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Technical problems 

Common questions 

After a password reset, the new password must also be entered in the local software. Depending on the software used, this is how it works: 

  • Mobile devices (Android, iOS)
    • regify Client (regimail, regipay)
      Open the regify client from the start screen. If you are asked, select "Write a regimail". Then click on "Options" and then "Settings". Now enter the new password in the "regify password" field. Afterwards, test the new settings with the "Check connection" button.
    • regibox Manager
      Open the regibox Manager and go to the "Menu". There go to "Settings" and select "Reset configuration". Now you can enter your e-mail address and password again.
  • Desktop (Windows, Linux, Mac)
    • regify Client (regimail, regipay)
      Open the regify client from the Start menu (Windows and Linux) or the Finder -> Applications (Mac). Go to "Settings" and enter the new password into the "regify password" field in the "regify" tab. Then test the new settings with the "Check" button.
    • regibox Manager
      Open the regibox Manager (from the Start menu or via the icon in the system tray). Go to "Settings" and enter the new password in the "regify" tab in the "regify password" field. Now test the new settings with the "Check" button.

Problems where an error message with number appears 

You must pay attention to the exact spelling. Passwords are also case-sensitive. 

Try typing the password instead of copying it. 

If in doubt, reset the password

Important: You must then enter the new password in all regify software used (PC, mobile device, etc)! 

If you use a simple regify account, you usually only have regimail Private. This allows you to send a maximum of 10 regimail messages per month. Use is only permitted for private purposes (e.g. communication with your employer, private communication, etc.). If you need more, talk to your regify provider or employer. 

If you use a paid regimail Professional account, you can send a maximum of 500 regimail messages per month. If you need more, talk to your regify provider or employer. 

That's how you count: Every recipient of a regimail is a message. So if you send a regimail to five different recipients, the system counts five messages for you. 

Appears mostly in Outlook or Thunderbird. You are trying to send a regimail with an e-mail address that is not stored in the regify account used. 

Solution: Add the sending address to your regify account (log in -> My e-mail addresses) or deactivate the function "Take sending address from Outlook/Thunderbird" in the regify menu of your e-mail program. 

You probably created a new password on the portal page of your regify provider. However, your regify software still tries to log in with the old password. 

Solution: You must also enter the new password in the used regify software (usually in the regify configuration/settings). 

This error occurs when you try to open a regify message and the regify account used does not know the recipient address. 

Example: You have the e-mail addresses klaus.meier@company.com and k.meier@company.com . You have registered the address klaus.meier@company.com to a regify account. If you now receive a regimail sent to k.meier@company.com , you will get the error 20 because your regify account does not know the e-mail address k.meier@company.com . You have not registered. 

Solution: Log in to the portal page of your regify provider and go to My Account -> My e-mail addresses. There you can add another e-mail address (regimail Professional up to 5 addresses). You once have to confirm this entry and then you can open the regify message with the existing regify account. 

These errors indicate a connection problem. Here are the most common causes: 

Check if your device has a working internet access (is the web browser working? WLAN connected? Data tariff active?). 

You are in a company and need a proxy server to access the Internet. Ask your IT administrator for the access data for the proxy and enter it in the regify configuration. 

You are using a valid proxy server and still can't use it? Maybe your IT administrator needs to explicitly allow certain websites (whitelist)? Ask him to allow these pages necessary for regify

A firewall or an antivirus program may block the regify software. Check these programs and make sure they are not blocking our software. If in doubt, ask your IT administrator. 

Other problems 

Further troubleshooting and tips for all regify products can be found on our WIKI pages

If you have not succeeded with the above solutions, you may want to contact the sender of the regify message or regibox invitation.

Mainly with regipay Payrolls, your employer's Human Resources department will usually help.

For products like regimail, regibox and regichat, the support of your regify provider usually helps. You will find the contact information in the footer area of the portal page.

In addition, you can take advantage of paid regify vendor support. Further information can be found here.

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