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Mail Dissappeared after DNS change?

I have a client using an email service with a provider that uses Ice Warp. This provider was also hosting her website. She went to another company to have a new site designed, and then wanted her web address to be transferred to the new site, but keep the current provider for email.

She came to me because the current provider refused to make the change, saying that he didn't not provide email only service, if she didn't host her website with him, he wouldn't allow her to continue to access email.

So, my solution was to change her nameservers to my servers, since she had direct control of the domain name, then have my nameservers direct her web traffic to the new site, but the email traffic to the old servers.

This change took place on Saturday morning. It took a while for the web traffic to find the new site, was still hit or miss on Monday morning, but by the afternoon on Monday it seemed all good. All this time, she had no problem with email.

Now, suddenly all the folders in her email account are gone, along with all the mail that was in them. She only uses a web interface, using the IP address of the mail server to access, and mobile devices like iPhone and iPad to access mail.

We're trying to figure out what could have happened to all her email. As far as I'm aware, the DNS and nameserver changes I made only would affect traffic of new emails, and couldn't possibly affect mail that already existed on the mail server. If course, the guy who controls the mail server is telling her it's all my fault for making changes to DNS.

I'm just trying to figure out if theres something I did that could have screwed it all up, or what could have happened here.

PLEASE any thoughts are more than welcome!
DNSEmail Servers

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8/22/2022 - Mon

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She can go to the mail servers address, using a direct IP address, and log in. The provider is just a single man operation. She can still log in, but when she does, only the Inbox is there, all sub folders she created on the server are gone, as well as the mail that was in them. She gave me her login information and I logged into the mail server myself to look at it.


Most of the web hosting companies provide web hosting with email.  I would like to suggest you please keep web site & email at same server. Because it is easy to manage.

Yes, You can do this,if your current hosting provider is supporting.

If you are using Linux web hosting. Then my opinion is go with bluehost, Bluehost provide all kinds of services in minimum packages.


I actually prefer email and hosting on separate servers. The management of separate servers is not the issue. And with hosting like this being all virtual servers, your performance and reliability is affected by all the other virtual hosts on the server. With a separate mail server your mail service will not be affected by some issue with or too much traffic to the other virtual hosts.

However, my question here really is only asking whether or not changing namerservers and DNS settings for a domain name can in some way cause email to be removed from server. Im just tring to figure out if I could have done something wrong here. Since I have 90% of my hosting clients on a separate mail service than the hosting server, I'm pretty sure nothing I did could have caused this email deletion, I'm just looking for confirmation.
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Thanks for pointing me to some resources to check the issue. I apologize that it took so long to close this.