Email Hosting Migration – Frequently Asked Questions

Why is this happening?

We are migrating Generation 1 mailboxes, along with any unused mailbox quota, over to our new platform as part of our commitment to improving our products and services.

When will this happen?

The process is expected to start from 17th April 2023.

Although we’re unable to confirm exact timings, we will send you an email 7 days and 1 day prior to your migration. The amount of time it will take for your migration to complete will depend on both the number and size of your mailboxes. However, we will notify you via email once your migration is complete.

We estimate that all migrations will be completed by December 2023.

Will the price of my mailbox be changing?

Here is a breakdown of our mailbox plans and their prices:

Please note: prices exclude VAT.

How will my email product change?

Storage

The biggest change is with bundled mailboxes (i.e. mailboxes included with paid packages such as Website Builder or Web Hosting). From 29th May 2023, any bundled Generation 1 mailboxes that use:

• Less than 1GB in storage: will be moved to our paid ‘Starter’ package (£23.88 per year*)
• More than 1GB in storage: will be upgraded to our paid 10GB ‘Individual’ plan (£35.88 per year*).

You will not be charged for these mailboxes for the first 12 months, starting from the date of your successful migration. After that, the new mailbox will be charged at the standard renewal price (as listed above) and your migration date will serve as the new renewal date for your mailboxes going forward. Your new mailbox will be paid for and managed independently from the main product it was originally bundled with.

Mailbox quota

Any unused quota for bundled mailboxes will no longer be available on the new platform.

For example, if you’re currently entitled to 5 bundled mailboxes but have only set up 2, these 2 bundled mailboxes will be maintained as part of a paid package, while the unused quota of 3 mailboxes will no longer be available for use on the new platform. However, this does not affect any mailbox quota that you’ve purchased separately.

What are the main differences with this new platform?

Here is a list of the main differences between the current and new platform:

Our new platform will also allow you to create unique forwarding rules that will automatically forward emails to a specific contact or move them to a specific folder, based on that message’s subject line and/or recipients, allowing you to organise your inbox in a more efficient manner.

*100 forwarders if you only have domain names in your 123 Reg account, and 300 forwarders if you have any other products in your 123 Reg account. However, as of 8th March 2023, you will not be able to create more than 50 forwarders.

**We will migrate all your existing forwarders to our new platform. If, however, you have more than 50 forwarders in your account, you will not be able to create any new forwarders until you are below this limit.

Will I lose any of my current features?

We may remove any invalid and/or unused elements from our current platform to reduce the chances of your migration being delayed. This will include:

• All catch-all forwarders and ‘Domain Reject’ forwarding rules.
• Any bundled mailboxes that have not been used within the last 180 days.***
• Any email forwarders, including their recipients, that haven’t received any emails within the last 60 days.
• Any recipients for email forwarders that are returning errors.
• Any mailboxes, including their email forwarders, pointing to domains that are no longer registered with 123 Reg OR without any MX records.

***We will only remove unused mailboxes that were bundled with our paid packages, such as Website Builder or Web Hosting. We will not be removing any unused mailboxes that you have paid separately for.

How do I access my Webmail from now on?

This can be done one of two ways. The first way is by entering email.your-domain.extension into the address bar of your web browser. For example, if your domain name is example.com, you would enter email.example.com into your web browser.

Alternatively, you can select the ‘Log in to Generation 2 mailboxes’ option on our Webmail login page. Your login details will remain the same, although they will no longer work when entered into the ‘For Generation 1 mailboxes’ section.

What if I don’t want to be migrated?

You will need to delete your mailboxes within your 123 Reg Control Panel. For details on how to do this, please follow the steps for Generation 1 mailboxes in the following article: Purchasing and configuring your 123 Reg Mailbox – How do I delete a mailbox?

Alternatively, you can request a deletion of your mailboxes by contacting our Support team.

If you do not delete your mailboxes before your migration is scheduled to take place (as indicated by our 7-day notification email), they will be automatically migrated to our new platform. This is because the platform supporting our Generation 1 mailboxes will be shut down once the migration has been completed.

Will my mailbox experience any downtime?

Although we expect minimal downtime, your mailbox will be locked one day prior to your migration. You will not be able to change your mailbox settings from your 123 Reg Control Panel during this time.
In addition to this, you will be unable to access your mailbox via Webmail, our Control Panel or third-party email clients, such as Outlook and Gmail, during the final stage of the migration. We expect that this downtime will only last up to 30 minutes.

We will notify you via email once the migration is complete, after which your mailbox will be unlocked. We will also inform you of any next steps that you need to take.

Will I lose any of my incoming or outgoing emails?

Although we don’t expect any loss of emails during the migration process, you may experience delays receiving messages during this time.

Your mailbox will be locked one day prior to your migration, during this time you will be able to send emails. We expect that this downtime will only last up to 30 minutes.

Please note: If you’ve set up a POP3 account on your email client, we recommend that you create a local backup of your emails before changing to the new configuration for your mailbox. This will ensure that none of your email data is lost. For further information on how to do this, please read our support article: How do I back up my email?

I can't see my Sent folder. Where can I find it?

You can find your Sent folder below your Inbox or within My folders. Depending on which email client you’re using, this folder will have one of the following names:

• Sent
• SentMail
• Sent Messages
• Sent Mail
• Sent Items

Please note: your sent messages may appear in multiple folders.

Will my Terms and Conditions be changing?

Your Terms and Conditions will remain the same and can be seen here.

I have a question that isn’t listed here. What should I do?

Please get in touch with our Support team by raising a ticket or calling them on 0345 450 2310, and they will be happy to assist you.