CertMail Full or Not Receiving Additional E-Mail Messages

If a CertMail mailbox is full or not receiving new message, this doc will help fix the problem.

Document 5707  |  Last updated:  05/21/2017 JH9

For details on setting up CertMail, see our Configuring CertMail document.

This problem is indicated by one of the following:

  • You do not receive new messages in your CertMail mailbox.
  • Associates who send you e‑mail indicate that they're receiving "Mailbox Full" return/undeliverable messages when they send you e‑mail.
  • You're using CertMail as a forwarding address to another e‑mail account and you suddenly stop receiving your forward e‑mail.

This is caused because your CertMail mailbox has reached its 100 MB capacity.

CertMail comes with a large 100 MB capacity per Inbox.  If you experience one of the above symptoms, your Spam folder, Delete Items folder or Inbox may be stocking unnecessary messages.  To clean out these unneeded messages, you have several options:

Clearing Old E‑mail Messages from CertMail via WebMail

If you want to delete your CertMail messages via WebMail:

  1. Go to www.certmail.com, enter your CertMail Username and Password, and click Login.
  2. Once your mailbox loads, click the Inbox folder on the left.
  3. Now, go through the messages in your Inbox and delete any unneeded messages.
    • To delete all of the messages in an entire folder, click the folder on the left and then click the Empty link at the top of the screen.  Then, continue with step 8.
    • To delete a message from your Inbox, just click it, then click Delete in the toolbar.  Then, continue with the rest of these steps to remove all the messages you need to from your mailbox.

  4. Repeat this process until you've cleared all unneeded messages from your Inbox.
  5. Once you've cleared the unneeded message from your Inbox, you should also clear any spam from your Spam folder.  Click the Spam folder in the list on the left to view your suspected spam.
  6. Review the messages in your Spam folder. To delete a spam message, just click it and then click Delete in the toolbar.
  7. Repeat this process until you've deleted all the unnecessary messages from your Spam folder.
  8. Finally, to clear these deleted messages from your mailbox, click the Deleted Items folder on the left.
  9. When the Deleted Items folder loads, click the Empty link at the top of the screen.

Clearing Old E‑mail Messages from your e‑mail client

There are several ways you can clear old e‑mail messages from CertMail.  If you've already set up your CertMail account in Outlook or another e‑mail client, you can simply delete the e‑mail from directly within the e‑mail client.  The exact process varies based on your e‑mail setup, but generally, one of the following will work:

  • With a POP3 setup, delete any unneeded messages from your Inbox.  Then, right-click your Deleted Items box and choose Empty Deleted Items from the menu that appears.
    • Another option for POP3 is to set Outlook to automatically delete e‑mails from your CertMail account by disabling the Leave email messages on your email server option.  Be aware, however, that this removes the e‑mails from your server permanently.  For more information, click here.
  • With an IMAP setup, the process varies based on your e‑mail client:
    • In Outlook 2010 and 2013, deleting the messages normally automatically purges them from CertMail.
    • With Outlook 2003 and 2007, you must manually purge the deleted messages.  Click here for instructions.
    • If you use Mozilla Thunderbird, click File, then choose Compact Folders.
    • For Windows Live Mail, click Edit, then click Purge Deleted Messages.
    Both of these processes require that you set up your CertMail account per our specifications. For more information about how to set up your e‑mail client with your CertMail account, see our Tech Doc on the matter.

Buying Additional CertMail Storage Space

If you feel your best option is to purchase additional storage space for your CertMail account:

  1. Go to www.certmail.com, enter your CertMail Username and Password, and click Login.
  2. Click More Info at the bottom left of the screen.
  3. In addition to a breakdown of your current space usage, the screen that appears gives you the option to purchase additional space.  Click the icon beside the Purchase additional space sentence to buy additional mailbox space.

  4. By default, you can purchase 50 MB of additional space, but if you need more than that, just increase the Quantity of 50 MB allotments that you want, click Checkout and place your order.

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