Answers, in plain English.

Any of them. Our specialists help every day with accounts from providers such as Gmail™, Outlook™ and Hotmail™, Yahoo® Mail, AOL®, iCloud® Mail, Proton, Zoho and GoDaddy, with internet-provider mailboxes from Comcast/Xfinity, AT&T, Spectrum, Verizon and Cox, and with custom-domain or business email hosted anywhere.

We also help with the apps you read mail in — Outlook, Apple Mail, Thunderbird, and the built-in mail apps on iPhone, iPad, Android, Windows and Mac. Product names are used for identification only; EmailHelp is independent and not affiliated with any of these companies.

Click Start Live Chat anywhere on this site, tell us what’s happening and which provider the account is with, and a specialist joins the conversation. Live chat is available 24 hours a day, 7 days a week, and the average first response is about a minute.

Diagnosis is free. Once we understand the problem we explain what it will take to fix it and show you the price. Nothing is charged until you say yes. Most issues are resolved in the same session — see how it works for the full picture.

No. If you can open a web page and type a message, you can work with us. There is nothing to download or install to use the chat, and we adapt the pace to you — one clear step at a time, with screenshots when they help.

It helps to have the device you normally use for email nearby, plus your recovery phone or alternate email address if you know them. If you see an error message, a photo or screenshot of it saves time. You will never need to share your password.

Yes. Live chat is the fastest way to reach us and runs 24/7, but you can also email support@emailhelp.us at any time — replies usually arrive within the hour. If you start in chat and need to step away, the specialist can carry on with you by email. We never make unsolicited calls or send messages you did not ask for — if someone contacts you out of the blue claiming to be from EmailHelp, it is not us.

Usually, yes. Every provider has a recovery process for exactly this situation; the trouble is that the forms are strict and give little feedback. We walk you through it properly: which device and network to use, what the questions are really checking, how to answer them accurately, and what to do when a request is turned down.

You keep control the whole time — we never ask for your password or codes, and we never submit recovery requests on your behalf without you present. If, after the free diagnosis, we believe the account cannot realistically be recovered, we will say so and there is no charge. Details on our locked accounts and account recovery services.

This loop is common and rarely means your memory is at fault. Typical causes are a saved password in the browser or mail app that keeps overriding the new one, an app that needs an app-specific password rather than your normal one, a sign-in that is being blocked by a security check you can’t see, or a reset that never fully completed.

In chat we find which of these applies in a few minutes and fix it at the source, then make sure every device is updated so the loop doesn’t come back. See login & access problems.

First we find out why. Providers suspend accounts for unusual sign-in activity, suspected spam, a terms violation, or simply because the account went unused for a long time — and each reason has a different path back. We help you read the notice correctly, gather what the appeal or verification needs, submit it clearly, and follow up if the first attempt fails.

We are honest about limits: the final decision always sits with the provider, and some closures are permanent. In those cases we help you protect what can still be protected — recovering data where possible, updating the services tied to that address, and setting up a new mailbox properly. Read about locked, suspended or disabled accounts.

With the evidence. Bounce messages, the spam and “other” folders, storage limits, filters and forwarding rules, blocked-sender lists and device sync settings each tell a different story, and we check them in a sensible order rather than guessing. Most “missing mail” problems turn out to be a full mailbox, an over-eager filter or a rule someone added long ago.

If your messages are the ones going astray, we look at how they are being sent and, for custom domains, at the authentication records that decide whether other servers trust you. See not sending or receiving.

Yes — this is one of the most common things we do. We get your account working in the built-in mail app or in Outlook, Apple Mail or Thunderbird, make sure mail, contacts and calendar stay in sync across devices, and clean up duplicates or old accounts that cause confusion. If you are moving to a new device, we can help you carry everything across without losing anything. See setup & sync.

No — never. We never ask for your password, your 2-step verification codes, one-time passcodes, recovery codes or the answers to your security questions. Our specialists guide you while you stay signed in to your own account and type everything yourself.

If anyone claiming to be from EmailHelp asks for a password or a code, end the conversation and tell us at support@emailhelp.us. The same goes for anyone asking you to pay with gift cards or wire transfers — we never do that either.

Start a chat and tell the specialist it is urgent — hacked accounts go to the front of the queue. While you wait, do three things if you still have access:

1. Change your password from a device you trust, and choose one you don’t use anywhere else.
2. Look at the account’s recent activity or security page and sign out of any device or session you don’t recognise.
3. Don’t delete anything yet — forwarding rules and filters the intruder added are evidence we need to find and remove.

Together we then lock the account down: remove rogue rules, recovery addresses and connected apps, turn on 2-step verification, and check the other accounts that use the same email address. See hacked account & security hardening.

Usually not — most fixes happen over chat, with steps you follow on your own screen. When seeing your screen would genuinely help, we ask for your explicit consent first. You start the screen-sharing session yourself, you can watch everything that happens, and you can end it at any moment with a single click.

Even in a shared session we do not access your account for you or without you present, and we never ask you to install remote-control software that keeps running after the session ends.

A real conversation with us starts because you started it — from this website or by emailing support@emailhelp.us. We never make unsolicited calls, never show pop-up “virus” warnings, and never tell you your account is about to be deleted to hurry you along.

Our emails come only from addresses ending in @emailhelp.us, we never ask for passwords or codes, and prices are always shown before anything is charged. When in doubt, close the conversation and contact us through the details on our contact page.

Diagnosis is free. Once we know what’s wrong we give you a clear quote, and nothing is charged until you confirm it. There are three plans:

• One-Time Fix — $49. One issue, up to 60 minutes with a specialist, resolved or refunded within 7 days.
• Home Care — $19 a month. Unlimited chat for up to 3 accounts, priority queue, a monthly security check, cancel anytime, 30-day money-back on the first payment.
• Business — $99 a month. Up to 25 mailboxes, a dedicated specialist, setup and migration help, admin support and a 15-minute response commitment.

Payment is by card through a secure payment processor; we never store your full card number and never charge automatically without your consent. Full details on the pricing page.

For a One-Time Fix it means exactly that: if the issue you paid for isn’t resolved within 7 days of purchase, or if after diagnosis we find we can’t help, you receive a full refund. And if we decline a case after the free diagnosis, there is no charge at all.

Because the outcome of a recovery or appeal ultimately rests with your provider, we can’t promise a specific provider-side decision — but we don’t keep your money when the problem isn’t fixed. This promise is backed in writing by our refund policy.

Home Care and Business are month-to-month with no contract. If a plan isn’t right for you, the first payment is refundable in full within 30 days. You can cancel at any time from a chat or by emailing billing@emailhelp.us; you keep access until the end of the period you have paid for, and we don’t issue prorated refunds after the first 30 days.

Renewals happen on the same date each month at the price you signed up for; we tell you in advance if that price ever changes, and we never add services to your plan without asking.

Email billing@emailhelp.us with your order number and a sentence about what happened, or ask the specialist in chat and they will raise it for you. Approved refunds go back to the original payment method within 5–10 business days, depending on your bank.

The few exclusions are the sensible ones: problems caused by a provider outage or policy decision (we will still do everything we can), cases where the agreed steps were not followed, and chargeback abuse. Please contact us before disputing a charge with your bank — it is almost always faster. The full terms are in the refund policy.

Only what the work needs: the name and contact details you give us, the chat transcript and your description of the problem, basic device and browser information, and — if you buy a plan — billing details handled by our payment processor. We never see or store your full card number, and we never ask for your email password or verification codes, so we never hold them.

If you choose to share your screen, nothing is recorded; the specialist sees only what you show, for as long as you allow it. The privacy policy lists every category in detail.

We keep transcripts for 24 months so that a specialist can pick up where the last one left off and so we can resolve any billing question; billing records are kept for 7 years as the law requires. After that, data is deleted or anonymised.

You can ask for a copy of your data, have mistakes corrected, or have your transcripts deleted early at any time by emailing privacy@emailhelp.us. We honour these requests for everyone, including the specific rights people have under GDPR and the California CCPA/CPRA.

No, we do not sell personal data — to anyone, ever. We share it only with the vendors needed to run the service (the chat platform, our payment processor, website hosting and, with your consent, anonymous analytics), each bound by contract to use it solely for us.

This site sets essential cookies so the chat and your preferences work. Analytics cookies load only after you accept them in the banner, and there are no advertising cookies. You can change your choice at any time — see the cookies section of the privacy policy.

Yes. Whether your mail runs on a hosted business suite, your web host or a dedicated mail server, we help with setup, user and admin questions, shared mailboxes and aliases, device configuration for your team and day-to-day problems as they come up.

The Business plan ($99 a month) covers up to 25 mailboxes with a dedicated specialist who learns your setup, setup and migration help, admin support and a 15-minute response commitment. Smaller teams can also start with a single One-Time Fix. See business & custom-domain email.

This is one of the most common business problems we see, and it is very fixable. We check how your domain is currently authenticating, explain in plain terms what SPF, DKIM and DMARC records do, and give you the exact records to add — then verify them once they are live and monitor the first sends with you.

You or your domain administrator make the DNS changes in your own account while we guide you; we never need your registrar or hosting password. We also look at the other usual suspects — a blocklisted IP, a marketing tool sending on your behalf, or a mailbox that was compromised and used to send spam.

Yes. We plan the move with you — which mailboxes, folders, contacts and calendars need to come across, how to keep mail flowing during the switch, and how to update DNS so nothing bounces — and then guide you through each step or work alongside your IT contact.

For backups we help you set up a regular export or archive of your mail, whether that is for compliance, peace of mind or leaving an old provider. Migration and backup help are included in the Business plan and are also available as a One-Time Fix for a single mailbox.