A user transferred their domain to Shopify’s managed domain service, which caused their third-party email hosting (websouls.com) to stop working. They needed guidance on configuring DNS records for email providers other than Zoho or Google.
Initial Problem:
Root Causes Identified:
www CNAME shops.myshopify.comResolution:
The issue was resolved by adding three DNS records in Shopify’s managed domain settings:
Shopify support confirmed that third-party email hosting is supported but configuration falls outside their direct support scope. Users must obtain specific DNS requirements from their email provider and adjust records accordingly in Settings > Domains > DNS Records.
Hi,
I have just transferred my domain to shopify managed domain. After successfully done this activity, emails are stop working. Secondly, it is compulsory to use zoho ro google suit emails only for shopify? Is shopif support third party email hosting services other than these two?
If yes, than what entries i have to make on DNS settings under shopify managed domains?
Thank you.
I think you just need to configure your email hosting DNS records in your now Shopify managed domain the way you did it in your previous DNS manager.
Hi,
I have added the two records accordingly which are:
Records:
Name: Type: Record:
mail.customdomain.com. A 135.181.164.29
customdomain.com. MX mail.customdomain.com
But still, emails are not working. Thank you.
Try checking with your email hosting service, most of them usually have all the records needed ready for the user to verify if they’re connected.
Hi, @junaid-azam .
Greetings, thanks for posting!
Currently, Shopify does not provide email hosting. Therefore, when transferring a domain to Shopify, you will need to set up third party email hosting with a service like Zoho, or Gmail. What email service are you currently using? While you don’t have to use those two options, they are the easiest to configure.
If you are not using Google or Zoho, it’s recommended you reach out to the email hosting service’s support team for assistance.
In the meantime, I would love to take a look at your store! What types of products are you selling?
Hi Skye,
Thank you for your reply. Right now, we’re not usig zoho or google for email hosting services.. We’re using websouls.com email hosting services before and after transfer domain to shopify.
Secondly, This is our store https://domelic-cosmetic-industry-pvt-ltd.myshopify.com/ where we’re selling products related to personal, skin, and hair care products. Can you please look into this matter and let me know what changes i have to make for emails working?
Thirdly, our email hosting provider said to amend these two entries at shopify DNS Settings that already added but still emails are not working.
Name: Type: Record:
mail.customdomain.com. A 135.181.164.29
customdomain.com. MX mail.customdomain.com
I have already go through the recommended link that you mentioned. Is there any shopify tech note in which mentioned how to configure emails other then zoho and google? Thank you.
Hi Alex,
I’ll ask them to provide all the entries that are required other then these two:
Name: Type: Record:
mail.customdomain.com. A 135.181.164.29
customdomain.com. MX mail.customdomain.com
Will share the results. Do you know what other entries i need to add for emails working? Thank you.
Hi, @junaid-azam .
Unfortunately, setting up a third party email service is outside our scope of support as it would depend on the email provider’s requirements, not Shopify’s. I recommend reaching out to websouls for the specific DNS records they require to be adjusted to receive mail.
Once you receive guidance from websouls, you can edit your DNS settings by heading to Settings > Domains > DNS Records.
Hi @Skye_1 ,
Yes, you’re right and i also know that email service is out of scope at shopify. Talked to my third party emails provider service and they suggested me to add just two records for emails working but still emails are not working.
Then also spoke to Shopify support team, they’re saying since domain is still showing setup in progress so this is the main reason for emails are not working. Once this process will be completed, emails will be in working state. Attached is the screenshot for your information. So waiting… Thank you.
Hi, @junaid-azam .
That definitely makes sense! The domain in set up error can be caused by a number of issues that require us to troubleshoot in our back-end. Unfortunately, as I am not able to authenticate you over the Community Forums, you will need to reach out to one of our live advisors and they can troubleshoot the domain for you with the help of our technical team.
Please visit our Help Center and log in to your account to create a support request through live chat, email, or callback. Once you have logged in to your account, type your request in ‘Ask about a topic’, scroll down to ‘Get Support’, and then click ‘Continue.’
Hi @Skye_1 ,
Already in touch with shopify support team. Still waiting for their response to resolve this issue. Also told to talk to your techincal team to help me out as soon as possible. Thank you.
Hi @Skye_1 ,
Issue has been resolved finally. Problem is with cname record. Shopify support recommeded the following DNS record:
CNAME Record.
www cname shops.myshopify.com
Once this record udated under shopify managed domains → DNS Settings → Add cname custom record → www cname shops.myshopify.com , issue resolved at once and status has been changed to setup in progress to connected. Thank you for your help. 
Brilliant! I’m so happy it worked out.
Hi @Skye_1 and @AlexKokobane ,
Thank you for your help and support. Third party emails hosting is working now and emails are also in working.
Following are the steps:
Domains → Shopify Managed Domains → Manage → DNS Settings
NAME Type Record
mail A ip address
[email removed] MX mail.domainname.com
[email removed] TXT v=spf1 +mx +a +ip4:ip address +ip4:ip address2 +ip4:ip address3 ~all
Right after these settings, issue resolved and emails are in working state. Basically, problem was with synta errors at shopify DNS Settings becuase records criteria is different as compared to cpanel or godaddy etc. Again Thanks.