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Frequently Asked Questions

Account Management

How do I change my password?

You can change your password by logging into the Account Control Panel. See the Account settings section for detailed instructions.

I have forgotten my password

Contact your system administrator to have a password reset email sent to an external address. System administrators can also manually set a new password for your account.

Can I use my account on multiple devices?

Yes. You can access your Kopano Cloud account on as many devices as you need. Your emails, calendar, and contacts will stay synchronized across all devices when using Outlook, ActiveSync or IMAP.

How do I change my profile picture?

Log into the Account Control Panel and upload a new profile picture. It will be displayed in email clients that support profile pictures.

Email Clients

What's the difference between IMAP, ActiveSync, and Outlook Exchange sync?

  • IMAP is an email-only protocol. It syncs your email across devices but does not sync calendars, contacts, or tasks.
  • ActiveSync is a full synchronization protocol that syncs email, calendar, contacts, tasks, and notes. It supports push notifications for instant email delivery. Primarily used on mobile devices.
  • Outlook Exchange sync (used by Microsoft Outlook) provides the most complete integration with Kopano Cloud, including advanced features like shared mailboxes, delegation, calendar sharing, and out-of-office settings.

Recommended setup: - Desktop (Windows): Outlook with Exchange sync (preferred) - Mobile devices: ActiveSync - Other desktop clients: IMAP - Web: Kopano WebApp

How do I connect Aqua Mail to Kopano Cloud?

Aqua Mail attempts to use EWS (Exchange Web Services) after automatic configuration. Kopano Cloud does not currently support EWS. Instead, manually configure your account to use IMAP.

How do I connect eM Client to Kopano Cloud?

eM Client attempts to use EWS (Exchange Web Services) after automatic configuration. Kopano Cloud does not currently support EWS. Instead, manually configure your account to use IMAP.

Can I use the Gmail app with Kopano Cloud?

Yes. The Gmail app supports both IMAP and ActiveSync for non-Gmail accounts. You can configure it using ActiveSync for full email, calendar, and contacts sync, or use IMAP for email-only access.

Which email client should I use?

We recommend:

Calendars and Contacts

How do I access my calendar on mobile?

Configure your account using ActiveSync on your mobile device. Your calendar will automatically sync to your device's calendar app.

Why can't I see my contacts on my phone?

Make sure your account is configured using ActiveSync, not IMAP. IMAP only syncs email, while ActiveSync syncs email, calendar, contacts, and tasks.

Can I share my calendar with colleagues?

Yes. Calendar sharing is supported in Outlook and the Kopano WebApp. See Microsoft's calendar sharing documentation for Outlook users.

Sending and Receiving Email

Why can't I send large attachments?

The maximum attachment size is determined by your system administrator. If you need to send large files, consider using a file-sharing service and sending a link instead.

Contact your system administrator to find out your current attachment size limit.

Can I use my account offline?

Yes. When using Outlook or IMAP clients with caching enabled, you can read and compose emails offline. Changes will sync automatically when you reconnect to the internet.

Mobile devices with ActiveSync also cache emails for offline access.

How do I recover deleted emails?

Deleted emails are moved to the Deleted Items folder. If you've emptied that folder, contact your system administrator. Depending on your organization's retention policy, deleted items may be recoverable for a limited time.

Why are my emails not syncing?

Check the following:

  1. Verify your internet connection is working.
  2. Check your email client settings match the configuration guide for your client.
  3. Verify your password hasn't changed.
  4. Try removing and re-adding the account.

If the problem persists, contact your system administrator.

Storage and Limits

What is my mailbox size limit?

Mailbox size limits are set by your system administrator. To check your current usage, log into the Kopano WebApp or check with your administrator.

How do I free up mailbox space?

To reduce your mailbox size:

  1. Delete old or unnecessary emails.
  2. Empty your Deleted Items folder.
  3. Remove large attachments from emails.
  4. Archive old emails to a local folder (Outlook only).

Are there rate limits I should know about?

Kopano Cloud implements rate limiting to protect server performance. Under normal usage, you should never encounter these limits. If you're developing an application or automation that accesses your mailbox, contact your administrator about rate limits.

Data Export and Migration

How do I export my emails?

In Outlook: File > Open & Export > Import/Export > Export to a file > Outlook Data File (.pst)

In Thunderbird: Use the ImportExportTools NG add-on

In Webmail: Select emails and use the export function

I'm switching from another email provider. How do I migrate?

  1. Configure your Kopano Cloud account in your email client.
  2. If your old provider allows IMAP access, you can drag and drop emails between accounts in most desktop clients.
  3. For large migrations, contact your system administrator about using migration tools.

Troubleshooting

I'm getting certificate or SSL errors

Certificate errors usually mean:

  1. Your device's date and time are incorrect - check and correct them.
  2. There's a network security device intercepting connections - contact your IT department.

Only accept certificate warnings if you're certain they're from your organization's server.

My email client keeps asking for my password

This usually means:

  1. Your password was changed recently - update it in your email client.
  2. Your account credentials are incorrect - verify your email and password.
  3. Your account may be locked - contact your system administrator.

How do I enable logging to troubleshoot issues?

If your system administrator asks you to enable logging:

  • Outlook: File > Options > Advanced > Enable troubleshooting logging
  • Thunderbird: Help > More Troubleshooting Information > about:config > mailnews.send.logLevel (set to "All")
  • Mobile: Usually in Settings > Mail > Advanced > Enable logging

Always disable logging after troubleshooting to avoid performance issues.