Existing Connected Domain Emails not Accessible

Technical Q&A

Topic summary

Email receiving on custom domain accounts stopped after migrating a store from WordPress to Shopify and connecting/authenticating a third‑party domain (DNS, TXT, CNAME records). The goal was to get order notifications on a custom address (e.g., [email removed] instead of a Gmail forward.

Symptoms: order confirmations still sent, forwarding to Gmail worked, but custom domain mailboxes couldn’t receive; other hosted domain emails were also down.

Guidance: verify MX records (DNS entries that route email to the correct mail server). A reference link to Google Workspace MX setup for Shopify was provided.

Artifact: an attachment with the domain’s MX records was shared for review.

Resolution: MX records were changed to point to the third‑party hosting provider’s mail server. After updating MX, custom domain email and forwarding functioned correctly.

Status: resolved; no outstanding questions. Brief terms: DNS controls domain settings; MX directs email; TXT and CNAME are verification/alias records.

Summarized with AI on February 20. AI used: gpt-5.
1

Hi,

I have just started a new store from wordpress to shopify. All the content and media is successfully moved to shopify. We are using right now third party domain which we connected to shopify store and it is working fine. After that, also authenticted domain section as recommended by shopify. After doing the steps for DNS, TXT, CNAME entries step by step than suddenly emails stoped working for incoming emails.

When a customer places a order, automatically email is sent to him or her secondly, same noitication is received on my gmail which is used as forward mail. But i want to receive that notification on custom domain email account e.g. orders@mydomain.com instead on myname@gmail.com .

One more thing that i observed, i can forward emails to other emails like google yahoo etc but send email to custom domain another email. All of our hosting emails are not working. Rest emails accounts are really important to us.

Did someone face the same issue and solved this matter?

Thanks

2

@junaid-azam did you added the MX record for your domain? All mail DNS are managed using MX records. So you have to make sure you are using right MX records.

You might find some info here: https://support.google.com/googlecloud/answer/11231481?hl=en#zippy=%2Cset-up-google-workspace-mx-shopify

3

Hi,

Thank you for your response. Attached is the file where MX records are mentioned for my domain. Can you please review it? I have make all the changes step by step as recommended by shopify. Basically, i want to receive emails on my custom domain hosting account. No doubt, forwarding is alreadyset to gmails. Right now, emails are not working.

4

Hi,

Problem has been fixed. As i am using third party hosting provider services so i changed the mx record pointing to their server. Now my emails are working fine. Secondly, forwarding is also working fine as required. Thank you for your help.