Please note that the FAQ page provides answers to the most frequently asked questions. If your particular issue is not being addressed, please do not hesitate to contact us.

  1. General Information

  2. File Submit and Retrieve

  3. iiNET Features

  4. Passwords

  5. iiNET Options

  6. Security

  7. Error Messages
  8. Temporary Internet Files

  1. General Information

    1. If I am experiencing a problem with iiNET, when should I contact iiNET Technical Support and when should I contact iiNET Customer Care?

      iiNET Technical Support should be contacted for technical matters such as difficulty logging into iiNET, being unable to submit or retrieve files or if you receive any unusual error message during your iiNET session. iiNET Technical Support is available 24 hours a day, 7 days a week and can be reached at:

      Tel: +86 10 5874 9242
      Fax: +1 514 874 1699
      iiNET Customer Care is responsible for the overall administration of iiNET: general enquiries including the creation of new accounts, co-ordinating new data transmission requests and invoicing issues. iiNET Customer Care is available from Monday to Friday 8:30am to 4:30pm ET and can be reached at:

      Tel: +1 514 390 6800
      Fax: +1 514 874 1779

  2. File Submit and Retrieve

    1. After trying to submit a file, I received a "File Upload Failed" error message. Why?

      This often occurs because file names could contain non-standard alphanumeric characters. Characters such as @, ),( $, ^, #, & should be avoided. Note: If there is a space in the file name, it will be automatically replaced by the underscore symbol. e.g. iiNET changes to

    2. I am looking on iiNET for a file sent by a business partner today but I cannot find it under "Unread files". What should I do?

      Initially, check the "receiver log" using the iiNET file tracking tools to verify that the file was actually sent. If it was, another user within your organization may have previously retrieved the file. Click on "INFO" button in the Tracking Tools next to the file to see the userís name. If you are an iiNET Direct client, the file may have already been pushed automatically to your server. This explains why the files do not appear within "Unread Files".

      The file may also be found by changing the default retrieve option from "Unread files" to "Last 30 days" and by clicking on the "LOOKUP" button.

      If the file still cannot be found, you should request the iiNET file number from the submitting party. You can then retrieve the file by simply entering the number in the "Retrieve a file" screen.

    3. I am accessing the iiNET Data Exchange service and wish to retrieve a file submitted over 60 days ago which is no longer available online. Can I still get access to these files?

      Yes, files are archived for a period up to one year after their original submission date and can be made available by contacting iiNET Customer Care. Please be reminded that files retrieved from archive are subject to a "file restore" charge.

      Kindly contact iiNET Customer Care for further information (+1 514 390 6800 or

  3. iiNET Features

    1. Can I download the results of the iiNET Tracking Tools to an Excel sheet?

      Yes, it is possible. In the Tracking tools choose between three types of file formats (CSV, Tab-Delimited or Fixed Width). The file typescan be easily openned by Excel or any other type of spreadsheet.

    2. My email and phone number were changed. How can I update my contact information?

      In the iiNET main menu, click on the "My iiNET Profile" link which will allow an user to review its contact information.

    3. I downloaded my iiNET invoices a couple of months ago from iiNET, but I lost them. How can I get another copy of my invoice?

      iiNET electronic invoices can be found within the last 12 months on iiNET. Please click on the "Billing History" link to get a breakdown of all the invoices available.

    4. When I get to the Billing History screen, I don't see the invoices I am searching for?

      Any invoice before March 2003, will not be found on iiNET, since the iiNET e-invoice procedure was launched on April 1st, 2003. If you want a copy of an invoice before this date, please contact iiNET Customer Care.

    5. I want to view my company's invoices but it gives an error saying "Only authorized users may access this feature". How can I have access to the Billing History?

      iiNET Billing History is accessible only to users authorized to view it. You may request iiNET Care to update your user account to be an authorized Billing Recipient.
      Please note, however, that this may require a direct authorization from the current Billing Recipient on your iiNET account or from a registered iiNET account administrator within your organization.

    6. I was reviewing my invoices from previous months, and one of the Billing periods says "N/A", what does that mean?

      "N/A" means that there was no iiNET invoice produced for your organization in the said Billing period. iiNET does not normally produce invoices with charges of less
      than USD $50/ month and the amounts due are carried forward to the next month until the total of the invoice reaches USD $50 and over.

  4. Passwords

    1. I received IDs and passwords from iiNET Customer Care. When typing these in, I still cannot login with my ďConnection to the iiNETĒ password. What can I do?

      Remember that your iiNET IDs and passwords are case sensitive and they allow you to access iiNET via specific network providers.

    2. I tried to re-enter my IDs and passwords and it still didnít work. What can I do?

      Re-enter your IDs and passwords, ensuring the Caps Lock is not on and you are accessing iiNET via your authorized network route (provided to you by iiNET Customer Care).

  5. iiNET Options

    1. What is a "Bookmarked Recipients" list?

      The "Bookmarked Recipients" list is a user-friendly feature which allows iiNET users to create and manage their own customized iiNET recipient dropdown menu of their most commonly used recipients.

    2. How do I add a new entry to my "Bookmarked Recipients" list?

      Select the recipient from the "All iiNET Recipients" dropdown menu, then click the " Add to Bookmarked" button. If the recipient party selected manages multiple iiNET accounts, iiNET will prompt you with a second dropdown menu to further define your selection. Select the account you wish to add and click the "Add to Bookmarked" button. The recipient will then automatically be added to your "Bookmarked Recipients" list.

    3. How do I remove an entry from my "Bookmarked Recipients" list?

      Select the recipient from the "Bookmarked Recipients" dropdown menu, then click the " Delete from Bookmarked" button. The recipient will then be automatically deleted from your "Bookmarked Recipients" list.

    4. How do I submit a file to a recipient located in my "Bookmarked Recipients" list?

      Select the desired recipient from the "Bookmarked Recipients" dropdown menu, then click the "Continue" button.

    5. Can I submit files to a recipient not located in my "Bookmarked Recipients" list?

      Yes. Simply select the desired recipient from the "All iiNET Recipients" dropdown menu, then click the "Continue" button. If necessary, select the recipient account from the sub-menu, then click on the "Continue" button.

    6. I received a messaged that no "Recipient selected". What have I done wrong?

      After adding your new recipient to the "Bookmarked Recipients" list, you must choose your recipient again from the "Bookmarked Recipients" list before continuing.

    7. I see a "File Type" option available when submitting files using iiNET Online. What is the purpose of this option and does it affect my submissions?

      The "File Type" option allows the sending party to classify the type of file submitted and aid your receiving party in knowing what you are sending. The submitting party should select the best description for the file being submitted. If your file type does not appear or you would like to change your default selection file type, please contact iiNET Customer Care (+1 514 390 6800 or

    8. When submitting a file, I have noticed that there exists a "File Description" field. What is it used for?

      The "File Description" field allows you to describe the particular data file and aids your receiving party to know what is the file you are sending without reading the contents of the file.

  6. Security

    1. What is SSL?

      SSL (Secure Socket Layer) is a secure protocol used for exchanging private files via the Internet. SSL works by encrypting data to complement the existing security within iiNET. Both Netscape Navigator and Internet Explorer support SSL, as do many Web sites which use the protocol to safeguard confidential or sensitive information. By convention, URLs that require an SSL connection start with https: rather than http:.

    2. Do I need any special software to encrypt or decrypt the files?

      I donít require any software installation, since most Internet browsers already support this type of encryption. If you believe that your Internet Browsers do not support SSL encryption, then we believe that you should upgrade your browser to a recent version.

    3. How can I access iiNET via SSL?

      Please contact iiNET Customer Care (+1 (514) 390 6800 or if you wish to use this feature. Your current iiNET ID and passwords will not work; therefore you must be provided with new IDs and passwords by Customer Care.

  7. AT&T Dialer

    1. Nothing is happening while trying to connect with the AT&T dialer, what can I do?

      Reinitialise your PC and modem, then try again. To avoid this problem, log-off after a session while keeping the dialer open in the background.


    2. While connecting to the Access Provider, a message appears indicating that the primary host file does not have a DNS (Domain Name Server) entry. What do I do next?

      Accept the proposed entry. Your iiNET Client has been pre-defined with the default DNS settings. Please contact the iiNET Technical Support if you require assistance at +86 10 5874 9242 or

    3. The message "You are being disconnected from the network because there has been no network activity. You may reconnect when you wish to access the network again" is displayed while I am connected to the Access Provider. What can I do to delete it?

      You cannot prevent this message, the iiNET Access Provider is set to disconnect from the network after 15 minutes of inactivity in order to prevent the accumulation of idle usage time and fees.

    4. My Access Provider Login ID is no longer valid, how may I continue to access the iiNET Services?

      After three (3) failed attempts to connect to the Access Provider, the system will block your account temporarily to prevent security breaches on the network. Should this happen, please contact the iiNET Technical Support at: +86 10 5874 9242 or at: to have a your Login ID unlocked.

  8. Error Messages

    1. I received the following error message "Bad Gateway" after entering my "Connection to the iiNET" ID & password. Why does this happen?

      This message occurs when the user enters the IDís & Passwords incorrectly, to resolve this issue, please click on the back button and re-enter your ID & password.

    2. My automatic download did not start after I clicked on "RETRIEVE". A message appeared in my Info Bar under my address bar saying "Pop-up blocked".

      This is a known issue with Windows XP Service Pack 2. This can be resolved by adding the iiNET website to the list of sites that are allowed to use pop-ups. You must also enable Automatic prompting for file downloads in the Security Settings.

    3. When I click on Download at the RETRIEVE A FILE page, I receive the "Internet Explorer cannot download from" error message.

      This is known issue with Internet Explorer and file downloads using the HTTPS website. This can be resolved by using the automatic download that happens when you click RETRIEVE at the RETRIEVE A FILE menu page, before getting to the page where you click DOWNLOAD, or you can use a different browser such as Netscape to download the file.

  9. Temporary Internet Files

    1. Accumulation of Temporary Internet Files on your computer hard drive can impede iiNET functionality and the performance of your computer in general. It is recommended that you delete these files on a regular basis. There is an option available for Internet Explorer users (Version 5.0 and above) for this to be done automatically and avoid this periodic maintenance.

      For regular maintenance, please select Tools, then Internet Options. In this dialog box select the "Advanced" tab. Scroll down to the bottom of the list and you will see a box in the Security section entitled "Empty Temporary Internet Files folder when browser is closed". Selecting this option will delete these files automatically and reduce future potential problems using iiNET. If the Advanced tab is unavailable to you, please consult with your LAN Administrator.

      For all other Internet Explorer users (Version 4.X and below), please do the following to empty your Temporary Internet Files. Open Internet Explorer, go to Tools, then Internet Options. In this dialog box, go to the Temporary Internet Files section and click the "Delete Files" button.

      For Netscape users please do the following to empty your Temporary Internet Files: open the Netscape browser, go to Edit, then click on Preferences. Select the "+" sign of Advanced, then click on Cache. Click on "Clear Memory Cache" and "Clear Disk Cache" the erase the files.