2012-08-17 6:58 pm EST
The problem has to do with the domain:
Domain details for whitestreetphotography.com from http://www.melbourneit.com
Registrar: MELBOURNE IT, LTD. D/B/A INTERNET NAMES WORLDWIDE
Admin email: email@example.com
Name server: ns.rackspace.com 18.104.22.168
Name server: ns2.rackspace.com 22.214.171.124
The name servers automatically route traffic for EMAIL and WEB pages to the hosting service that the name servers are pointing to. In this case, they are pointing to RACKSPACE. If you want both WEB and EMAIL traffic to come to our servers, you will need to change the name servers for the domain. If the domain is managed by us, then you can change the name servers by simply going to the Account Management Panel (AMP), and selecting MANAGE DOMAIN. I'll give you a link to changing domains later in this message. Remember that changing any DNS settings requires up to 24 hours of propagation time before the change actually takes effect.
You are also able to specifically direct traffic, but it does require specific DNS changes. In layman's terms, you can direct WEB traffic AND/OR EMAIL traffic to wherever, but it depends on your settings. A records are used to direct web traffic. MX records can be changed to direct email traffic.
Let us know if you're trying to direct BOTH email and web traffic, or simply the email traffic to our servers. Since the name servers are NOT pointed to us, you would need to change them to our servers before we could make any changes (we can't make changes if they're not pointed to us). If you need to leave name servers pointing to Rackspace, then you will need to contact your other hosting provider for technical support on changing the DNS to point to our hosting for email service to operate from here.
Apologies, but I do understand this may sound a little confusing. If you need immediate assistance, you are welcome to contact live support and they can enact the changes over the phone.
Here's the link on Domain Name Servers that I promised for you:
Changing name servers using AMP
-This first link is a quick set of instructions on changing the name servers in AMP
What are my name servers and how do I change them?
-This second link explains the name servers for you and also lists the setting you need to change them to.
If you have any further questions, please contact technical support or leave a comment at the bottom of the page.
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