Can't log in to mail.mydomain.com - via web, IMAP, anything

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  • Problem
  • Updated 7 years ago
  • Solved
Hi there.

My friend's domain is michellegracehunder.com and has been working fine for a while now. She has IMAP configured on her Mac and iPhone.

Mail stopped working over the weekend. She renewed her account, and also changed the email address used to log in to Yola.

If it makes a difference, she changed that address to a Yola mailbox - creating a kind of circular reference, perhaps?

Anyway, now we can't log in to mail. I've logged in to the Yola control panel and reset the password for her mailbox (hello@michellegracehunder.com) but I still can't log in via either webmail or IMAP.

Help! What's going on?...

Thanks,
j.
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John Noble

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  • confused

Posted 7 years ago

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John Noble

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(Oh, and I tried changing the email address used to log in to Yola back to the original, non-Yola-hosted address - it's made no difference.)
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Jackie

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Hi John,

It appears that your friend's Yola Mail mailbox has expired and this is the reason you are unable to access it. The domain and Yola Mail are linked and should be renewed at the same time. I can see that the domain was renewed for 2 years, but the Yola Mail mailbox was not renewed.

If you could ask your friend to purchase a new mailbox, our engineers will add the registration period to the expired mailbox and reinstate it for you.

To purchase a new mailbox please follow these steps:

- Go to your Yola Mail page after logging into your Yola account.
- Click on "Get an additional mailbox".
- Follow the steps to purchase a new mailbox (as per the original steps on activating Yola Mail).

Please let me know when this has been done and I will send your case onto our engineers to action.

Thanks,
Jackie
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John Noble

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Thanks for the quick response, Jackie. I'll ask my friend to try that - it certainly sounds like that might be the issue.

May I suggest that you make it a bit more obvious that a mailbox has expired? I can go to the "mailboxes" section of the console and see the mailbox, change its password, etc., and there's no indication at all that it's no longer active.

Also, is her old mail still there or has the mailbox been deleted? She'll still have her locally cached copy, I'll make sure she backs it up if the mailbox has been cleaned just so that IMAP doesn't do it when it tries to sync to the server.

Ta,
j.
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Jackie

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Hi John,

Thanks for the suggestion - this is definitely something that we would like to improve, and it is in the pipeline. Apologies for any inconvenience or confusion caused!

Her old mailbox is still there and will be reinstated once she has made the payment. Please let us know when this has been done, and we will get it back up as soon as we have been notified.

Thanks!
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Jackie

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Actually, I've just reviewed her account and I can see she has made the payment. I will let our engineers know and will update you as soon as the mailbox has been reinstated.
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Jackie

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HI John,

I am pleased to let you know that your friend's mailbox has been reinstated, and she should be able to access it as before. Please let us know if she runs into any trouble.
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John Noble

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Great, thank you - I can confirm I can log in to the mailbox.

Messages from the 4th until now seem to have disappeared - I know I sent a few that didn't bounce, but they're not in the mailbox.

Can you confirm whether they'll either bounce at some point or be delivered? I don't mind which (obviously I'd prefer the latter) but I don't want them just to disappear. She uses this for her startup business and could well be missing important client emails.

Thanks again.

j.
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Jackie

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Hi John,

I have spoken with our mail services provider, and they have advised that when a mailbox is suspended, received emails will be sent back a "the system will try again" email for 3 days, and then a complete bounce. As the mailbox was suspended it won't store any of those emails.

Hope that helps.

Thanks,
Jackie