.gov.uk emails help and info

This guide covers everything you need to know about setting up and using your HugoFox .gov.uk email. Whether you're logging in for the first time, connecting your email to Outlook or your phone, or transferring messages from an old account, you'll find step-by-step instructions below. Our UK-based support team is always on hand if you get stuck or have any questions.

Setting up your first mailbox

Once your order is complete, you'll receive a confirmation email with your selected addresses, login details and step-by-step setup instructions. When logging in for the first time, you'll be prompted to:

1. Change your temporary password in Settings → Security Centre.
2. Enable Two-Factor Authentication (2FA) using an authenticator app or hardware security key.

These steps only take a minute and ensure that every account meets GDS security expectations. We recommend encouraging all councillors and staff to complete these steps before sending their first message or sharing their email address.

Tip: Download an authenticator app such as Google Authenticator or Microsoft Authenticator before you begin. You'll need it to scan a QR code during the 2FA setup process.

Connecting to Outlook

Although the HugoFox webmail works anywhere, many clerks and councillors prefer using Outlook. Your new .gov.uk email supports both auto-discovery (for most users) and manual setup.

Auto-discovery (recommended):

1. Open Outlook and go to File → Add Account.
2. Enter your full .gov.uk email address and click Connect.
3. Enter your password when prompted.
4. Outlook should find the correct settings automatically and complete the setup.

If automatic setup fails, tick the "Let me set up my account manually" box, select IMAP, then enter the server settings from section 6 below. Use mail.spacemail.com for both incoming and outgoing servers with SSL/TLS security enabled.

Connecting to Apple Mail and iPhone

Mac (Apple Mail):

1. Open Mail and select Mail → Add Account from the menu bar.
2. Choose "Other Mail Account" and click Continue.
3. Enter your name, full email address and password.
4. If automatic detection fails, select IMAP as the account type.
5. Enter mail.spacemail.com for both incoming and outgoing servers.

iPhone and iPad:

1. Go to Settings → Mail → Accounts → Add Account.
2. Select Other → Add Mail Account.
3. Enter your name, email address and password, then tap Next.
4. Choose IMAP when prompted.
5. For both incoming and outgoing mail servers, enter mail.spacemail.com.
6. Under Advanced settings, confirm IMAP port is 993 and SMTP port is 465, both with SSL enabled.

Connecting to Gmail and Android devices

You can add your .gov.uk email to the Gmail app on Android or access it through a personal Gmail account on a desktop. Gmail users with personal accounts will need an App Password if they use two-step verification.

Gmail app on Android:

1. Open Gmail and tap the menu (≡) → Settings → Add account.
2. Select Other and enter your .gov.uk email address.
3. Tap Manual Setup and choose IMAP.
4. Enter server: mail.spacemail.com, port: 993, security: SSL/TLS.
5. For outgoing settings, use port 465 with SSL/TLS.
6. Ensure "Require sign-in" is enabled for the SMTP server.

Google Workspace users should follow Google's OAuth prompts when adding the account.

Transferring emails from your old mailbox

Moving emails from your old account to your new .gov.uk address is straightforward using the built-in migration tool in Spacemail webmail.

1. Log in to your Spacemail webmail.
2. Navigate to Settings → Email migration.
3. Click "Migrate to Spacemail".
4. Enter your old email provider's details (address, password, IMAP server).
5. The tool transfers your emails while preserving folder structure and read/unread status.

Important: Before migrating, enable IMAP on your old account. For Gmail, go to Settings → Forwarding and POP/IMAP → Enable IMAP. For accounts with two-factor authentication, you'll need to create an "app password" rather than using your normal login password.

Tip: Run migrations during evenings or weekends when email traffic is low. Large mailboxes may take several hours. After migration, consider setting up forwarding from your old address for 6–12 months to catch any emails sent to your old address.

Server settings for manual setup

If you need to set up your email manually on any device or email client, use these settings:

• Incoming Server (IMAP): mail.spacemail.com
• IMAP Port: 993
• Incoming Server (POP3): mail.spacemail.com
• POP3 Port: 995
• Outgoing Server (SMTP): mail.spacemail.com
• SMTP Port: 465
• Security: SSL/TLS (all connections)
• Username: Your full email address
• Password: Your account password

Note: Always choose IMAP over POP3. IMAP keeps your emails synchronised across all devices—your phone, tablet and computer all show the same inbox. POP3 downloads emails to one device only, which can cause confusion and lost messages.

Frequently asked questions

How do I reset my password?

Use the "Forgot Password" link on your webmail login page. Check your spam folder for the reset email. After changing your password, remember to update it on all your devices.

How do I enable two-factor authentication?

Go to the Security Centre in webmail settings, enable Two-Factor Authentication, then scan the QR code with an authenticator app. Save your backup codes securely—you'll need these if you lose your phone.

What are SPF, DKIM and DMARC?

These are email security technologies that prevent criminals from sending fake emails pretending to be from your council. They're configured automatically when we set up your domain - you don't need to manage them yourself.

How much storage do I have?

Each mailbox includes 15GB of storage. You can check your usage in webmail settings. Additional 10GB blocks are available for £1.49 per mailbox per month if needed.

Can I use my .gov.uk email for personal purposes?

No. GDS guidelines require that .gov.uk mailboxes are used only for official council business. Personal subscriptions, online shopping and newsletters should use your personal email address.

Troubleshooting common problems

Cannot connect to server

First check your internet connection, can you browse websites? If yes, try accessing your email via webmail in a browser. If webmail works but your app doesn't, verify your server settings match those in section 6. Wrong port numbers or missing SSL/TLS are the most common causes. On mobile devices, check that your password is entered correctly in both incoming and outgoing server settings.

Emails not sending

Check your outbox for stuck messages. Verify your SMTP settings (port 465 with SSL/TLS). Try sending via webmail, if that works, the issue is with your email app settings. Ensure you haven't exceeded sending limits.

Emails going to spam

Mark legitimate emails as "Not Spam" consistently to train the filter. Add important senders to your contacts. Create filters to always deliver emails from specific addresses to your inbox. If the problem persists, contact our support team.

Account locked after too many password attempts

Wait 15–30 minutes before trying again, or use the password reset function. After changing your password, update it on all devices - phones and tablets often continue trying to connect with old passwords, which can lock your account again.

Conclusion

Setting up your .gov.uk email is straightforward, and our UK-based support team is always here to help if you get stuck at any stage.

Need a hand? Our support team is here 24/7:

• Email us at team@hugofox.com
• Use the contact page
• Silver or Gold customer? Call us on 01635 888 442