Not Receiving Email?! Help!!

[karenmcfate]

Friday afternoon our Computer tech started designing a website using our domain. We haven't been able to receive any email since that time.. although we can email out.

Any ideas on what could have gone wrong, and what we need to do to fix it as quickly as possible??? :confused:

also, is there any way to recover the emails we didn't receive over the weekend?

[rtoohil]

There's a handful of things it could be:

-Your domain might not point to the right place yet (i.e. your MX records might not yet point to PowWeb). If that's the case, you probably can't recover the emails.
-If this has just recently started (i.e. it used to work), it could be a bunch of things configuration relation. In those cases, the mail should be on the servers.

I tried to guess at your domain, and I think I know your account. It looks to me like you're using 3rd party DNS, with an MX record that points somewhere else. Of course, in that case, it also looks like you're hosting your site elsewhere, which would explain why you can't get to your mail on PowWeb's servers.

[R_P]

rtoohill has better access to information than the rest of us customers (as this is a customer-to-customer support forum). Without a domain name the rest of us can't provide any information.

[IanS]

rtoohill has better access to information than the rest of us customers (as this is a customer-to-customer support forum). Without a domain name the rest of us can't provide any information.Agreed, therefore if a domain isn't going to be supplied then I'd suggest contacting support@powweb-inc.com to see if they can help. If the contact is made via OPS then guessing (as done by Ryan) doesn't have to be done.

[dmacminn]

You can certainly contact support for help with any supported features on Powweb; I'd recommend logging into OPS, going to the MAIN Tab and selecting the ' Create & View Support Ticket' option rather than just sending an email; that way you are already authenticated to system so Technical Support can start working on the issue.

If you simply send an email without the required security information, you'll delay action until we can recontact you and verify that you are authorized to have changes performed or information provided, so:
Login and go to http://www.powweb.com/member/sconsole/ to file your issue, or use Chat or Telephone support to open an issue (you'll have to have the OPS password, security question answer or the credit card number to authenticate and be provided account information or assistance).

If a direct email alone is more convenient for you, then you should provide security authentication (username/password or security question answer, first 4 and last 4 digits of the Credit Card on file) in your email to avoid an additional handling step -- emails are reviewed to be sure you have provided the required Security authentication before work can begin.

So, again -- do what suits you, but don't forget the security authentication requirement for anything requiring access to information or possible changes on an account!

[YvetteKuhns]

We haven't been able to receive any email since that time.. although we can email out.

How are you sending and receiving email? Are you using Outlook or another email client? Or are you using webmail? Your domain name may not be pointing to the correct server or it may not be updated yet. Did you recently purchase the domain name? Did you recently switch web hosts (within last week)?

Because you can email out, your domain name exists and has not been marked as invalid. But since you cannot receive email, it sounds like your domain name has been recently redirected or switched to a different web server. Are you using domain redirects or forwarding?

[karenmcfate]

thanks, everyone. we resolved the issue. i guess the domain had been pointed to the wrong place?!? i'm not sure exactly how all that works. but anyway, we are now using a different place to pick up our email and its working fine. thanks.