the hiBox website. |
Q3. |
Why does garbled text sometimes appear in text messages sent via hiBox? |
Ans. |
1. |
The hiBox text messaging system only supports Traditional Chinese Big5 and Alphanumeric texts. If the text message contains other characters, you might receive characters such as *21894. |
2. |
You can use the Preview Message function to see if your text message can be displayed correctly. |
|
Questions Regarding DNS Setting and Transferring Mailbox |
Q3. |
How do I set DNS if it is self-managed? |
Ans. |
Make sure your hiBox application is complete. If you are unsure of your application’s status, you can call 0800-080-365 to confirm.
The following DNS records are used by hiBox. Set your DNS server as follows:
domain.com.tw. IN A 210.71.195.10
domain.com.tw. MX 5 mailfilter.hibox.biz.
domain.com.tw. IN TXT "v=spf1 include:hibox.hinet.net ~all"
|
Q4. |
I received an email with DNS settings from hiBox, but I don’t know how to set it up. |
Ans. |
DNS is usually set by either a specialist in your company, a mail hosting company, or a website hosting company. Check with them first. If you discover that you manage this but are still unsure of how to set DNS, we suggest that you let hiBox manage your DNS settings. This will help you to avoid making mistakes which could cause your website or email to stop functioning correctly. |
Q11. |
What is the suggested transferring process? |
Ans. |
- Apply for hiBox
- Establish all the accounts on hiBox
- Set DNS to hiBox
- Add the hiBox account to Outlook
- After seven days, stop using the original mail server (the actual time is when your original mail server has not received any mail three days in a row)
- Receive mail using the original mail server one last time,
then delete that account from Outlook. |
Questions Regarding Using Fax Mailbox |
Q1. |
How can I manage my fax messages with hiBox Fax Mailbox? |
Ans. |
With hiBox, you will receive a DID number. This is your unique mailbox number. You can use the DID number as your personal fax number. The faxes received via that number will be automatically moved to your mailbox, and you can retrieve them at any time by logging into your hiBox account. |
Q7. |
Can I use the hiBox DID number overseas? |
Ans. |
Yes. To send a fax to hiBox from overseas. For example, if your DID number area code is (02), dial 8862 and then the DID number. However, remember that this is considered an international call. |
Q8. |
How do I set up forwarding? |
Ans. |
This service is provided by your landline phone company. Call 123 to inquire about application, setup, and rates. |
Q12. |
Can faxes be viewed on the smart phone? |
Ans. |
If you need to view faxes with the smart phone, we suggest that you download apps specifically for viewing faxes. For iPhone, we suggest Fax Reader, which is paid software. Because iPhone only supports viewing the first page of a tif file, and there might be some ratio issues after compression, so a fax viewing app is necessary. For Android, we suggest Fast Image Viewer Free. |
Questions Regarding Sending and Receiving Emails |
Q2. |
hiBox rejected a message that was sent to me. What can I do? |
Ans. |
Contact our toll-free customer service line by dialing 0800-080-365. And provide the email that was rejected, information about the sender, recipient, time, and rejected message to our customer service staff, or leave a message. A hiBox engineer will assist you. |
Q3. |
An email I sent was rejected by the recipient. What can I do? |
Ans. |
Contact our toll-free customer service line by dialing 0800-080-365. And provide the email that was rejected, information about the sender, recipient, time, and rejected message to our customer service staff, or leave a message. A hiBox engineer will assist you. |
Q5. |
I do not want spam filtering for my email. What can I do? |
Ans. |
Contact our toll-free customer service line by dialing 0800-080-365. And provide your email address to our customer service staff, or leave a message. A hiBox engineer will exclude your email address from our spam filter. |
|