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Details
Get Started
Q: I just signed up. When can I
get started?
A: When you sign-up you will receive a text message on your mobile
phone that contains your temporary user name and password. Go to the SkyMail.net web site, and
enter this user name and password. You will be taken through a series of
steps to set-up your account. Next you will be taken to the "Get
Started" page where you will learn about setting up your SkyMail contacts.
Q: What do I need before I can start
using the SkyMail service?
A: All you need is a mobile phone an email address and a subscription
to SkyMail. To listen to your SkyMail messages, you will need a
computer that contains a sound card and speakers or a set of headphones that
can be plugged into the computer. There is no special hardware or
software to buy or install!
Q: Can I sign-up for multiple users
on a single account?
A: Yes, you can create a multi user account and add as many users as
you wish. See "How
do I set-up a multi-user account" for more info.
Q: What happens when my free trial
is over?
A: When your free trial is over you will be required to pay for your
SkyMail service to continue using it. Just log on to your account at SkyMail.net and follow the
instructions. You may purchase service anytime during your free trial by
selecting Purchase located under “My Profile” or “Account Manager”.
Q: Can I change the name of my
pre-configured contacts such as "Action Items" to ‘Tasks” or to
something else?
A: Yes. You can edit the entry in the Contacts list by simply clicking
the edit icon and making changes in the Name field next to the SkyMail
contact you wish to edit. Additionally you may edit the entry in your
phone's phonebook. You can change any entry in this manner.
Sending and Receiving SkyMail Messages
Q: What is a
"SkyMail" message?
A: A SkyMail message is a voice email you can create by using your
mobile phone. Instead of typing a text email, the SkyMail service
allows you to record a message that can be listened to when received as an
email.
Q: How do I send a SkyMail message?
A: Each time you add an individual or group SkyMail contact, you will
be assigned a unique SkyMail phone number for that contact. You simply
add their name and the number to the mobile phone's address book. When
setting up the contact in your mobile phone's address book, it would be a
good idea to distinguish the contact name and type as it relates to
SkyMail. For example, you can simply save your SkyMail contact John
Smith as X John Smith or John Smith Sky in your mobile phone. This will
make it easier when you simply want to send a SkyMail to someone who you may
contact by phone as well. When you want to send them a SkyMail message
simply scroll to the associated name and number, press the Send button, speak
and then end the call when you are finished.
Q: What about the person(s) receiving my
SkyMail message? What do they need to hear my voice?
A: Your SkyMail contact needs an email address, a computer with a
sound card, and either speakers or headphones. No special hardware or
software is necessary. SkyMail is the fastest way to send an email
message in any format. The advantage of having the contact hear your
voice is that you can communicate exactly what you want to say with the
appropriate emphasis and emotion.
Q: How do I know my SkyMail message made it
to the email address I entered?
A: If the email address you entered is a valid address, the SkyMail
message will be delivered. Once a message has been opened, a
"Received" check will be present on the messages page with a time
and date stamp indicating when the message was opened. If the contact opens
the message and clicks on the link, there may be a reply sent back to the
handset or a system generated 'Message Received' reply. This can be set
in your profile.
Q:Why did I receive an error message saying "incorrect or unassigned number"?
A:The number that you have in your phone does not match the
correct number assigned by the system. Check the SkyMail number on the
Contacts page from the SkyMail Web site.
Q: Does a SkyMail message live on my hard
drive?
A: SkyMail messages are usually delivered as a link to an audio file
on our server. If you selected to attach an audio file, it will occupy
space on the contact's hard drive, but it may be deleted as soon as it is not
needed.
Q: Can I save my SkyMail messages for use
at a later time?
A: The SkyMail system will maintain the last 100 messages
created. The system will automatically purge any messages after you
exceed your 100 message maximum to your email client. You can turn this
feature off in your profile under “Advanced Settings.”
If you want to save the messages, choose the 'save audio file'
link after you have opened the SkyMail message. Another option is to attach
an audio file to the message. When the SkyMail message is delivered,
you can right-click to save this to your computer.
Q: What happens to a SkyMail reply
message when the contact clicks "Send"?
A: When you type a response and click the "Send" button, the
person who sent you the SkyMail message will receive your text reply on their
mobile phone. This reply is also stored on the server and can be read
on the Messages page.
Q: How do I receive a SkyMail reply?
A: SkyMail reply is sent to your handset as a text message.
Q: Can I respond to a SkyMail reply?
A: After you have read the SkyMail reply, simply push the send button
to record another SkyMail response back to your contact. It's that
easy! You don't need to scroll through your phonebook to locate the contact
again.
Q: Can a Contact change their response
after sending the SkyMail reply?
A: No, but you can append additional replies if you still have the
original SkyMail message. Open it and click the 'Play your SkyMail
message' link again. Provided the sender has not deleted the original
message from the SkyMail server, you will be able to reply again to the
message.
Q: Can I delete a SkyMail I did not
intend to say?
A: Yes. If your contact has not listened to the message you can
login to your account and delete it. When the contact tries to access
the SkyMail they will receive a message that displays text stating the record
does not exist or has been deleted.
Q: Is the information in a SkyMail
message or reply secure?
A: The information you send with a SkyMail message is as secure as any
other Web document sent through the Internet.
Q: Is the information in a SkyMail
message or reply anonymous?
A: The information you send with a SkyMail message is as anonymous as
any other Web document sent through the Internet. However, the
technology does not rely upon the use of cookies. Unless you
intentionally enter identifying information while responding to a SkyMail
message, your information can be reasonably considered as anonymous.
Q: How long are my messages saved
online?
A: When there are more than 100 messages and they are older than 60
days, they will be purged. When both conditions are met, the oldest
messages are deleted first. The system will automatically purge any messages
after you exceed your 100 message maximum to your email client. You can
turn this feature off in your profile under “advanced settings”
Q:I sent a Group message and one of those contacts responded
with text. When I press send to reply, am I replying to that person or
the entire group?
A: When you reply to a group message you are only replying to
sender. The rest of the group will not see your reply.
Account Management
Q: How do I set up a
multiple user account?
A: There are two ways to set up a multi-user account.
Once you have signed up for SkyMail click on the Account Manager tab. You
will be taken to a multi-user account information page. Enter the required
information and you’re now ready to start adding additional users to your
account.
Q: How do I add more users to my account?
A: You may add more users to your account at any time. Login to SkyMail.net and go to
"Account Manager." Click on "Users."
If you have not previously created a multi-user account you
will be asked to do so at that at this time.
Q:Can I add more users to my account if
I already paid?
A: Yes. Adding a user initiates a 30 day free trial. After
their free trial is over you will be required to pay for the added
users. Click "Purchase" under “Account Manager.”
Q: What is an Account Manager?
A: An Account Manager is the primary administrator for a multi-user
SkyMail account. Account Managers have the ability to manage users and
pay for service. Single users are Account Managers by default.
Account Managers can delegate Account Manager 'permissions' to any other new
users they add. You will be required to identify and pay for at least
one account manager when you purchase a multi-user account.
Q: How do I delete a user from my
account?
A: To delete a user from multi-user account please contact
customer care.
Q: What else can an Account Manager do?
In addition to adding, managing, and purchasing service
Account Managers can organize the users by category or field office, create
shared contacts, and assign user to those shared contacts. For more
information on using the Account Manager tools login to SkyMail.net and click on the Help menu.
Billing
Q:What is the 30 day
Free Trial?
A: Our 30 day Free Trial gives you the opportunity to try SkyMail without
risk or obligation. The free trial contains all of the
functionality but stops working after 30 days. You will receive notification
at the end of the trial period with instructions on how to purchase service
on SkyMail.net.
Q: How much does it cost?
A: Option 1 – A monthly charge of $14.95. Option 2 – An annual charge of $139.95. This option
provides annual savings of $39.45, a 22% discount off the standard rate.
These fees will be charged to your credit card on an ongoing basis. You may contact us to
cancel at any time, but we do not offer a refund or credit. Please note
that you may incur long distance and text messaging charges if these are not
included in your current wireless plan.
Q: How do I pay for the service?
A: You can choose to pay at any time during your free trial.
Once your free trial is over you will need to purchase a SkyMail subscription
to continue your usage of the service. Login to SkyMail.net and you will
be automatically taken through the purchase process. You can also find the
Purchase button under “My Profile” and “Account Manager.”
Q:How do I cancel the service?
A: You can cancel your service at anytime by contacting
us directly. There are no refunds for subscriptions already
purchased.
Q:Can I pay by credit card?
A: Yes, when you purchase the service you will be offered this option.
Q: Can I be billed by invoice?
A: Multi-user accounts with more than 10 users can pay by
invoice. When you purchase the service you will be offered this option.
SkyMail Text Messaging
Q: What is the
SkyMail Text Messaging service?
A: SkyMail Text Messaging allows a person at a PC to send a text
message to a SkyMail subscriber's phone. Upon reading the message, the
subscriber can push send and speak to send an audio email response back to
the PC.
The feature delivers simple, non-intrusive communications to mobile teams
equipped with SkyMail service. A contact can conveniently respond at an
opportune moment, and without the time, attention and effort of typing a text
message.
Q: How is a SkyMail Text Messaging
message different from a regular text message?
A: Unlike a normal text message, a SkyMail Text Messaging message can
be responded to with voice at the push of a button. The response is
delivered to the originator's email address instead of to another mobile
phone. The contact can only respond by pushing send and recording an
audio response to the message originator. Additionally, the SkyMail
Text Messaging service is included with your SkyMail account.
Q:Do I have to be a SkyMail
subscriber to send a SkyMail Text Messaging message?
A: No. Non-subscribers can use SkyMail Text Messaging to send
communications to SkyMail subscribers. However if you are not a
subscriber, at least one SkyMail subscriber must have you set up to receive
their SkyMail audio messages in order for your contact list to be
populated.
Q: How do I send a message?
A: To send a SkyMail Text Messaging message to a SkyMail subscriber,
simply select their name on your SkyMail Text Messaging message Contact List
and press the SUBMIT button. When a text box appears, type your message
and press SUBMIT to send.
Q: What is a SkyMail Text Messaging
Contact List?
A: The SkyMail Text Messaging Contact List is comprised of SkyMail
users that have added you as an individual contact with text reply
capability.
Q: How do I access my SkyMail Text
Messaging Contact List?
A: Subscribers can access it via the "Text Messaging" link
at the top of their SkyMail account. Non-subscribers can request this
Contact list by going to the SkyMail Text Messaging tab, entering their email address
and clicking on the Submit button.
Q: How does someone become a SkyMail
Text Messaging contact?
A: A person will appear on your SkyMail Text Messaging Contact List if
they are SkyMail subscribers and have your email account set up to be able to
receive SkyMail audio messages.
Q: Does it cost anything to use the SkyMail
Text Messaging service?
A: SkyMail Text Messaging service is included at no extra charge with
SkyMail service. Please note that you may incur text messaging charges
if these are not included in your current wireless plan.
Troubleshooting
Q: I signed up for
the service but I never received a text message with my user name and
password?
A: You may have entered the wrong mobile phone number or carrier when
you signed up.
You can verify if the number you signed up with is correct, by looking at the
email that was sent out at the same time as the text message. If you
are still having problems contact
customer care.
Q: I'm having trouble playing messages - how
do I troubleshoot?
A: Windows users running Internet Explorer will use the Windows Media Player
which is assumed to be installed automatically by Windows. Windows
users running other browsers such as Netscape, Firefox and Opera will be
required to have Quicktime.
It the appropriate player is not installed, please link to those sites and
download and install the player. MAC users also use Quicktime
(which is assumed to be installed) regardless of the browser. Again, if
the player is not installed, please download and install the player.
Q:My contacts are not receiving
their SkyMails?
A: The mobile number you are calling to send a SkyMail may have
incorrectly been entered in your address book. Correct the number in
your mobile phone and try again.
Q: I've tried everything and still
can't get it to work?
A:
The mobile number you entered when you signed up may be wrong. Login
and check your profile.
If it is incorrect, contact SkyMail customer support and have it
corrected.
The
SkyMail number you are calling to send a SkyMail was incorrectly entered
in your phonebook.
It should be 3 numeric fields separated by hyphens like this example
number: 858-123-4567.
You
have not made a separate entry in your phone book for the SkyMail
number.
Add a separate entry in your phone's address book for each SkyMail
contact. Note: beginning the name with a plus or x is a common trick to
indicate it is a SkyMail entry.
Q: I am not getting confirmation
of account changes, edits, or additions within the SkyMail site. What
should I do?
A: Pop-up blockers may block the operation of some of the pages at our
website. Enable pop-ups for the SkyMail URL or for the specific action you are
attempting.
Q: When I log in with correct username
and password I am returned to the Login page. What does this mean?
A: Our site requires the use of third party cookies. In your
browser preferences allow third party cookies. If using Internet
Explorer go to 'Tools', 'Internet Options', and 'Privacy'. Select the 'Advanced'
tab and check the box 'Override automatic cookie handling.' In
addition, select 'Accept' under 'Third-Party Cookies.'
Q: I have third party internet security
software installed; will this affect the use of SkyMail?
A: No, the SkyMail site will continue to functions, however, if this
software utilizes a pop-up blocker you will need to add the SkyMail website
to trusted sites list. Also, if applicable, you will need to allow
third party cookies.
Q: My contacts are not receiving
their SkyMail messages. I have verified their addresses, the numbers
associated with their addresses, as well as, my account information and all
is correct.
A: Your message may have been marked as spam by your recipient's email
client. Have your recipient check their bulk mail folder for your
SkyMail message. If the message is determined to be spam have your
recipient add 'SkyMail@SkyMail.net' to their safe senders list.
Q: I sent a short message to a
recipient and they claim to have not received it. As well, my message
does not show up in my messages page.
A: A SkyMail message can be a minimum length of 5 seconds and a
maximum length of 5 minutes.
Make sure you hit Send and record for at least 5 seconds. If you still
don't receive it, contact SkyMail care.
Q: My contact did not receive the photo with the message I sent. What could have happened?
A: If your contact received a message but no photo, you may have sent the photos more than an hour prior or more than hour after the SkyMail message was sent. Check the Unassigned Photos page. From the main menu, select Messages > Click on Unassigned Photos to view photos that were not sent with the message.
When sending photos, send the photo first then send your message.
Q: Am I being charged for sending photos?
A: Charges may apply based on your rate plan.
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