Installation
Web-Access 
Outlook 2003+ 
Mobile Users
Help for Teachers / Staff (OWA)
Click to view Outlook Web Access video guides
- Change your password
HELP! I am not receiving email from a trusted sender!
- Reducing mailbox size
How do I Log in with my class of pupils?
- Using school distribution lists
'x' in the Compose Email box
- Nothing happens when I click 'new' email
I cannot open an attachment
- How can I bypass the Spam Filters?
Change your password
If you have forgotten your password, your Primary Email Administrator can use our Password Reset Tool to reset your password through the website.
If you would like to change your password and you know your current password, follow the instructions below:
Step 1: Login to Primary Email with your old password
Step 2: Click 'OPTIONS'
Step 3: Click 'CHANGE PASSWORD'
Step 4: Enter your username, old password and new password in the relevant boxes
Step 5: Click 'Save'
You can also see a demonstration by viewing our video guide on changing your password.
Help! I am not receiving email from a trusted sender!
Steps to take when you do not receive an email:
• Ask your Primary Email Administrator to add the sender to the Spam Whitelist. This will allow all future emails from the specified email address to bypass the Spam filter.
• Remove all images contained within the body of the email, especially in the Email Signature (our spam filter blocks images in a email, as we don't know what the image shows). Images sent as attachments are NOT blocked.
• Remove any profanity contained within the email
Spam Filter Bypass Option
To bypass our spam filter, please ask your Primary Email Administrator to add your email address to the Spam Whitelist. This will ensure your webmail account is unfiltered.
Reducing mailbox size
Your mailbox quota with Primary Email depends on the package you subscribe to. If your mailbox size exceeds the limit (25Mb for Basic Customers and 100Mb for standard customers) you will not be able to send emails.
To reduce your mailbox size in web-access, simply click the Size column header when you have logged-in to your account. This will display all your large emails in order from largest to smallest.
When your emails are ordered, simply delete your large emails to free-up some space.
How do I Log in with my class of pupils?
Pupils log in as prefix.firstname.surname. The prefix is the 3 character code which is used for the shared day book, office account and distribution lists.
Pupil Login Cards
Ask your Primary Email administrator to print out a list of pupil login cards (View Example).
If the default password does not work, please ask your primary email administrator to reset the pupil password.
Using school distribution lists
Distribution lists are created to allow users to email a full class, a full school, all teachers within a school or a customised list of email address, which can be used for emailing parents, governers etc.
Step 1: Find out your school's 3-character prefix code. This is usually the first three letters of your school's name e.g. Bebbington Primary School will have the prefix beb.
Step 2: Create a new email and in the To: field, enter the following syntax:
To email your class: prefix.classname@primaryemail.co.uk
To email the whole school: prefix.fullschool@primaryemail.co.uk
To email all teachers at school: prefix.teachers@primaryemail.co.uk
'x' in the Compose Email box
Nothing happens when I click 'new' email
I cannot open an attachment
Each of the three problems are caused when Internet explorer or your web browser is blocking pop-ups.
Step 1: At the top of your Internet explorer or web browser there should be a message saying "Pop-up blocked. To see this pop-up or additional options click here..."
Step 2: Click on the message and then click 'ALWAYS ALLOW POP-UPS FROM THIS SITE'. (see image below)
Follow-up Step: If you still cannot create a new email, try closing and re-opening Internet Explorer and loggin-in again.