View and pay your account online, setup autopay, edit your credit card information or track your payment history.

Spam Firewall

View your spam quarantine, release messages, manage your personal whitelist or access your archived messages online.

Remote Support

Need additional help? Download our remote support application to allow us remote access to your desktop and applications.

Request Support

For existing customers, please use the form below to request support in setting up desktop applications or mobile devices, report minor disruptions or for general support questions. Please provide as much information as you can that will help us support you faster, such as what service you need help with, whether you are a Windows or Mac user and what desktop/mobile applications you use. We will respond quickly. If you need to report an emergency disruption, you may contact us at (866) 910 1070 in the United States or (03) 8652 1101 in Australia and press Option 3 to reach our 24 hour call center. We will not use your information for any purpose other than to provide you support. See our Privacy Policy for more information. Thank you!

    Name (required)

    Email (required)

    Business Name (required)

    Phone Number (required)

    Server Hostname


    Big Mountain Mail FAQ

    Search Documentation, Knowledgebase And Watch Videos To Find Answers

    You will need to know your server hostname. Log in at: and use your full email address and password.

    If you are using our SpamExperts spam filtering, you will use: (10) (20) (30) (40)
    If you are using the built-in spam filter in Kerio Connect or are using the basic email with your web hosting plan, you will use your server hostname:

    You will need to know your web hosting server hostname. Log in at: and use your user name and password.

    You may set your name servers to:

    We are not a domain registrar. You may keep your domain or purchase a new  domain with any registrar, such as GoDaddy, Enom, Network Solutions, etc. Contact us and we will help you point your domain to our services.

    Yes. We will assist with migrating from any Kerio Connect service to Big Mountain.

    Download this PDF for step-by-step instructions on setting up your initial password to access your spam account online.

    Yes. All of our Kerio Connect hosting plans, whether on a private or shared server, includes ActiveSync.

    We backup once every 24 hours and keep 3 restore points available for recovery. Custom backup jobs and retention are available as an add-on service.

    Accidents happen. We can restore individual files, folders or entire accounts within the 3 day backup retention window.

    Please setup your SPF record as a TXT file with a value of: “v=spf1 a mx -all”

    No. We understand there are circumstances beyond your control. Your business may downsize or your needs change. Therefore, service is provided on a monthly basis and you may terminate service at any time with a 30 day notice.

    Yes, we have tiered pricing based on the number of users. Our goal is to support resellers, encourage their growth and help them be profitable with their own hosting business. You may contact us to receive a quote.

    Download these step-by-step instructions to learn how to setup your account in Outlook for Mac and to export/import your data from an older account.

    Download these step-by-step instructions to learn how to download and install the Kerio Outlook Connector, setup your account in Outlook for Windows and to export/import your data from an older account.

    You will need to know your web server hostname. Use your web server hostname for the FTP server and login using your username and password. Use port 21 and you may use FTP or FTPS. Your website files will be located at: //public_html/

    You must be running Kerio Connect version 9.4 or later. All of our Kerio Connect servers, both shared and private, are running Kerio Connect version 9.4 or later, unless specifically requested to run an earlier version. To enable 2FA, please contact Big Mountain to first enable it on your domain. Then follow the instructions for Kerio Two-Factor Authentication.

    No. Kerio Cloud services migrated over to Big Mountain will no longer have your existing GFI partner discount applied. However, we do offer our own 15% partner discount to resellers.

    Yes. The DKIM key is unique to each server. Therefore, you may contact us to get your key to setup in DNS.

    Yes. For shared servers, external archiving is available. For private servers, either external archiving or the built-in Kerio Connect archiving is available.

    We maintain OS updates, Kerio Connect updates and provide general product support.

    For shared servers, please contact Big Mountain and we will work to delist your IP with the blacklist services. If you have a private server, you may need to initiate some of the delisting requests, but we will gladly assist. It will help to send us any bounce messages that shows who has blacklisted your IP.

    If you use SpamExperts, you may forward span messages, as an attachment, to:

    In SpamExperts, you may log in and go to the Whitelist Sender section. Click on Add Whitelist Sender and type in either the email address or the domain and click Save. Alternatively, you can also whitelist and release quarantined messages direct from the daily quarantine reports.
    You may access the online knowledgebase here.