.gov.uk email handbook

Setting Up and Managing Your HugoFox .gov.uk Email

This handbook covers your first login, the Spacemail app, connecting Outlook and other email apps, staying secure and moving emails from an old account. You'll find step-by-step instructions below, and our UK-based support team is always on hand if you get stuck or have any questions.

1. Setting up and managing your account

Once your order is complete, you'll receive a confirmation email with your new addresses, login details and setup instructions. To log in for the first time, go to spacemail.com and enter the email address and temporary password we sent you. Then complete these two steps:

1. Change your temporary password. Click the cog icon in the top-right corner of the webmail screen, click Launch Security Center, then select Change password.
2. Turn on two-factor authentication (2FA). In the same Security Center screen, select Two-Factor Authentication and follow the steps. You can use an authenticator app or a hardware security key.

These steps only take a minute and make sure every account meets GDS security expectations. We recommend all councillors and staff complete them before sending their first email or sharing their new 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 setup.

Important: When you turn on 2FA, you'll be given a set of backup codes. Each one lets you log in once if you lose your phone. Write them down and keep them somewhere safe, away from your phone.

Password resets and account changes:

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 or the removal of old accounts.
• If you forget your password, ask your clerk to contact us and we'll reset it for you.
• To request any changes, your clerk should email team@hugofox.com. Silver and Gold customers can also call 01635 888 442.

2. Ways to use your .gov.uk email

Your email works straight away through webmail, so there's nothing to install. You can also use an app, or more than one, and everything stays in sync. An email you read on your phone shows as read on your computer too.

• Webmail: log in at spacemail.com from any browser for your inbox, calendar, contacts and settings in one place.
• The Spacemail app: free for iPhone, iPad and Android phones and tablets. See section 3.
• An email app you already use: such as Outlook, Apple Mail, Gmail or Samsung Email. See sections 4 and 5.

Tip: For most people, the simplest setup is webmail on a computer and the Spacemail app on a phone. If you already use Outlook for other email, adding your .gov.uk address there keeps everything in one place.

3. The Spacemail app for iPhone, iPad and Android

The free Spacemail app is the quickest way to get your .gov.uk email on a phone or tablet, as there are no server settings to enter. It works on iPhone, iPad and Android phones and tablets, and stays in sync with webmail.

With the app you can:

• get an instant alert when a new email arrives
• search, favourite and move emails, or manage several at once
• set an auto-reply when you're away
• read and manage your emails offline, with changes syncing when you're back online
• block tracking links in the emails you receive

Getting started with the app:

1. Download the app using the buttons below, or search for Spacemail in the App Store or Google Play.
2. Open the app and sign in with your full .gov.uk email address and password.
3. If you've turned on 2FA, enter the code from your authenticator app.
4. Allow notifications when asked, so you know when new emails arrive.

Please note: The app currently signs in to one mailbox at a time, and the calendar is only in webmail for now. Both are on Spacemail's roadmap. On iPhone and iPad, the app needs iOS or iPadOS 18 or later. If your device can't run it, use webmail or your device's built-in Mail app instead (see section 5).

4. Connecting to Outlook

Many clerks and councillors prefer to use Outlook. Your .gov.uk email works with New Outlook, Classic Outlook and the Outlook app on phones and tablets.

New Outlook (recommended):

New Outlook is the free email app that replaced Mail on Windows 10 and 11. It finds your server settings for you.

1. If this is your first time opening Outlook, it will ask for an email address straight away. If you already have another account set up, click the cog icon (top right), go to Accounts → Email accounts and click Add account.
2. Enter your full .gov.uk email address.
3. Enter your password when prompted.
4. If you see a message about syncing to the Microsoft Cloud, click Continue.

Classic Outlook (manual setup):

Classic Outlook is the desktop version included with Microsoft 365. Go to File → Add Account and enter your email address. If it doesn't set up automatically, click Advanced options, tick Let me set up my account manually and click Connect. Choose IMAP and enter the settings from section 6.

Outlook app on iPhone, iPad and Android:

You can also add your .gov.uk email to the free Outlook app on your phone or tablet, instead of using the Spacemail app.

1. Open Outlook. If it's your first time, tap Add account. If you already use it, tap your profile picture (top left), tap the cog icon, then tap Add Mail Account → Add Email Account.
2. Enter your full .gov.uk email address and continue.
3. If you're asked to choose your email provider, choose IMAP.
4. Enter your password, turn on Use advanced settings and enter the settings from section 6.
5. Tap Sign In.

Tip: If there's no separate box for the port, add it after the server name with a colon: mail.spacemail.com:993 for incoming mail and mail.spacemail.com:465 for outgoing mail.

5. Connecting to Apple Mail, Gmail and other apps

Follow the steps below to add your .gov.uk email to Apple Mail, the Gmail app or another email app on your device.

Important: Apple Mail can't detect your settings automatically, so you'll need to enter the server settings yourself.

Mac (Apple Mail):

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

iPhone and iPad:

1. Go to Settings → Apps → Mail → Mail Accounts → Add Account. On older versions of iOS, go to Settings → Mail → Accounts → Add Account.
2. Select Other, then Add Mail Account. If you're asked for your email address instead, enter it, tap Next, then select Add Other Account → Mail Account. Don't select Microsoft Exchange, Google, Outlook.com or Yahoo.
3. Enter your name, full email address and password, then tap Next.
4. Choose IMAP. Enter mail.spacemail.com for both the incoming and outgoing mail servers, with your full email address as the username and your password in both sections.
5. Tap Next, then Save.

Tip: If your account won't connect, go back to Mail Accounts, open your account and check its advanced settings. The IMAP port should be 993 and the SMTP port 465, both with SSL turned on.

Gmail app on Android:

1. Open Gmail, tap your profile picture (top right), then tap Add another account.
2. Select Other and enter your full .gov.uk email address.
3. Tap Manual setup and choose Personal (IMAP).
4. Enter your password. On the incoming server screen, use your full email address as the username and enter server: mail.spacemail.com, port: 993, security: SSL/TLS.
5. On the outgoing server screen, turn on Require sign-in and use the same username and password. Then enter server: mail.spacemail.com, port: 465, security: SSL/TLS.
6. Tap Next to finish.

Samsung Email and other apps:

Most email apps work the same way. Choose to add an "Other" or IMAP account and use the settings in section 6.

Please note: Gmail on a computer can no longer collect emails from other accounts, as Google has removed this feature. On a computer, use webmail or Outlook instead.

6. Server settings for manual setup

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

Important: Always choose IMAP over POP3. IMAP keeps your emails in sync across all your devices, so 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 and outgoing server settings. Missing the outgoing password is the most common reason emails fail to send after setup.

7. Getting the most from your email

Switching between mailboxes:

If you look after more than one address, such as clerk@ and info@, you can stay signed in to all of them in the same browser and switch without logging out.

1. Log in to webmail and click your profile picture in the top-right corner.
2. Click Add account at the bottom of the menu.
3. Sign in with the other email address and password, plus a 2FA code if you've set one up.

To switch, click your profile picture and choose the mailbox you want. Logging out only signs you out of the mailbox you're using. If a mailbox shows as Expired, select it and sign in again.

Other handy features:

• Email signature: go to Settings and click Manage signatures on the Signature tile. Signatures don't carry across to Outlook or other apps, so set yours up there separately.
• Auto-reply: let people know when you're away. Turn it on in Settings under Auto-reply with start and end times, or from the Spacemail app.
• Calendar: add events, respond to invitations and switch between day, week and month views in webmail.
• Search every folder: search your whole mailbox at once, not just the folder you're in.
• Unread and Favourites folders: see all your unread or starred emails in one place, wherever they're filed.
• Archive: clear emails out of your inbox without deleting them.
• Attachment preview: open attachments in webmail without downloading them first.
• AI tools: get a summary of a long email, translate an email into English or get help writing a reply. These tools process the email's content, so check your council's policy before using them on emails that contain personal information.

Spacemail adds new features regularly. You can see what's on the way on the Spacemail roadmap.

8. Transferring emails from your old mailbox

You can copy emails from your old account to your new .gov.uk address using the migration tool built into webmail.

1. Log in to webmail at spacemail.com.
2. Go 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 keeps your folder structure and read or unread status. Your emails are copied, not moved, so they stay in your old account as well.

Before you migrate:

• Gmail: your normal Gmail password won't work. Turn on 2-Step Verification in your Google Account, then create an app password at myaccount.google.com/apppasswords and use it in the migration tool. IMAP is always switched on for Gmail, so there's nothing else to change.
• Hotmail or Outlook.com: your normal password won't work because of Microsoft's security settings. Email us at team@hugofox.com for our dedicated Hotmail migration guide.
• Other providers: make sure IMAP is turned on in your old account's settings. If your old account uses two-factor authentication, you may need to create an app password with that provider instead of using your normal password.

Tip: Run migrations in the evening or at the weekend when email traffic is low, as large mailboxes can take several hours. Afterwards, set up forwarding or an auto-reply on your old address for 6 to 12 months to catch any emails still sent there.

9. Staying safe and secure

Council email accounts are a common target for scams. These habits help keep your account and your council safe:

• Keep 2FA turned on and store your backup codes somewhere safe.
• Use a strong password that you don't use for anything else.
• Never share your password or 2FA codes with anyone.
• Check before you pay. Be wary of emails asking for urgent payments or new bank details, even if they seem to come from someone you know. Check by phone using a number you already have.
• Lock your phone and tablet with a PIN, password or fingerprint, as your email stays signed in.
• Don't automatically forward council email to a personal address. It takes council information outside your secure account.
• Check the Activity log in the Security Center from time to time to see recent logins, and tell your clerk if anything looks unfamiliar.

Tip: If you receive a suspicious email, forward it to the National Cyber Security Centre at report@phishing.gov.uk, then delete it. If you think someone else has accessed your account, ask your clerk to contact us straight away so we can reset your password.

10. 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 and we'll reset it for you. Afterwards, remember to update your password on all your devices.

How do I turn on two-factor authentication?

Log in to webmail, click the cog icon in the top-right corner, then click Launch Security Center. Select Two-Factor Authentication and scan the QR code with your authenticator app. Keep the backup codes you're given somewhere safe.

Is the Spacemail app free?

Yes. The app is free to download for iPhone, iPad and Android, and you sign in with your existing .gov.uk email address and password. See section 3.

What are SPF, DKIM and DMARC?

These are email security records that help prevent criminals from sending fake emails pretending to be from your council. We add them to your domain when we set up your email, so there's nothing you need to do. If your domain's DNS is managed somewhere else, we'll help you add the records.

How much storage do I have?

Each mailbox includes 15 GB of storage. You can check your usage with the storage indicator in the bottom-left corner of webmail. If you need more space, extra 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 .gov.uk mailboxes to be used only for official council business. Please use your personal email address for personal subscriptions, online shopping and newsletters.

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

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

11. Troubleshooting common problems

Cannot connect to server

First check your internet connection by opening a website. If that works, try logging in to webmail at spacemail.com. If webmail works but your app doesn't, check your settings against section 6, as wrong port numbers or missing SSL/TLS are the most common causes. On phones and tablets, make sure your password is entered in both the incoming and outgoing server settings.

Emails not sending

Check your outbox for stuck messages and make sure your outgoing settings match section 6 (mail.spacemail.com, port 465, SSL/TLS). Re-enter your password in the outgoing server settings, as this is the most common cause. If sending works in webmail, the problem is with your app's settings rather than your account. Also check you haven't reached your sending limit.

Emails going to spam

Mark genuine emails as "Not spam" each time so the filter learns, and add important senders to your contacts. You can also create a filter to always deliver emails from a particular address to your inbox. If the problem continues, contact our support team.

Account locked after too many password attempts

Your account locks 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 a password change, update it on all your devices, as phones and tablets often keep trying the old password and can lock your account again.

Not getting new email alerts on your phone

Check that notifications are turned on for your email app in your phone's settings. On Android, also turn off battery optimisation for the app, as this can stop alerts from arriving.

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. From your first login and the Spacemail app to connecting Outlook 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.