I can send email from my new email but I can't receive it. Why?

Asked by:
garfield711 / 10 Points
2012-08-30 8:24 pm EST
Email Troubleshooting
I can send email from my new email address but I can't receive new email. Is it because I haven't shut down the old web hosting service?

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16,573 Points
2012-08-30 8:37 pm EST
Hello Garfield711,

I looked up your account and you have not yet changed the domain name servers for your domain name. They're still pointed at your old host. Since we have no control over the domain name you will need to contact your domain registrar and change the name servers to point to our hosting. Email and Web traffic will look at your domain name in order to determine where to be sent. So when an email going BACK to your domain is being sent, then it will go to where your name servers are indicating - in this case to 1 and 1. This is why your email client is not receiving email.

Here's an article explaining the Name Server changes:

Transfer versus Name Server change

Note that you can do one of two things:

1)Transfer your domain name to our domain registrar
2)Contact your current domain registrar (1 & 1 Internet AG) and ask that they change the name server settings

Of those two, the domain name server changes will require up to 24 hours of propagation time to take effect.

The domain transfer can take 7-10 days (or much less) depending on the domain registrars and the speed in which they process the change.

Please review the article carefully before making the change to your domain name.

If you have any further questions, please contact technical support or leave a comment at the bottom of the page.


Arnel C.

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