.gov.uk emails help and info

Setting Up Your .gov.uk Email

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.

1. 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, go to spacemail.com and enter the email address and password provided. You'll be prompted to:

• Change your temporary password. Click the cog icon in the top-right corner of the webmail screen, then click Launch Security Center and select Change password.
• Enable Two-Factor Authentication (2FA) using an authenticator app or hardware security key. You'll find this option in the same Security Center screen.

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.

Important: When you enable 2FA, you'll be given a set of backup codes. These are one-time codes you can use to log in if you lose your phone. Write them down and keep them somewhere safe and separate from your device.

2. Managing your account

All .gov.uk email accounts are managed by HugoFox on behalf of your council. Please note:

• Only the clerk can request password resets, new accounts being set up, or old accounts being removed.
• If you forget your password, ask your clerk to contact HugoFox and we'll reset it for you.
• There is no "Forgot Password" link on the webmail login page — password resets are handled by our team.

To request any account changes, your clerk should email team@hugofox.com or call 01635 888 442.

3. Connecting to Outlook

Your .gov.uk email works straight away through webmail at spacemail.com — there's no requirement to connect it to Outlook, Gmail, Apple Mail or any other app. Webmail gives you full access to your inbox, calendar and all features from any device with a browser. The sections below are simply here if you'd prefer to use a dedicated email app as well.

Although the HugoFox webmail works anywhere, many clerks and councillors prefer using Outlook. Your new .gov.uk email works with both the New Outlook app (the default mail app on Windows 10 and 11 from late 2024) and Classic Outlook (included with Microsoft 365 subscriptions).

New Outlook (recommended — auto-discovery):

If this is your first time opening Outlook, it will ask you to enter an email address straight away. If you already have another account set up, go to View → View settings, select the Accounts tab, then click Add account.

1. Enter your full .gov.uk email address.
2. Enter your password when prompted.
3. Outlook will find the correct settings automatically and complete the setup.
4. You may see a message about syncing to Microsoft Cloud — click Continue to proceed.

Tip: Auto-discovery means Outlook detects your server settings for you. In most cases, you won't need to enter any server details at all.

Classic Outlook (manual setup):

If you're using Classic Outlook (the version included with Microsoft 365), go to File → Add Account. If automatic setup doesn't work, tick the "Let me set up my account manually" box, select IMAP, then enter the server settings from section 7 below.

4. Connecting to Apple Mail and iPhone

Important: Auto-discovery is not currently supported for Apple Mail, so you'll need to enter the server settings manually.

Mac (Apple Mail):

1. Open Mail and select Mail → Add Account from the menu bar.
2. Choose "Other Mail Account" and click Continue. Do not select Microsoft Exchange, Google, or iCloud.
3. Enter your name, full email address and password.
4. When prompted, select IMAP as the account type.
5. Enter mail.spacemail.com for both incoming and outgoing servers.
6. Click Sign In.

iPhone and iPad:

1. Go to Settings → Mail → Accounts → Add Account.
2. Select Other → Add Mail Account. Do not select Microsoft Exchange, Google, Outlook.com, or Yahoo.
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.
7. Make sure your password is entered in both the incoming and outgoing server settings.

5. 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 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 server: mail.spacemail.com, port 465 with SSL/TLS.
6. Ensure "Require sign-in" is enabled for the SMTP server.
7. Enter your .gov.uk email password for both incoming and outgoing servers.

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

6. 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 at spacemail.com.
2. Navigate to Settings → Email migration.
3. Click "Migrate to Spacemail".
4. Enter your old email provider's details (email address, password, IMAP server and port).
5. Enter your Spacemail password to confirm your identity.
6. Click Migrate emails.

The tool copies your emails across while preserving folder structure and read/unread status. Your emails are copied, not moved — they will remain in your old account as well.

Important — before migrating:

• Enable IMAP on your old account. For most providers, this is found in the account settings. For Gmail, IMAP is enabled by default, but you can verify this in Settings → Forwarding and POP/IMAP.
• If migrating from a Gmail account, your normal Gmail password will not work. You'll need to enable two-step verification on your Google account (go to myaccount.google.com → Security → 2-Step Verification), then create an app password (myaccount.google.com → Security → App passwords). Use the app password in the migration tool instead of your normal password.
• If migrating from a Hotmail or Outlook.com account, your normal password will not work due to recent Microsoft security changes. You will need to create a Microsoft App Password, and additional steps may be required. Contact us at team@hugofox.com for our dedicated Hotmail migration guide.
• For other email providers with two-factor authentication enabled, you may also need to create an app password from that provider rather than using your normal login password. Check with your provider if you're unsure.

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

7. Server settings for manual setup

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

Important: 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.

Tip: Make sure you enter your password in both the incoming server and outgoing server settings. Missing the outgoing password is the most common reason emails fail to send after setup.

8. Frequently asked questions

How do I reset my password?

Password resets are managed by HugoFox. Ask your clerk to contact us at team@hugofox.com or call 01635 888 442 and we'll reset it for you. Only the clerk can authorise password resets, new accounts or account removals. After your password has been reset, remember to update it on all your devices.

How do I enable two-factor authentication?

Log in to webmail at spacemail.com, click the cog icon in the top-right corner, then click Launch Security Center. Select Two-Factor Authentication, then scan the QR code with an authenticator app. You'll be given a set of backup codes — these are one-time codes you can use to log in if you lose your phone. Write them down and keep them somewhere safe.

What are SPF, DKIM and DMARC?

These are email security technologies that prevent criminals from sending fake emails pretending to be from your council. If your domain uses Spaceship nameservers (which is the case for most HugoFox customers), these are configured automatically when we set up your domain. If you use a third-party DNS provider, we'll help you add the required records.

How much storage do I have?

Each mailbox includes 15 GB of storage. You can check your usage via the storage indicator in the bottom-left corner of the webmail screen. If you need more space, additional 10 GB blocks are available for £1.49 + VAT per mailbox per month — contact us to arrange this.

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.

Can I request a new email account or remove an old one?

Yes, but only the clerk can authorise these changes. Contact us at team@hugofox.com with the details and we'll set things up for you.

9. Troubleshooting common problems

Cannot connect to server

First check your internet connection — can you browse websites? If yes, try accessing your email via webmail at spacemail.com in a browser. If webmail works but your app doesn't, verify your server settings match those in section 7. 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 — these are separate fields and both need to be filled in.

Emails not sending

Check your outbox for stuck messages. Verify your SMTP settings match section 7 (server: mail.spacemail.com, port 465 with SSL/TLS). Re-enter your password in the outgoing server settings — this is the most common cause. Try sending via webmail at spacemail.com — if that works, the issue is with your email app settings rather than your account. 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

Your account will lock for 15 minutes after three incorrect password attempts. Wait 15 minutes and try again, or ask your clerk to contact us for a password reset. After your password has been changed, 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. Whether you're connecting to Outlook, setting up your phone, or transferring emails from an old account, the steps above cover everything you need.

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

Still have questions? If you didn't find what you need, you can send an inquiry through our contact form.