We're busy moving customer over to our new, local provider. Hopefully by now you've given permission to move everything over, which means there's just a couple of things left to do. The most important one right now is checking whether you need to update your settings. The video below will help you with that, so have a watch.

Want to sign up for FREE Spark Xtra Mail? Click here

We're busy moving customer over to our new, local provider. Hopefully by now you've given permission to move everything over, which means there's just a couple of things left to do. The most important one right now is checking whether you need to update your settings. The video below will help you with that, so have a watch.

Want to sign up for FREE Spark Xtra Mail? Click here

We're busy moving customer over to our new, local provider. Hopefully by now you've given permission to move everything over, which means there's just a couple of things left to do. The most important one right now is checking whether you need to update your settings. The video below will help you with that, so have a watch.

Want to sign up for FREE Spark Xtra Mail? Click here

Permission sorted? Check your email settings.

What kind of mobile do you use?


Operating system

Your webmail is better than ever


Your new webmail service has a crisp new look that makes it easier than ever to log in and use.

New URL

http://www.spark.co.nz/webmail  Bookmark this link

Only using webmail? Start using www.xtramail.co.nz and you’re good to go. It will still take you to Yahoo for now, but you can look forward to smarter and easier webmail early 2017.

Need to know more?

Chances are you’ll find the answers in our Frequently Asked Questions below.

I can’t send or receive emails from my Xtra Mail account.

Safe and secure email is a top priority for our customers. And while we do everything we can to avoid any issues or interruptions, sometimes new security measures can cause temporary problems. So if you’ve been experiencing challenges sending or receiving email, here’s what you need to know.

1. Your email ‘client’ or ‘operating system’ may need updating.

Spark has been working with SMX a leader in email security to bring Xtra Mail home to New Zealand. In advance of this move email security has been upgraded. This has meant that some customers may be experiencing problems accessing Xtra Mail when using third party mail clients or operating systems that use outdated security. Your email ‘client’ is the application that you use to access email. Some of the more popular ones include Outlook, MacMail and Thunderbird. Your ‘operating system’ is the software that runs that application, an example is Windows XP. There are literally hundreds of different email clients and operating system combinations each with their own specific security measures. So if you’re having trouble sending and receiving email, it may well be that you need to update your email client or operating system to make sure it has the latest security measures in place. Remember, it’s a good idea to update all your software regularly to make sure you have the latest version.

More information on technical security detail.

Given the number of email clients and operating systems out there and increasingly complex email set ups, it’s impossible for us to state clearly whether your specific set up is supported from a security perspective. But we do have information below about the technical requirements that your email client or operating system supplier (e.g. Microsoft or Apple) could help you with.

Supported

  • 1024 and 2048 bit AES ciphers
  • TLS1.0 and higher protocols

Not Supported

  • SSL2 and SSL3 are not supported due to vulnerabilities
  • The RC4 cipher is also not supported due to vulnerabilities

RC4 is the strongest cipher supported natively in Windows XP – so any mail client that uses the native Windows security suite (such as the Outlook products) will likely not be able to connect. Clients that use their own security suite may still connect if they support higher encryption standards (e.g. Thunderbird).

You can access your email through webmail at xtramail.co.nz

If you choose not to upgrade your email client or operating system, you’ll still be able to access your email through webmail at xtramail.co.nz Once you’re migrated you’ll also find that the new webmail platform is super simple to use and lets you securely access email from just about anywhere, on any device as long as you have an internet connection. Simply go to www.xtramail.co.nz and log in with your email address and password.

Need expert help with your upgrade? Tech Wizards can assist.

If you need extra help with your email, our Tech Wizard support service can help with your upgrade, IT advice and more. Read more about our Tech Wizard service.

2. I keep getting a time out error. What’s wrong?

If you’re receiving a time out error message, that is most likely the result of some changes Yahoo recently made to their global server settings.

To fix this, you can change the ‘time out’ setting in your email client. You can usually find this feature in advanced email settings. Then, simply extend your time out from the default of one minute to something longer (eg: 3 minutes).

3. Why can’t I send emails from my third party email address?

If you’re having trouble sending from a third party email address, we’ll need to make some changes for you at our end. So please get in touch with the details below and we’ll arrange to get it sorted it in the next two working days.

  • Your primary Xtra Mail email address
  • The third party email address you’re having trouble with

What's changing

We're changing the way we protect, manage and store your emails by moving them home with the help of New Zealand's leading email security experts.

Why are we bringing email home?

Spark is committed to New Zealand and New Zealanders. So after nine years with Yahoo, we've chosen to partner with New Zealand's leading email security company, SMX.

What do I need to do?

Hopefully by now you've updated your password and given us permission to bring over all your old emails, contacts and calendars. So the only thing you might need to do is update some settings. That'll depend on the device you use, so use this handy tool to see if that's you. If you use webmail, you'll also need to update the bookmarks or shortcuts you use to access your mailbox with the URL: xtramail.co.nz

What if I didn't give permission?

We'll still create an email account for you, but unfortunately none of your emails, contacts or calendars will be moved over. We made several attempts to contact you, but because privacy is so important, we couldn't go in and move your information over without your permission. With this in mind, it's worth backing up anything important.

When is it happening?

It's all happening right now until the end of March. We'll get in touch a week or so out from the changeover to let you know it's coming up.

Will my email address change?

No. Your email address won't change. We're only changing the way we protect, manage and store email, so you'll still be able to use your @xtra.co.nz email address.

Will my email service change?

Yes, but most of the changes are in the background, so you may not notice them at all. If you use webmail, you’ll notice a great new webmail experience at www.xtramail.co.nz with no advertisements. As you'd expect, the new system will be fast and safe with stacks of storage. Benefits include:

  • Email protected by enterprise grade security and multi-level spam filters
  • Superfast local servers that move your messages in a flash.
  • Plus a great new webmail set-up that makes email easier, at home and on mobile.

Is my private information safe?

Yes. We have a robust migration plan to keep your private information safe throughout the move.

Do I need to change my password?

Yes, if you haven't already, you'll need to update your password. Given the recent Yahoo security breaches, we don't want to take any risks. If you haven't changed it yet or you can't remember your password, go to spark.co.nz/changepassword

Is Xtra email still free?

Yep. As long as you have Spark Broadband (Home, Wireless or Mobile) or Spark Dial Up, we'll keep on covering the cost of your Xtra email. In fact, the only time email isn't free is if you leave Spark. Even then, you can still keep your Xtra email for just $5.95 a month.

Will I need to update my contacts, folders or calendars

As long as you've given us permission, you shouldn't need to. We're planning to move all your folders, contacts and calendar information to the new system so they'll be all set up just as they were. If your folders or contacts are saved directly onto the hard-drive of your computer, our email server change won't make any difference to you at all.

Where can I go for more help?

You can watch our how to videos to learn more about the changes and what you need to do. There's also more on how to update your email settings here.

You'll also find detailed information, help and troubleshooting guides at spark.co.nz/help And if you're still having trouble, you can talk to one of our team by calling 0800 934 348. But please remember, we're moving email for a whole lot of people, so it may be faster to try our online help solutions first.

Will I need to update my email settings?

In many cases, no. But if your system is set up using IMAP, you'll need to update your incoming and outgoing email settings as follows:

  • Incoming: imap.xtra.co.nz, SSL On, Port 993
  • Outgoing: send.xtra.co.nz, SSL On, Port 465

If you're not sure about email settings, use our handy tool to check your settings.

How do I know if I'm using IMAP settings?

Many smartphones and tablets use IMAP settings for email. You should be able to tell by checking the settings in your email program. Look out for the word "POP" or "IMAP". If you're using POP settings, you don't need to do a thing. But if you're using IMAP settings you'll need to update them as follows:

  • Incoming: imap.xtra.co.nz, SSL On, Port 993
  • Outgoing: send.xtra.co.nz, SSL On, Port 465

If you're not sure about email settings, use our handy tool to check your settings.

Do I need to change my POP settings?

No, if you use POP email, your settings will continue to work just as they are. If you want to check your settings, they should be set up as follows:

  • Incoming: pop3.xtra.co.nz, SSL On, Port 995
  • Outgoing: send.xtra.co.nz, SSL On, Port 465

If you're not sure about email settings, use our handy tool to check your settings.

My email isn't working after updating my settings, what do I do?

Don't worry – it's very likely just a small typo in the new settings. For your mail to work – it needs absolutely every detail perfect. That means dots in precisely the right spot in the server names, every letter in its place and every setting just so.

Check your settings again correcting any problems you find and you should be just fine! But if after this you’re still experiencing problems and just cannot find the problem, you can talk to one of our team by calling 0800 934 348.

Do I need to change settings for Webmail?

No, just go to xtramail.co.nz and you're good to go. In fact, our simple new webmail set up makes email easier than ever, at home on your computer or on your mobile.

Just bookmark xtramail.co.nz and you can send, receive, read and file your emails straight from your browser.

Can I keep my mail with Yahoo?

Yes, of course you can, but you'll need a new email address – you won't be able to keep your current xtra.co.nz address with Yahoo. If you'd still like to stay with Yahoo, go to nz.yahoo.com and register for a new account.

Will there be a new mail app?

Your Xtra email is designed to work in pretty much any mail app that you have. That includes all the most popular apps on apple and android. It's easy to set up, just check the guide for your mobile.

What happens to my Flickr account?

When we switch you over, your @xtra.co.nz will no longer log you in to your Flickr account. If you want to keep using Flickr, you'll need to create a new free Yahoo ID then visit the transfer page to move your Flickr account to the new Yahoo Identity. It's a good idea to do this now.

If you have some photos on Flickr but don't regularly use it, now's also a good time to download any photos you want to keep.

What about Yahoo Messenger?

Yahoo Messenger isn't supported on the new platform. If you still use it, you'll need to create a new free Yahoo ID and then add any Messenger contacts to that ID.

What about my other Yahoo services?

You're welcome to keep using Yahoo Answers, Yahoo Finance or Yahoo Groups, but again you'll need to create a new free Yahoo ID first. Then for:

  • Yahoo Answers: log in with your new Yahoo ID to keep using Answers
  • Yahoo Finance: click the download link on the portfolio page to download a list of companies in your portfolio. Then login to Yahoo Finance with your new Yahoo ID and set up a new portfolio using the list of company tickers you've downloaded.
  • Yahoo Groups: keep your current access levels by logging in with your new Yahoo ID, adding your @xtra.co.nz address as a secondary address and transferring your subscriptions.
  • Yahoo Notepad: copy over any content you wish to keep from your current Notepad setup to your new Yahoo ID Notepad.

How can I check my migration status?

Just head to xtramail.co.nz, pop in your email address and we’ll let you know where you’re up to in the switching process.

If I combined other email accounts such as Gmail or Outlook into my Xtra account at Yahoo, will I be able to access them in the new platform?

Yes. But depending on how you've set that up, you may need to do it again. If your mail is being forwarded to your @xtra.co.nz mailbox from another email account, you don't need to do anything because this will continue as normal.

If you had configured your @xtra.co.nz mailbox to access your other email accounts, you'll need to login to webmail after the migration and give the new platform permission to access your other mail providers.

Do I need to back-up my email before it gets moved?

While it's always a good idea to back-up anything that's important to you – including emails – as long as you've given us permission, we'll work hard to make sure all your @xtra.co.nz messages, folders, contacts and calendars are moved over to the new platform.

Have you got backups of my locally stored information?

If you use an email application like Outlook to download email then it's automatically downloaded and stored 'locally' on your computer. That may well mean that none of this information is stored on our servers and you have the only copy. So it's a really good idea to make a back-up.

Is there any reason that my email address might change?

A small number of email addresses were created a long time ago and no longer comply with modern email address standards. For example, your address may have more than one consecutive dot (joe..bloggs@xtra.co.nz) or it may begin or end with a dot (.joe.blogs.@xtra.co.nz) If that's the case, you may need to change your address.

This is because addresses like these are more likely to be viewed as SPAM or have other problems when sending and receiving mail. If we're concerned about your email address, we'll get in touch directly to chat over your options – chances are you have a perfectly valid email address and may not even know that a rogue address was also set up.

Why do I have a blank email in my inbox?

If you find a blank email in your inbox (no sender, recipient, subject line or body text) after you’ve been migrated it’s because the email message was corrupted while it was still with Yahoo. It’s really rare, but it can occasionally happen for a few reasons, like an email programme interacting improperly with your email account. And while we did our best to move all your data over, we can’t access anything that’s already corrupt on Yahoo.

Need to talk to us? Call 0800 934 348 to talk to our specialist team