Admins FAQs

Admins FAQs

How to log into the Black Pearl Mail App

  1. Open a web browser and navigate to

  2. Enter your email address in the “Email Address” field

  3. Enter your password in the “Password” field

  4. Tick the “Remember Me” tick box if you wish your local computer to remember the details.

  5. Click the “Login” button

  6. You should now be logged into the application.

If you are having difficulty logging via email address and password, first ensure this is the correct method(rather than Office 365 or Google OAuth) and click the “Forgotten your Password” link.

How to reset your password

Note: if you log in via Office 365 or Google OAuth then the password reset function will not work for you.
  1. Open a web browser and navigate to
  2. Near the bottom of the page there is a link called “Forgot your password?”, click the link.
  3. On the forgot password page enter the email address you have used in the past to log in to Black Pearl Mail into the “Email Address” input box.
  4. Click the “Reset Password” button
  5. You will now be sent an email with a link, click the link which will take you to a page where you can enter your new password.
  6. Enter your new password in the “New Password” field
  7. Re-enter your new password in the “Enter Password Again” field
  8. Click the “Reset Password” button
  9. You will now be taken to the login page where you can log in with your new password.
Resetting the password will only work if you have not used the "Sign in using O365" or "Sign in using Google" options. If you have used one of these options please email for a new admin link.

How is the signature applied?

Your emails are branded in transit by Black Pearl by applying the company branded signature then delivered to the intended recipient.

Recommended Image Sizes

For optimal image quality, we recommend uploading images these exact sizes:
  1. Banners: 1360 px wide and 500 px high
  2. Logos: 500 px wide and 500 px high
  3. Profile Pics: 300 px wide and 300 px high
  4. GIFs need to be less that 2.5MB in file size
What coding is used when applying the signature?


Do we use different overlays or is it responsive?

It is responsive depending on the device.

What happens if the Black Pearl servers are down?

Black Pearl has a 24x7 Red Team that continuously monitors all our services and servers, with multiple early warning systems. We have a 99.998% uptime record and have redundancy/failover. If we do experience a service disruption all system administrators will be notified through our emergency alert system.

Does this mean you read all our emails?

Black Pearl does not read or store any customer emails including attachments. For security and safety, Black Pearl Mail only uses the header data of an email (To, From, Subject) to apply signature branding. The body and contents of an email are never viewed or stored by Black Pearl Mail.

    • Related Articles

    • Images are not displaying correctly in Outlook

      Black Pearl wraps emails with HTML templates so images are downloaded from the Black Pearl server, meaning processing emails is light weight. Most emails are opened on email programs which download images by default such as: Gmail, Android, Apple ...
    • Can I have my profile picture round instead of square?

      Yes, you can have your profile picture as a round image instead of a square. You would need to edit the photo before loading it to the Black Pearl Mail app. The optimal image size for a user's picture is 300x300px. If you are using a Mac, there's an ...
    • First Time User FAQs

      You may want to download an editable version of this guide and add your own FAQs to personalize it for your organization. To do this, scroll to the bottom of this guide and download the First_Time_User_FAQ attachment. How do I ‘turn on’ Black Pearl ...
    • Pictures cannot be displayed and are shown as a red "X" in Microsoft Outlook

      When you open an email message that contains images in Microsoft Office Outlook, the image areas are blocked. These areas display a red "X" placeholder. Blocking pictures can help protect your computer. Microsoft Outlook is configured by default to ...
    • Where can the banners be located in an email?

      Branding, Images, and/or Ads can be added to templates in three locations: At the top Above the signature Below the signature These locations are fixed and cannot be changed.