⚡ Quick Answer: You'll receive an email and push notification on the same business day your mail is processed (excluding weekends and UK bank holidays).

How Mail Notifications Work

All incoming mail is processed on the same business day it arrives at our office (excluding weekends and UK public holidays). Once processed, you'll receive:

• An email alert
• A push notification via the Hoxton Mix app

You can then view your mail by going to Mail → Inbox in the left-hand sidebar of the Customer Portal or via the Hoxton Mix app.

What You Can See

Each mail item includes:

• A scanned envelope preview
• A digitised PDF of the contents
• Smart tagging and indexing by HaiRo™ (our AI mail platform), so you can search by sender, subject, or keyword

💡 Tip: Scans are not emailed directly — they're available in your Mail → Inbox in the Customer Portal or mobile app.

Managing Your Notification Settings

You can control how you're notified about new mail:

1. Log in to the Customer Portal
2. Click Mail in the left-hand sidebar, then Settings
3. Open the Notifications tab
4. Adjust your notification preferences and save

Mail Storage

• Mail is processed within one business day
• Physical copies are stored securely for 30 days, then confidentially shredded
• Digitised copies remain accessible in Mail → Inbox in your portal

Mail Forwarding Add-on

If you've added UK Mail Forwarding (£170/year or £17/month):

• Your mail is physically forwarded on the same day it's received
• Forwarding does not include scanning hard copies before posting
• If you need both scanning and forwarding, upgrade to the mail scanning and forwarding service (£419.99/year ex VAT)

⚠️ Important: Mail Forwarding is not included in the base Virtual Office London plan — it is a separate add-on.

Summary

Common Questions

Will I get notified on weekends?
No. Mail received on weekends or bank holidays is processed on the next working day.

How do I change my notification settings?
Go to Mail → Settings in the portal sidebar and open the Notifications tab.

I’m not receiving mail notifications anymore — what should I check?
First, check your notification preferences under Mail → Settings → Notifications. Then confirm the sender is using the correct business name and your name exactly as registered on the account. If there is a spelling mistake or the details do not match, the item may be returned and no notification will be sent. If your account or subscription has been cancelled, mail cannot be opened and scanned, and any correspondence will be returned.

Can I search my old mail?
Yes. HaiRo™ indexes all your correspondence — search by sender, subject, or keyword at any time.

How long are physical copies kept?
30 days from the date the letter is processed. After that, items are confidentially shredded.

Log in to your portal →

Updated on: 15/09/2026