Mail Manager

Frequently Asked Questions

Welcome to our Frequently Asked Questions.

Here you’ll find answers to questions our customers often ask about licence type, installation and technical support.


Mail Manager Location

A link used by Mail Manager to connect to the destination folder that emails can be filed to.

Mail Manager Collection

A file to store a group of Mail Manager Locations. Collections can be shared between users.

"Shared Configuration folder"

A folder that can be used to centrally control User Preference settings & Collections via the containing AdminEmailFiling.cfg & the Collections.txt files.


The file stored in the Shared Configuration folder to set and control the User Preference settings, for all users connected to the Shared Configuration folder. This file is edited via MailManager.Preferences.exe (contained in C:\Program Files\28Hands\Mail Manager\x86).


The file used to push out Collections to all users that are connected to the Shared Configuration folder.

Used and unused locations

A location is ‘used’ if it has been previously filed to. Otherwise it is ‘unused’. Indexing of emails for searching can be for ‘Used’ or ‘All’. Individual locations can manually be marked as used if required.

Mail Manager Dashboard

The dashboard is used to view the Filing Activity. This consists of the most recently filed emails and any that are pending or have incurred an error.

Diagnostics can also be obtained from the Dashboard, as can information on the Status of the Search Index.

The last session log is also viewable here, and shows what Mail Manager has done during that session of Outlook being open.

The Dashboard is opened via the ‘Status’ button from the Mail Manager ribbon.

Mail Manager Installation & Activation

Version 7.0 build 3841 – March 2018

Installation Requirements

Mail Manager supports Microsoft Outlook 2016, 2013, 2010 (32 bit or 64 bit versions)

You should have the latest Microsoft Outlook updates or be on the Microsoft Office 365 deferred or current update channels
Microsoft .NET Framework 4.5 or newer

Supported Operating Systems: 64 bit versions of Windows 10, Windows 8 or Windows 7

This download is for use on 64 bit Windows. If you require an installer for use on 32 bit Windows please contact us.

Licence Types

Fixed Licence - Fixed licences are activated on each machine and are only removed when the Key is deactivated. If you regularly use Outlook without an internet connection we would recommend this licence.

Network Licence - Network licences are activated on each machine in the same way as the Fixed licences, but the licences are used and released on the opening and closing of the Outlook program. An internet connection is required for this licence type whilst Mail Manager and MS Outlook are open.

This is ideal for larger companies who would need to update or replace machines regularly.

A licence per concurrent user is required, but where there are multiple machines per user i.e. an office and home machine, but only one machine would be used at any time, only 1 licence is required for that user.

If there are multiple users per machine eg: two job sharers that don't overlap, only 1 licence is required for that machine.

If you re-build a machine, the Mail Manager licence is not lost, as it will automatically be released back to the pool of licences after 2 hours, ready for re-use. This will also prevent activations becoming locked on a machine; where the program has not been closed before the machine is shut down, the program is closed without internet connection, or the machine has been left running with the program open but has lost internet connection overnight.

For use on hosted shared systems such as Citrix.

How do I activate my licence?

If you have not yet downloaded Mail Manager please go to the 30 day trial page.

The activation method below can be used to activate Mail Manager directly on a machine for either licence type.

IT Managers can use their existing deployment software to install and activate Mail Manager on all users machines. (For ease we provide a packaging tool to embed the licence details into the installer.) For further details see the Manual.

30 Day Trial Activation Method

  1. Install the Mail manager software by running the .msi (installer) file from the download folder
  2. Ensure you have internet connection
  3. Open (or restart) Outlook
  4. When asked if you have a Key ID or if you would like to activate your key now choose No

Mail Manager Program Activation Method

  1. Install the Mail manager software by running the .msi (installer) file from the download folder
  2. Ensure you have internet connection
  3. Open (or restart) Outlook
  4. When asked if you have a Key ID or if you would like to activate your key now choose Yes
  5. Click Activate Key
  6. Enter your Key ID & Password. These are in the email you will have received shortly after purchase
  7. Restart Outlook to complete the licence activation process

Which Operating system am I using?

Go to 'Start' > 'Run'

Type winver and press Enter

How do I know whether I'm on 32 or 64bit Windows?

Windows 10 - From Explorer, right-click 'This PC' and choose 'Properties'. Or from the Control Panel click 'System and Security > System'.

Windows 8 - Click: Start button > Control Panel > System and Maintenance > System.

Windows 7 - From the desktop, right-click on 'Computer', Select 'Properties'. Your computer name will be displayed under 'Computer name, domain, and workgroup settings'. The Windows bitness will be listed under 'System > System Type'.

How do I find my machine name?

Windows 10 - From Explorer, right-click 'This PC' and choose 'Properties'. Or from the Control Panel click 'System and Security > System > About'.

Windows 8 - Click: Start button > Control Panel > System and Maintenance > System.

Windows 7 - From the desktop, right-click on 'Computer', Select 'Properties'. Your computer name will be displayed under 'Computer name, domain, and workgroup settings'. The Windows bitness will be listed under 'System > System Type'.

I have installed Mail Manager. How do I open it?

Mail Manager is an Outlook addin and appears as a ribbon within the Outlook Home tab (or as a toolbar if you are using Outlook 2007). This will happen automatically when you open Outlook.

I have installed Mail Manager, but when I open Outlook I cannot see the Mail Manager ribbon. What do I do?

Go to 'Start' > 'Run'

Please refer to the Troubleshooting section of the manual


How do I order additional licences?

Simply add the quantity required to the basket via the plans page of the website, then proceed to Checkout. We will be able to identify you as an existing customer via your Company name and billing address.

Will Licences of the same type be added to the existing licence key?

Yes. Please see the T&C for full details.


Where are my emails saved to?

You can file to a network location or to the cloud. Emails can be filed to existing folders where you have other files saved, or you can create new folders. Mail Manager can also file message to any Outlook folder, Sharepoint folder, etc.

Will Mail Manager force me to save all my emails?

No, by default it prompts you to file but you don’t have to. However, your administrator may change settings to ensure the filing prompt is switched on and/or the Send only option is disabled.

Can 28Hands see my emails?

No your emails are saved on your own internal networks or in your own cloud storage. 28Hands do not have access to these. The data belongs to you and you choose where to store it.

Can I file emails when I'm not connected to my network?

Yes, emails can be filed in the normal way. They will remain as pending until a network connection becomes available, then they will be filed automatically.

How can I check where I filed an email?

The most recently filed emails will be listed in the ‘Filing Activity’ of the Mail Manager Dashboard. You can also use the Mail Manager search to view a filed email and its location.

What if I file an email incorrectly?

Just drag and drop the message back into Outlook and file it again or right-click the message in the search window and pick "Move to...".

How can I share some filing locations and keep some private?

Locations and Collections can be set to read only to prevent users editing them. They can also be set to no access to prevent users viewing the location/collection. All settings for this are controlled via Windows permissions.

I receive confidential emails, can everyone read all my emails

No – others can only read your emails if you file them in a shared area. In which case, only the people with access to that file/folder would be able to read them anyway. Access to files/folders are controlled via Windows permissions.

Why can I not add to a collection?

If the OK button is greyed out when attempting to add a location, then you have not selected a collection via the drop down. If you are in the locations tool and the ‘Add single location’ is greyed out, then you have not selected a collection from the list on the left.

If a collection shows a padlock symbol against it then you have not got permissions to edit it and will need to speak to your administrator.

If a collection shows a no entry symbol against it, then you do not have permissions to view or edit it.

Some of my filing locations are missing, how can I get them back?

If the locations you are expecting to see are not shown in the Filing dialog, then the collection may have been switched off. Check via the locations tool if the lightbulb next to the collection is yellow. If white, then click it to switch on. If the lightbulb is on, please contact us with details of which locations are missing. Include the Diagnostic logs

Can I update all filing locations at once? For example if we change the main folder where all our project folders are saved.

Yes it is possible, by using the find and replace to update the paths:

  • Open the Mail Manager Locations tool
  • Select the relevant collection from the left hand pane
  • Use the ‘Find’ button at the top of the window
  • Enter the old path, eg: O:\PG_Projects\Projects
  • Then select the “Replace” button
  • Enter the new path, eg: O:\TRN\Projects
  • Repeat for any other collections
  • Once you have finished, exit and save your changes
  • Everyone using the collections, will see the changes within a few minutes

I had a number of errors when filing some emails. What do I do?

Firstly, click on the Status button to view the Filing Activity in the Dashboard. Use the ‘Show’ dropdown at the top of the window to view just ‘Error & Pending’ entries. Expand one of the entries to see more details. If the error shown does not provide enough information for you to know why the error has occurred, then take a screenshot of the expanded entry and send this to us with the Diagnostic logs.

How do I move emails to a different location?

Select individual or multiple emails in the Mail Manager search and use the ‘Move to…’ right-click option. Alternatively drag ‘n’ drop via Explorer.

Indexing emails when they are moved to a different location?

Re-indexing of emails when they have moved is automatic. The re-index can take up to 24hours depending on the location you are moving the emails to. A restart of Outlook after the move can help speed up the indexing.

If I file an email with an attachment can I retrieve the attachment at a later date?

Yes, attachments are embedded into the saved .msg file. If you double click the .msg file it will open in Outlook with everything as it was when you received the email.

Mail Manager can also extract attachments into a separate folder so that they can be managed separately.

Do emails remain in Outlook once they have been filed by Mail Manager?

We recommend you use the option to move emails to the Filed items or Deleted items folder once filed with Mail Manager. This makes it easier to see what still needs to be dealt with in your Inbox and keeps the size of your Inbox down.

Alternatively you can choose to have the email marked as filed but remain in the Inbox/Sent items folder.

Mail Manager Search

Can I reply to or forward an email filed by Mail Manager?

Yes, From the Mail Manager Search or the filed location, double click on the email, it will open the email with Outlook, and you can reply or forward as normal.

Can I use Mail Manager to search for saved emails that have not been filed by Mail Manager?

Yes, as long as they were saved as a .msg or .eml file type, and you have a Mail Manager filing (or Search only) location set up to the folder the email is stored in.

Will I be able to find and retrieve any of the attachments in a filed email?

Yes, Mail Manager allows you to search for emails that include attachments. You can also specify the name or type of attachment e.g. .doc, .pdf.

Does it search both the email content AND the content of attachments?

All of the email can be searched together with the attachment names, but not the content of the attachments.

Will the Search work even when I'm away from my office or am unable to connect to the network?

Mail Manager Indexes your emails so they are available for searching offline. Any emails indexed up to when you were last connected to your network will be visible in the Search results. A preview of the email will be accessible, but you will not be able to open the file if you don't have access to it.

I like to do a key search based on job numbers rather than names, but it seems the search does not like to look for numbers. When I search for the name of the project I can find emails with the number and name of the project in the body of the email, but then if I run a search on the number alone, the very same email does not come up in my results.

You should find what you are looking for if you enter the whole number e.g. 456789 (the number will need to start and end with a space). So just entering 45678 will not find what you are looking for.

If you are searching for part of the number you can use wildcards i.e.
* represents one or more characters
? represents just one character

So as an example if you are looking for 456789
If you are not sure how the number ends use a wildcard at the end e.g.

If you are not sure what the number starts with use a wildcard at the beginning e.g.

Or you could use wildcards at the beginning and the end e.g.

If I search a location and not all the emails are found, why is this?

If you are a new user or have recently changed machines, the initial indexing may not yet have completed. If this is not the case, please let us know details of which locations you are trying to search, and send us the Diagnostic logs.


Which licence type do I need?

Please see the licence information above.

What happens to my licence if I change my machine?

If you have a Fixed licence, you will need to ‘Deactivate’ the licence from the old machine prior to activation on the new machine. This also applies if you are rebuilding the machine. Should your machine be unusable or stolen, please contact us with confirmation of this and the name of the machine.

If you have a Network licence, no action is required on the old machine. The exception being, if the machine has been stolen, please contact us with confirmation of this and the name of the machine so we can prevent further use of the licence on the machine.

Where is the licence server?

The server is web-based and hosted by a third party.

Can I use Mail Manager on a MAC?

Currently, you can only use Mail Manager on a MAC if you are running a Windows emulator and have Outlook for Windows installed. If you don’t have Outlook for windows on your MAC but also have a PC, you can use Mail Manager Drop Folders to file from the MAC.

We are working towards providing a version compatible with MAC and would like to hear from you, email if you are interested in using Mail Manager on a MAC. Please confirm whether you use Outlook for MAC or MAC mail.

For any additional support please email