Frequently Asked Questions

To close your account with RACSA

The form to close your account with us is found double clicking here

Given that due to a temporary technical problem we cannot offer you the option of filling in the Form and sending it on line; you will have to download the form to your hard disk, fill it in and print it and fax it to 2287-0508 together with a copy of your ID card.

If the account is to the name of a stock company, then the Attorney in Fact with Unlimited Powers will have to fill in the form and send copy of his/her ID card.

This procedure is required for us to make sure that it is the account owner in fact who is requesting its closure

If you need further information, our personnel will help you through 800-NAVEGAR (800-628-3427).

If you are not in the country and are not coming back within the following three months, please let us know through the "Contact us" service of our index page to then apply to another procedure.

(In all cases we will reduce from your guarantee deposit any debt you might have with us to date leaving the remaining money at your disposition in the cash register area of our main, San José, 5th Av. 1^st Street)

Change or loss of passwords

The access and mail passwords are confidential and exclusive to the account owner, due to which RACSA does not keep nor have said information. To solve the situation with your access password, according to your needs, you can follow three ways:

To solve your problem with your passwords you can:

1- Access the manual (To be able to do it you must bear in mind the original password provided to you when you contracted our service). 2- If you were not able to do it -for example for not having the original password- if the service is to the name of an individual, you must just call 800-NAVEGAR (800-628-3427) and our technicians will proceed with the change on line, of which you will be immediately informed. Said passwords will be valid for only 24 hours, term within which you will have to change again at your best convenience.

3- If the service is to the name of a corporation, what proceeds is the company’s legal representative to request a temporary change of password. For this a note signed by him with copy of his ID card and of the company’s legal capacity, in force, must be faxed to 2287-04-61. A telephone number and person to whom the new passwords are to be communicated must be indicated, and our personnel will do this within a term of 24 hours. Upon faxing it, you must call 2287-0515 to check the reception of the fax. If the change of passwords is urgent to you, you must indicate it to the officer who answers your telephone call and after checking the data faxed, he will proceed to register the change of passwords and inform you. Said passwords will be valid during 24 hours.

Please bear in mind that the new RACSA mail service requires an additional configuration, about which we offer you information and the corresponding link on the mobile banner on the lower right of our new web site that we recently have, designed in a more agile and modern way to facilitate you the access to the services and information that we offer.

For any additional consultation you might have, our technical personnel will help you through ServicioaCliente@RACSA.co.CR or 800-NAVEGAR (800-628-3427).

Change of mail address (login)

If you need to change your web address (login), you can easily do it. If the account belongs to an individual, you must call 800 NAVEGAR (800-628-3427), and indicate your account and ID card number, and the technical personnel will answer your phone call and make the change on line, that is, immediately. (Further information here).

Other situations to change mail address (login):

If the change of login is for a company or organization, the legal representative must fax a note to 2287-0508 in RACSA requesting said change, and a copy of his/her ID card and the company’s legal capacity (with no more than 30 days of having been issued), must be attached. The change will be made in less than 24 hours, prior notice to the interested party.

(We remind you that if you want to apply upper and lower case letters in your web address, for example marimata@racsa.co.cr to be read MariMata@RACSA.co.CR, the same will be recognized by all the web programs worldwide).

RACSA and you vs. SPAM

Worldwide the Internet surfers are victims of the unsolicited and unwanted (SPAM) epidemic, which, due to different new viruses and bad practices have increased lately.

Currently RACSA filters near 95% of the SPAM transiting through our servers –through which some 4 million mails circulate on a daily basis, being half of them unsolicited mail- and we are implementing the equipments to filter in the short term, a bigger percentage (there is no place in the world where the Internet supplier companies have been able to filter 100% of the SPAM).

Even Costa Rica is one of the world’s few countries where anti SPAM rules are applied through the "Autonomous Service Regulation for the Regulation of Massive or Unsolicited Mail" (Here ) through which sanctions are made even cutting or blocking the Internet service to the issuers of massive or unsolicited mail.

Nevertheless, SPAM has been increasing among other reasons because the "spammers" use new attacking techniques through virus (known as worms), which corrupt the machines and turn them into message spreading "robot", and thus each corrupted machine starts continuously sending SPAM with virus to all the addresses of your address folder, disguising the sender with names taken out from the same folder or inventing others (for example webmaster@racsa.co.cr ). For such reason files attached to messages from friends or people you know must not be opened if they seem suspicious.

In case your machine is corrupted with any virus, we recommend you to apply the temporary anti virus / anti spam that we present you on our web page ( www.RACSA.co.CR) or on the "Navigation Tips" section ( Here) and to immediately acquire a licensed antivirus/antispam version of the most well known firms (Panda, Symantec, Norton, etc.).

Another possible reason for a user to be receiving SPAM is that one – or several – of these bad practices have been applied:

1- The account owner or anyone with access to your mail service participating or having participated on massive message forwarding chains.

2- Programs without paying 100% of the corresponding license being installed.

3- The service user or anyone with access to his/her passwords opened a mail that was in fact a virus transmitter, and which by this means a "spy" detected this email address and those contained in his/her contact notebook. Or else this happened to somebody you know, in whose contact notebook is your email address.

4- The person who is responsible of the service does not update –at least every 15 days- his/her anti virus (many virus generate SPAM).

5- Your web address was provided in any form of financial or commercial companies (they exchange this information).

6- Your web address was provided to third parties that are not of your complete trust.

If you pay attention to our recommendations your SPAM problem should decrease significantly. If not, the most advisable thing to do would be to change your email address (which you can do through our toll free customer service line 800-NAVEGAR (800-628-3427), and then follow our recommendations, beginning by implementing licensed filters from the first moment.

 

Online RACSA's procedures

To access this service, please apply the following web address:   https://www.racsaenlinea.co.CR or enter this facility through our web page (www.RACSA.co.CR ) through the banner "Online Services" that is found on the left side of the index page of our web site, and/or in the grey column to the left of all its pages.

Configuration Problems

On our web page we have different Configuration Manuals available to you at the link Manuals

Please bear in mind that now that since we are offering another mail version, very likely you will have to configure it also, whose information can be found in our index page on a banner at the lower right side.

If after following the indications pointed out therein your problems continue, at the end of said section you will find the direct link via web with our Technical Support officers, who you can also contact through toll free telephone 800-NAVEGAR (800-628-3427).

 

Access to your account from abroad

To access your account from abroad, you can follow three ways:

•  Access RACSA’s web page (www.RACSA.co.CR ) and from there check your mail through the logotype indicated it so, at the top right).

•  Type directly the mail service address through the address http://WebMail@RACSA.co.CR or

• Download the Roaming service from our web page, section Personal Services, which is easy and quick to download and which will not produce any hitches to the equipment to which it is downloaded.

New services, rates and speeds

RACSA offers as of September 1st three new access services via cable modem:

•  " Internet Basic ", with speeds of 256 kilobytes per second to download information and 64 kbps to send, for a rate of  only $16.95 monthly, which includes both the payment to the cable company for the transportation and to RACSA for the access to Internet. (Previously the most inexpensive access via cable modem rate was $32).

•  "Internet Plus", with speeds of 1 Megabyte (1.000 kilobytes) / 256 Kbps, at $34.95.If the speeds are of 2 Mbps./256 Kbps at $49.95, and 3 Mbps./256 Kbps. at $69.95.

•  "Internet Gold", which enables up to 2Mbps./512 Kbps. for $69.95, 3 Mbps./512 Kbps. for $99.95, and 4Mbps./1Mbps for $168.95.

(With the "Plus" and "Gold" services you will be entitled to a mail box of up to 1Giga capacity, chat and personalized agenda. In no service via cable modem is there an additional payment for telephone service due to the connection).

You can get further information through the following ways:

If it is with the CABLE TICA company through telephones 2210-1450, 2210-1574, or through the web address http://www.cabletica.com

"Super Inexpensive, the country’s cheapest access service.

This option (of dialup access via telephone) is ideal for those who concentrate their surfing via telephone during the nights and weekends, since its monthly cost of access to Internet –apart from the cost of the telephone call) is only $4.95 on this schedule, and it includes unlimited surfing hours from Mondays through Fridays from 7:00 p.m. until 8:00 a.m of the following day, and Saturdays and Sundays all day long. Outside these schedules the packet has a cost of  $0.90 per hour, but this service has a maximum total monthly invoicing from RACSA on behalf of the customer of $13.50; that is, in no case whatsoever will the customers pay RACSA more than this amount. It can reach speeds of up to 128/64 Kbps using the RDSI facilities and it includes 1 email account with a capacity of 100 Mb.

For further information about the service via telephone, please call RACSA’s free customer service system via 800-NAVEGAR (800-628-3427).  

Contracting our services

If you are interested in contracting our services for the first time you can do it through any of these three ways:

•  Contacting one of our Authorized Agents, whose listing is on our web page at the following link Authorized Agents.

•  Visiting our headquarters from 7:30 am to 4:30 pm, or Saturdays until Noontime. RACSA is located in the building on the corner of 5th Avenue and 1^st Street, (East side of Hotel Europa). This procedure does not take more than 20 minutes.

•  If you are interested in our service via cable modem, you can also contract it through the cable company that provided the transportation of our Internet service.

If you already are a RACSA customer and want to change to a new service, you can do it indicating it over the telephone through our free customer service system via 800-NAVEGAR (800-6283427), or else through ServicioACliente@RACSA.co.CR