Each e-mail account with POP3 Access enabled has access to the same account via the webmail interface.  Sometimes, an e-mail message may get hung up in the webmail system or moved to another location in the account and the message is not downloaded by the e-mail client. This could be due to the following reasons:

1. The message was filtered into the Junk-Mail folder.
2. The message was placed in the Infected Mail folder.
3. A user-created filter moved the message from the Inbox to an alternate folder.
4. When the message arrived, the mail server was unable to determine how to save the message and placed it in the webmail inbox by default.

Messages Filtered to Junk-Mail Folder
Depending upon your junk-mail settings, your options may vary.

1. Standard Junk-Mail Filter - Turn off the filter and allow all messages to be downloaded to you Inbox.
2. Premium Junk-Mail Options - After logging into the webmail system, follow the steps below:
   1. Click Options
   2. Click Filters
   3. Click Junk-Mail Options
   4. Scroll down to the section headed "Premium Junk-Mail Action Settings"
   5. Select "Append the phrase [SPAM] at the beginning of the Subject line and leave the message in my Inbox."
   6. Your settings will automatically update

Messages Placed in Infected Mail Folder
If users have Virus Scanning or Virus Removal enabled, we do not allow messages with known viruses to be downloaded.  Also, in the event that an attachment is password protected and cannot be scanned, the message will automatically be placed in the Infected Mail folder.  While this option may be an inconvenience for some users, our virus scanning solution will err on the side of caution.

If messages are being improperly placed in the Infected Mail folder, you have three (3) options:

1. Ask the sender to NOT password protect the attachment(s) being sent
2. Turn off Virus Scanning / Virus Removal
3. Subscribe to a third-party anti-virus solution

User-Created Filters
In most cases, users will not have filters established withing their webmail account. However, if filters are in place, you may need to remove them to insure that message arrive in your Inbox.

To remove your user-created filters, please login to your webmail account and follow the steps below:

1. Click Options
2. Click Filters
3. Click User Filters
4. Click the  icon corresponding with the Filter you wish to remove.

Message Not Saved Correctly
If the incoming e-mail message arrived at the same time one of the servers was experiencing problems, the only options is to forward the message to yourself so the system will correctly save the message so it can be downloaded.