There are different ways you can access the voicemail, one way requires the Aspire UltraMail software a second way is with a hyperterm type of program and the passwords are different for each method, I also think that your vendor has not right to keep this information from you unless you do not own the system, see if there are any other Aspire dealers in your area,unless the system is still under their installation warranty or you have a service contract, if that is the case you should not be modifying the software on the system or the voicemail, I went to school for 2 weeks for this system and I am still learning new things about the Aspire every day, it is very complex......