What to do if 15NBS E-mail isn't being automatically forwarded to your personal account

If you have E-mail automatically forwarded from your 15NBS account to your personal E-mail account and messages do not appear to be being forwarded there are a few things you can check before getting in contact with us.

07 November 2012 Frequently Asked Questions  E-mail

If you have E-mail automatically forwarded from your 15NBS account to your personal E-mail account and messages do not appear to be being forwarded there are a few things you can check before getting in contact with us.

Check your personal mail spam filter/settings

More often than not, E-mail is being correctly forwarded however it has been caught by your the spam filter of your personal E-mail account.  You should check the spam/junk mail folder and if the missing E-mails are found, adjust your spam filter settings accordingly.

Check your 15NBS mailbox

Next you should check your 15NBS mailbox and see if the messages you are missing are there.  If not, then it is possible that they have not been sent!  The easiest way to check your 15NBS mailbox is using the webmail link (available on each Gateway page).

Check that there isn't a problem with your personal E-mail provider

If after the previous checks you find messages are in your 15NBS mailbox but not in your personal account then the next step is to check with your personal E-mail provider.  It is possible that there may be an issue which is affecting their service and the delivery of messages.  Usually they will have a status page or contact number for you to refer to.

Check the size of the message

Particularly large E-mails may be blocked by your personal E-mail provider.  The 15NBS E-mail system generally allows messages with attachments of up to 50MB in size in total however the limit for many free services is 25MB.

If the message is too large you should speak to the sender and ask them to compress or separate the attachments.

Still not being forwarded?

If there is still no E-mail being forwarded, then please contact us and we can investigate the matter for you however before calling please bear in mind the following:

  1. We will need confirmation of the address being forwarded to.
  2. If it is a specific E-mail that is missing, we will need to know the date and time the message was originally sent to you and from whom.
  3. We may need to access your 15 New Bridge Street mailbox but will not be able to do that without your permission.
  4. We will resolve any issue with the 15NBS E-mail and confirm that E-mails are being forwarded on to your provider but we won't be able to do anything more than that.

Questions & Answers

Can you check my personal E-mail for me to fix the problem?

No, unfortunately not.  Our support services only cover E-mail matters relating to the 15NBS E-mail system.  Problems or help needed with your personal E-mail account should be referred on to your E-mail provider.

Can I change my forwarder address?

Yes of course, please contact us and we will do that for you however we will need to speak to you to confirm the request is genuine and check the new address to forward to.

Can I have my E-mail forwarded to more than one address?

Although it is possible we do not provide this facility. You may be able to set up your personal E-mail to forward a copy on to the other address.  Again you should refer to the provider and their help for further information.

Tags  email forwarding

Corrections or suggestions