Email Hosting

Ticket by rac252 | August 1, 2014 | Question
  • Hello - I have been struggling with transferring a domain name to my website(changing from .co.uk to .com), and while this has been going on my gmail account, rachel@personalbest-image.co.uk has been down. I have received NO email to my business account for over a month now.  I note however you have renewed your hosting of the account - so please could you ensure the account is working!!!!

    With regards the domain name for my website. Heart Internet has been hosting my domain names, but I am cancelling all connections with Heart now, and when the domain name www.personalbest-image.com becomes available I would like to purchase it through Wix so that you host my domains/site/email everything.

    I hope this will be possible to complete within the next week - as my website is also down and this and the failure of my email is having an adverse effect on my business!

    Please could you advise how I need to proceed in order to get my site and my email up and running again with no further problems.

    Regards Rachel Lynch

Replies (30)

  • Reply from Elia | August 1, 2014

    Hi Rachel,

    When transferring a domain over to Wix, we send a confirmation email to the registrant email according to the WHOIS information (can be seen here): http://whois.domaintools.com/personalbest-image.com

    Please note that we are currently not in control over your domain records:

    https://www.whatsmydns.net/#NS/personalbest-image.com

    https://www.whatsmydns.net/#NS/personalbest-image.co.uk

    When connecting a domain to your Wix site with our nameservers, the domain stays at your hosting company and connects to the Wix servers NS1.WIX.COM and NS2.WIX.COM.

    This method transfers control of your domain records to Wix. These records can be controlled via Domain Manager of your Wix account by you!

    This will also allow your mobile site to be automatically associated with your domain!

     

    To connect your domain to our name servers:

    Send your domain hosting company the following message:
    I have built a site on Wix.com. Please connect my domain to their name servers- NS1.WIX.COM (IP address 216.139.213.90) and NS2.WIX.COM (IP address 95.211.144.195).

    After sending your message, please allow up to 72 hours for changes to get updated (propagate).

     

    Please note that you can also contact Wix by phone!

    Should you require further assistance or information, please let us know,

    Elia - Wix Support
  • Reply from rac252 | August 2, 2014

    Hi Elia - thanks for that info. Yes, I do want Wix to have control of my domain records.

    I'm not sure I understand everything you've said, but I think you are saying that I shouldn't allow my domain with Heart Internet be cancelled. I must renew and send them the info you advised? Correct? 

    My problem is that I have sent exactly that info to Heart about 3 times now and been ignored every time - thus the fix I am in!!!! I have posted your note again and will keep my fingers crossed, but your assistance in seeing this through would be greatly appreciated. Every one else I have dealt with at Wix seems to have become quickly bored with my case! Meanwhile my business is bottoming out.

    Please note my administrative email for this domain name is: grantbushby@hotmail.co.uk. He's my husband so that email is fine to use if required. I gather it's just easier not to try to change the administrative email.

    Once again thanks for your assistance.

    Regards

    Rachel

  • Reply from Ritti | August 3, 2014

    Hi,

    I can see that the transfer has failed because you have not responded to the confirmation email that has been sent to .

    Please repeat the process.

    You'll receive an email from support@wix.com, asking you to confirm your transfer request. The subject of the email is "DOMAIN NAME TRANSFER - Initial Authorization for Registrar". You must open this email (check your spam folder) and click Confirm within 5 days after the transfer request. If you do not confirm the email, the transfer process cannot be completed.

    It may take up to seven days for the Registry to approve your transfer.

    Best, Ritti
  • Reply from rac252 | August 3, 2014

    Hi Ritti

    re failing to confirm the transfer request. The problem is that we aren't receiving the emails! I have been chased this up when I have tried to transfer within the last month, but nothing is working. I don't understand why Grant isn't receiving the emails. 

    Is it possible you could send the email to my address - raccydac@hotmail.com? Obviously as soon as I or Grant receive the request I will address it, but I just can't do this if I don't receive the request.

    I'm getting a bit desperate and confused now.

    By the way - would you recommend I change my business email address to .com rather than .co.uk also, or is it too much hassle? How would I go about re-directing emails that come to the .co.uk address?

    Regards

    Rac

  • Reply from Rony | August 3, 2014

    Hi, 

    Unfortunately, we cannot resend the email. It is sent automatically to the address specified as admin. 

    You can change it by contacting your current domain hosting. 

    All best,

    Rony WixTeam
  • Reply from rac252 | August 4, 2014

    Hi Rony

    I have now changed the administration email address with Heart Internet to raccydac@hotmail.com.

    Please can the confirmation email be resent so that I can get this issue sorted out before I lose any more business and patience!

    Also, once again, could someone please advise as follows:

    Would you recommend I change my business email address to .com rather than .co.uk also, or is it too much hassle? How would I go about re-directing emails that come to the .co.uk address?

    Regards

    Rachel Lynch

  • Reply from Noa | August 4, 2014

    Hi Rachel,

     

    As Ronny said, the email is sent automatically, therefore, in order for it to be sent again (to the correct email address) you will need to initiate the transfer process again.

     

    Please note that it is not possible to change the domain used for the email address. In order to do this you will need to purchase another mailbox for your .com  domain.

     

    Let us know if we can further assist,

    Noa - Wix Team
  • Reply from rac252 | August 4, 2014

    Hi Noa

    I have initiated the transfer again - fingers crossed.

    Re your comment: Please note that it is not possible to change the domain used for the email address. In order to do this you will need to purchase another mailbox for your .com  domain.

    OK - I can purchase another mailbox, but is it possible to have the regular email sent to my .co.uk mailbox redirected to the new mailbox?

    If so, how do I do this?

    Regards

    Rachel

  • Reply from Nika - Wix Team | August 4, 2014

    Hi Rachel,

     

    It is possible to keep your old email. Once the domain transfer is complete will set the relevant MX records for you.

     

    All the best,

    Nika.
  • Reply from rac252 | August 11, 2014

    Hello

    is anyone able to advise me the status of the domain transfer as above please? I returned the confirmation on August 5 and have received advice that it was received.

    I just need to know something positive is happening now thanks

    Regards

    Rachel Lynch

  • Reply from Natalie | August 11, 2014

    Hi Rachel,

     

    I can see that your domain personalbest-image.com is currently hosted by Wix and is connected to your site.

     

    Are you still not able to use your mailbox rachel@personalbest-image.co.uk?

     

    Awaiting your reply.

    Best Wishes, Natalie - Wix Support Team
  • Reply from rac252 | August 11, 2014

    Hi Nati

    many thanks for confirming that personalbest-image.com is connected to my site - hooray!

    In which case when I search online for www.personalbest-image.com should my website automatically open? If so then I still have a problem as this isn't happening yet. Now what?

    Also it looks as though my email - rachel@personalbest-image.co.uk still isn't working. I have various emails which drop in on a daily basis and I haven't received anything for over 5 weeks now - today included.

    Umm, I can see we are making progress, which is fabulous,but we aren't there yet. What do I/we need to donow?

    Thanks

    Rachel

  • Reply from Rony | August 12, 2014

    Hi Rachel, 

    I have visited your domain personalbest-image.com and I see it is correctly directed to your Wix site. Your site works perfectly!


    If you are still having trouble viewing your site, please try doing the following:

    1) Go here and click on "Delete all sites". Then clear your browser's cache.

    For step-by-step instructions about how to clear your browser's cache, please follow this link.
    You can also find a video tutorial here.

    2) Try to Flush your DNS. For detailed instructions on how to do so please go here.

    3) Please go to the Windows start menu->click on 'run'-> select the first option: 'Run'-> type: 'ping yourdomain.com'->A window will pop with an IP address. Please run this test from several computers.

    For Mac users: Go to ‘Application’ then open ‘Terminal’ and type: 'ping yourdomain.com'->A window will pop with an IP address. Please run this test from several computers.

    -If you receive an IP address on your computer other than the IP you see here and you see this IP from other computers please contact an IT expert in your area for further troubleshooting.

    -If you receive a different IP than the IP you see here from multiple locations, please send it to us in order for us to check it.

     

    Regarding your email. The domain personalbest-image.co.uk is not connected to Wix. 

    Your pointing configuration in your registrar (not Wix, but your actual domain host) is incorrect.
    To fix this, please follow the instructions here

    Since the mailbox requires a correctly connected domain, it will not work until you solve the connection issues. 

    Let us know if you require further assistance. 

    Rony WixTeam
  • Reply from rac252 | August 15, 2014

    Hi Rony

    many thanks for all the really useful help! My domain www.personalbest-image.com is now functioning and a few friends around the world have been able to have a look, so no problems there.
    THANK YOU ALL.

    BUT. I still haven't figured out my email. I have a Google/Gmail account which I set up via Wix when I created my website last year - rachel@personalbest-image.co.uk - which I have been trying to point to my .com website. I have no idea if I am doing the right thing, if I have put anything in motion or what I've done. I am at a loss with this now.

    Domain host I think is heart Internet, and I know I have managed to do the following:

    personalbest-image.com has been set up to work with Google Apps. Please allow 48 hours for this change to become effective.

    But doe that mean I have set up a new email account?. Can anyone at your end see whats going on re getting me back on email - it's been down for about 6 weeks now! I am missing out on a lot of business and regular info that comes to my .co.uk address. How can I retrieve it all?

    Thanks in desperation

    Rachel

  • Reply from Gan | August 15, 2014

    Hi Rachel,

    Thank you for contacting us.

     

    The mx records for your domain personalbest-image.com are set correctly. You do not need to set up a new mail account. When did you update these records? Please note that as stated, changes may take up to 48 hours to take place.

     

    Please contact us for further information.

    Best, Wix.
  • Reply from rac252 | August 18, 2014

    Hi Gan

    re my email: rachel@personalbest-image.co.uk and linking it to my website domain www.personalbest-image.com.

    As per previousqueries I have been trying to get my email up and running, but nothing is happening. My last dalliance with it all was 72 hours ago and I don't appear to have solved the problem. I am still not getting any email.

    HELP!?

  • Reply from Noa | August 18, 2014

    Hi,

     

    Please note that your .co.uk mailbox is not functioning properly since your domain

        personalbest-image.co.uk

    has expired.

    Please contact your host in order to renew it.

     

    All the best,

    Noa - Wix Team
  • Reply from rac252 | August 19, 2014

    Hi Noa

    I just payed £30.60 on July 26 2014 to renew that domain. Now what?

     

  • Reply from Yoav | August 19, 2014

    Hello,

     

    According to the domain's public WHOIS information, it has expired - please contact your domain host for additional information, as it seems the renewal payment has not been accepted.

     

    Let us know if you need any additional help - we'll be happy to further assist!

  • Reply from rac252 | August 20, 2014

    Hi Yoav

    thanks for the reply. Re the renewal payment of £30.60. I note it was taken out of my account on July 30 but has not been refunded by yourselves. 

    Clearly my best option is to just go ahead and set up a .com mailbox, but I would need funds refunded to me in order to pay for the new one!!!! Can this please be looked into with all urgency - 8 weeks of going round in circles now and I am going a bit loopy myself.

    regards

    Rachel

  • Reply from Or Y | August 20, 2014

    Hello Rachel,

     

    Please note that your domain personalbest-image.co.uk has not been purchased from Wix, thus we are not the relevant addressees for refund issues.

    I can see your domain is not connected to Wix as its NS records are not set as:

     

    ns1.wix.com

    ns2.wix.com

     

    In regard to the mailbox issue, please purchase one from Wix or connect your existing one to Wix. For more information, click here.

    All the best, Or
  • Reply from rac252 | August 21, 2014

    Hello Or

    we now seem to be losing track of what I am asking.

    Please note all the correspondence to date on this ticket. I have cancelled my .co.uk web domain and now have a .com website hosted by yourselves. I am very happy with this.

    Now my issue is with my .co.uk mailbox address, which I had not realised needed to be connected to my .co.uk web domain in order to function.

    From what I understood of all your colleagues advice on this matter I could simply connect the .co.uk mailbox to my new .com web domain, but now I am being advised I can't do this without renewing my .co.uk domain - which I don't want to do.

    I am happy now to purchase a .com mailbox through Wix, if only in order to receive some email for the first time in 2 months, but I note that Wix has taken funds from my account for the automatic renewal of the Google Apps Email rachel@personalbest-image.co.uk. (your Invoice Number: 103703250 - Closed Issue Date: Jul 26, 2014), which I had previously purchased through Wix with my .co.uk website.

    As this email does not function any more, and hasn't done so for the last 2 months or more, I really need the renewal funds as per this invoice refunded to myself.

    At that point I will happily purchase a .com mailbox from Wix and endeavour to salvage whats left of the tattered remains of my business!

    Please can this matter be looked into with all urgency! I have been trying to resolve this in my feeble way for far too long now. I am not au fait with NS records, MX records, CNames or whatever they are etc etc etc and am doing my best here, but this brick wall I am banging my head against is starting to seriously hurt now.

    Regards

    Rachel Lynch

  • Reply from Dror - Wix Support | August 21, 2014

    Hi Rachel,

    I've forwarded your request to our billing team, generally mailboxes cannot be refunded but we will check if there's anything that can be done.

     

    We will reply with feedback as soon as possible. Thank you for your patience, 

    Dror - Wix Team
  • Reply from rac252 | August 22, 2014

    Hi Dror

    many thanks for your help. I hope it can be sorted - Yoav advised me 2 days ago as follows:

    According to the domain's public WHOIS information, it has expired - please contact your domain host for additional information, as it seems the renewal payment has not been accepted.

    So it is all very confusing.

    Waiting to hear with thanks

    Rachel

  • Reply from Janet - Wix Billing Team | August 24, 2014

    Hi Rachel,

    Unfortunately its not possible to receive a refund for your Google Apps mailbox associated with personalbest-image.co.uk as Wix have already paid Google for this service in your behalf.

    I see that you cancelled the service on August 20, and the service will expire on July 26, 2015.

    If you would like to use this mailbox, you will need to renew your .co.uk domain name with your current registrar.

    Please let us know if you need any further assistance.

  • Reply from rac252 | August 25, 2014

    Hi Janet

    if this is the case then why did Yoav advise me that the renewal payment had not been accepted? And why when I repeatedly asked if my .co.uk mailbox could be connected to my .com domain did no one think to mention to me that I would have to keep the .co.uk domain live when I did state that I wanted to close it????? Does no one read the full history of these queries. I've wasted rather a lot of time on this issue now, and when one is self employed that means money too! No email for over 2 months and now I have to pay for an obsolete service?? This is very frustrating - and thats me being polite at this stage. Frankly I don't really care if you have already paid Google. You've given me poor advice and wasted a lot of my time and I would appreciate my £30.00 being refunded as a goodwill gesture! Rachel

  • Reply from Janet - Wix Billing Team | August 25, 2014

    Hi Rachel,

    We understand you are frustrated and we apologize if we have not clarified the issue for you.

    Just to clarify, your domain name subscription must be active in order for you to receive emails to your mailbox.

    As a gesture of good will I am contacting Google now to see if the service can be cancelled for you, and the funds returned.

    I will update you as soon as I receive a reply.

    Thank you for your patience.



  • Reply from Janet - Wix Billing Team | August 25, 2014

    Hi Rachel,

    Google was able to switch the contract so we could cancel and refund the service.

    We have refunded 30.60GBP, please allow up to 20 business days for the refund to settle in your account.

    Please let us know if you need any further assistance.

  • Reply from rac252 | August 25, 2014

    Thank you very much Janet. This is hugely appreciated and restores my faith in Wix.

    Regards

    Rachel

  • Reply from Gat | August 25, 2014

    Hi Rachel,

    I'm glad we could help.

    We are always here to help should you require further assistance. 

    Gat Wix Team.