3 Replies Latest reply: Aug 23, 2014 10:41 AM by Tarik :: Creativaholic RSS

    Error when trying to create emails. My whole company's emails are down!!!

    jhochgreve
    jhochgreve Aug 23, 2014 9:59 AM

      I really really hope someone can help! I have a ticket filed with BC...no Chat seems to be available. I am freaking out!

       

      When I originally became a BC partner I knew I could not make my partner site a real .com domain website until I had a paying account under me. That being the case I went ahead and registered, and paid for one. Dont ask me why I did it, but I goofed and built my partner site on the wrong account. I built it on the account that I had paid for.

       

      I was able to move all files, web-aps, blog posts ect over to the correct partner account. I was even able to move and activate the domain on my partner account. The site is live and working just fine, but when I moved the domain it forced me to delete all of the email accounts I had created there. No big deal right? I had everyone download all emails, and then I went ahead and did it.

       

      The issue is now it will not let me add the email addresses onto my partner site! I am getting the following error: Account details for this user can only be updated via the site where it was first created.

       

      My entire agency's emails are now down, and I have several large clients that often email us on the weekends. I hate feeling helpless to be able to do anything but wait on adobe to get around to my ticket! We are all very panicked over here. Does anyone have a good work around?

        • 1. Re: Error when trying to create emails. My whole company's emails are down!!!
          Tarik :: Creativaholic MeganK
          Tarik :: Creativaholic Aug 23, 2014 10:09 AM (in response to jhochgreve)

          Go back to the first site where you accidentally created the partner site. go to  Site Settings > Site Domains.

           

          Then click on 'MX Records (Mail)' and delete the MX records associated with the domain in question. Go back to your partner account and you should be able to add the emails there.

           

          If it doesn't work, maybe you should remove the domain and add it again to select the option to use BC for email hosting. But before then, make sure you backup your site one more time.

           

          I hope this helps

          • 2. Re: Error when trying to create emails. My whole company's emails are down!!!
            jhochgreve Community Member
            jhochgreve Aug 23, 2014 10:31 AM (in response to Tarik :: Creativaholic)

            @Tarik

             

            Unfortunately this didn't work. I even went so far as to delete the domain off of the partner portal, and re-add it to the original account. The original account then said my mx records were hosted on another server....even though under domain info it said my mx records were hosted there. I swapped the domain back...tried again....nothing.

            @

            I am able to add any new emails that are not any of the originals just fine, but when I try and add any originals I still get the same error. Still no word from Adobe at all on my ticket.

            • 3. Re: Error when trying to create emails. My whole company's emails are down!!!
              Tarik :: Creativaholic MeganK
              Tarik :: Creativaholic Aug 23, 2014 10:41 AM (in response to jhochgreve)

              You have to make sure that the domain in question must have no records in the old account. Have you removed all MX Records from the other account? If you have access to your Partner Portal, double check the records in there as well. I remember I had similar issues with a site and there was some record that needed to change. Maybe your Admin Email Address is still related to the old site account. Someone needs to look into that closely somehow, I'll PM you and see if we can resolve it quickly.