Help... Strange email situation

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  • Updated 4 years ago
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Last year I transferred a domain name away from yola to a new domain host. I have 2 email accounts that continued working perfectly (although I think they should have stopped working at the time of transfer). A few days ago I set up a new email account with my new provider and it appears this has 'broken' the old accounts that ran through yola mail. I believe the MX records were changed when I set up the latest account. My question is as follows... Is it possible to change the MX settings back, retrieve my lost emails, then change the MX settings back to my new host? If so what are the MX details for yola mail? This happened only a few days ago so I am hoping the emails are still on the yola servers somewhere.

Any thoughts or help would be much appreciated.

Thanks.
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Steve Taber

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Posted 4 years ago

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Monique, VP of Customer Support

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Hi Steve

I am looking into this and will get back to you once I have more information.
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Steve Taber

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Thanks very much Monique. I am sure the emails must still be on the yola servers, years of archived emails and attachments which are MUCH needed. If there is anyway of recovering them I would be keen to give it a go. I look forward to your response.
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Monique, VP of Customer Support

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It would help if we could work on this via email.  At this point I can't even trace you on our system using the information provided.  Could you please email support@yola.com with as much detail about the domain and your Yola account as possible?
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Steve Taber

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I already have (397765) Domain was transferred 8th October last year. Yola mail has been working perfectly since. It was only me setting up a new email inbox with my new provider a few days ago (123-reg.co.uk) when the problems started. Hola support offered me the solution of adding my info into a mail program such as thunderbird, but the mail.domain.org link is dead so no way it will connect through a mail program. Can I contact you directly rather than generic yola support, I have posted here out of desperation after trying yola support. The two accounts are alex@ and ellen@. The email associated to the original account was waveneygym@aol.com


Thanks

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Laura Thomas, Social Media Coordinator

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This is helpful Steve, thank you. We will follow up with you on the case you referenced above. 
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Steve Taber

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From what I can make out this has something to do with name servers or MX records. Could someone please give me all of yola's settings for name servers and mx records so I can try and reverse the changes that were made within my domain control panel last week. I am hoping this will give me temporary access to my emails on the yola servers.

Thanks.
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Laura Thomas, Social Media Coordinator

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Hi Steve, 

I believe we are close to a solution for you but our email specialist needs just a bit more time. I assure you we have not forgotten you and we will respond with more information to your support request as soon as we can.
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Laura Thomas, Social Media Coordinator

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Hi Steve,


I apologize for the delay in getting back to you. This is quite an unusual situation as our records indicated that your mail was cancelled last year. As such it took us some time and investigation between multiple parties to locate the mail you had access to. 

The good news is we can re-enable access to Yola Mail so you can save the emails and attachments you need using the Thunderbird client as Daniel suggested in his previous reply. 

In order to accommodate this we need to reactivate your Yola Mail account which costs $9.96USD. 

I included payment options in my direct message to you. Please respond to that email so that we can reactivate your account!