|
Frequently Asked Questions
Do you have a trial version?
What Internet browsers do you support?
What is your Privacy Policy?
How secure is your Webmail?
Is there a limit on email addresses in the address book?
Is there a limit on how many addresses can be specified in the Approved lists?
Can I specify who my child can send email to?
Can I get copies of my child's email?
Can my child change the Approved lists?
Will my child be able to see digital pictures sent by family members?
Is there a way to verify an email was sent using Webmail?
How often is your virus detection software updated?
Can my child receive newsletters?
How will I know if an email has been blocked?
Is there a limit on how many emails my child can receive?
Are there any limits on how many file attachments can be sent or received?
Why did my child get an attachment called filename.KS9?
What if my child receives a Spam email?
Can you host my family or company domain?
Do you have a trial version?
No, but we do have a 30 day
money back guarantee. If for any reason you are not 100% satisfied with
our service within the first 30 days, you may cancel your membership and request
a refund. We will refund your first months subscription only within the first 30
days.
What Internet browsers and operating systems do you support?
We support any operating system with a IMAP or POP3 compatible email client
and any operating system that can run Internet Explorer 9
and higher, Netscape 7.1 and higher, Firefox 3.0 and higher or the latest version of Apple Safari.
What is your
privacy policy?
Very simple. We will never
sell or give away any email addresses or personal information entrusted to us to
a third party unless required to by law. Period. In compliance with COPPA,
we do not collect any personal information from children of any kind. The only
personal information we collect is from the parent or guardian and is limited to
the child's name.
You claim your
Webmail is secure. How secure is it?
We use a 256 bit encryption
SSL certificate to encrypt the connection to our service. This is the same high
bit rate encryption that e-commerce sites use to take credit cards online.
Is there any limit
to how many email addresses my child can store in the address book?
No, There is no limit.
Is there any limit
on how many email addresses I can add to my child's Approved lists?
No, There is no limit.
Can I limit who my
child can send mail to as well?
Yes, you can have an Approved
list for sending as well as receiving mail. The lists do not have to match.
I want to know who
my child is sending mail to. Can I get copies of their mail?
Yes, you can choose to get
copies of all email sent or received by your child sent to your email address.
You can also get copies of email that was blocked.
Can my child change
the Approved list?
No, a child can add addresses
to the address book, but cannot change who they can receive mail from or send
mail to. The Approved lists can only be changed by the parent.
Will my child be
able to see digital pictures family members send them in email?
Yes, all pictures are shown
in the email and can also be downloaded to your computer.
My child is sure
they sent an email to me, but I did not receive it. Is there a way to verify the
mail was sent?
Yes, by looking in Sent
folder. The Sent folder contains all the email your child has ever sent (if you
child hasn't deleted them). In
fact, sometimes a member may have so many emails in the Sent folder that
they start taking up valuable file space (limit: 300 megabytes). We recommend
occasionally deleting very old email from the Sent folder.
How current is your
virus detection software?
Our virus detection software
checks for updates every 60 minutes. As soon as a new virus is known, we are
able to detect it.
I am concerned a
newsletter my child receives will get filtered out as Spam. Is there a way to
make sure I can still get the newsletter?
Yes. Most legitimate
newsletters pass through the Spam filter without any problems, but if you find
that a newsletter is not getting through, please email info@kidsafemail.com
and ask that we add the sender to our internal White list. The White list is the
exact opposite of a Black list. Our White list contains a list of senders that
will always be allowed through. It's basically a bypass past the Spam filter.
Make sure that if you are using the parental controls, that you add that sender
to the Approved list.
How will I know if
an email was blocked?
From the Parental
Controls page, you can choose to receive copies of all blocked email. You can
then choose to add that email address to the Approved Senders list.
Are there any
limits on how many emails my child can receive?
No, there are no limits on
how many, however there is a limit on how much data can be stored in your
child's Inbox. Text email is very small and therefore you can store thousands of
emails on our servers, but emails with attachments can fill up our servers
quickly. Therefore, we limit your child's Inbox size to 300 megabytes. We
recommend that any large file attachments (like pictures for example) be
downloaded to your home computer and then deleted from our servers. Your child's
Inbox lists how much data is being stored just under his or her name when they
log in. You will receive a warning email if it becomes a problem.
300 megabytes
doesn't sound like very much. What does that mean in terms of how many emails?
The average email is less
than 20 kilobytes. To put that in perspective, if every email you child received
was 20 kilobytes, your child would be able to store 15,000 emails on our
servers. This is 2 to 3 times more than most of our competitors.
Are there any
limits on file attachments?
We realize that with all the
digital cameras out there, there is a tendency to send your photography to
friends and family. That's why we have not put any limits on file attachment
size. Only on how many attachments when using Webmail. You can only attach up to four files to each
email. Keep in mind that anything over 2 or 3 megabytes is difficult for someone
with a dialup account to download. It can take up to half an hour to download an
email with many large pictures attached. It is for that reason we have limited
the attachments sent to four. There are however no limits on attachments received
from others or when using a POP3 client.
Are there any
limits on what kind of attachments I send?
No. We don't stop an email
from going through because it has an attachment, however certain file types are
filtered by renaming the file so that it cannot be executed. Picture files,
files that end in .JPG, .GIF, .BMP, etc., are not filtered as they are harmless.
The same is true for Word documents (.DOC and .TXT). The files our system looks
for are files that end in .EXE or .COM. We also don't allow any scripts. These
include .BAT, .CMD and .VBS files. As well as some other not so common files
that may harm your system. The reason is that these are all attachments that
commonly carry viruses. The "I Love You" virus was a .VBS script file.
When the email arrives with a filtered attachment, you will see that it has a
strange extension. Nothing will happen if you click on this file. The file can
be renamed in order to allow it to work or If you must send one of these files,
you might Zip them up. We do allow Zipped files (.zip) to go through the system
unaltered. EVERY file, including Zipped files are scanned for viruses. If
a file is infected, the email is blocked. We do highly recommend you keep a
virus detection program on your home computer as well. While we make every
effort to remove any and all viruses, there is always the very slim possibility
that a virus could get passed our detection software.
My child received
an attachment in email that ends with .KS(number). What is it and how can I view
it?
Our servers rename
potentially harmful executable file types with specific file extensions so that
they cannot be accidentally executed. Unscrupulous people have been known to
send out batch files and scripts (The I Love You virus was a script) that make
changes to your computer or remotely install spyware, viruses, and various other
programs on your computer. To keep this from happening our servers rename the
file with one of 47 extensions. If you are confident that the file is safe, you
can rename the file back to its original condition and it will execute as it was
intended. Two common ones are .KS9 which you would rename with the extension
.EXE and .KS6 which you would rename with the extension of .COM. For other
extensions, please email info@kidsafemail.com and
our support staff will gladly help you.
What if my child
gets some unsuitable spam? Is there anything I can do about it?
Yes, In the unlikely event
that your child receives unsuitable spam, please forward that email to spam@kidsafemail.com
and our staff will make sure to hand it off to our legal dept and make sure the
sender is added to our Black list. We take this problem very seriously and
although we make every effort to remove any and all spam regardless of content,
we cannot guarantee absolutely 100% that we will get every one.
The best defense is to have
an Approved list of senders. This is the only way to insure that 100% of the
spam is blocked. The Approved list is not mandatory. You can opt to accept email
from any sender. That is when we occasionally hear about a spam email getting
through.
Many Spam emails come from or
claim to be from users at Hotmail.com or Yahoo.com. Even if you opt to allow
email from any sender, you can choose to block email from Hotmail.com and/or
Yahoo.com by using the parental controls page.
What if my child
receives spam from another KidSafeMail.com member? What can I do about it?
Please notify us immediately.
Please forward the email to spam@kidsafemail.com.
To our knowledge this has never happened. However, if it does, we will suspend
that persons account and possibly file charges against them. This is a violation
of our use policy and possibly federal laws regarding content for children.
My family owns a
domain. Can Kid Safe Mail host our email for us?
Yes, our servers can provide
the same level of service for your company or family domain as our Kid Safe Mail
members receive. Please email sales@kidsafemail.com
and include as much information as possible about your requirements. Our sales
team will contact you right away and will be able to answer questions about
pricing.
|
