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Changed Email Address for Billing/Support/Sales - Old Tickets Bouncing


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Everything has been working fine on my WHMCS installation for the past year. No complaints.


For reasons unrelated to WHMCS, I decided to stop using POP3 and IMAP email through my webhost (Hostgator), because of all the problems with their reseller IP getting blacklisted due to someone else's spam (major pain!)


Anyhow, I already had my WHMCS installed on a subdomain of my primary website: clients.domain.com; however, I previously handled all the email using my primary domain name: admin@domain.com, billing@domain.com, sales@domain.com, support@domain.com. (Which all worked fine before moving most of my email off the shared server.)


Now, I've started using Microsoft 365 for all my non-automated email accounts; however, I really don't want to mess with piping my WHMCS generated email (tickets, etc...) through Microsoft's servers, when my webhost's shared server has worked just fine for that part.


So I changed the MX record for my primary domain (domain.com) to point to Microsoft 365 for all my personally handled email.


I then moved my WHMCS automated email accounts to the subdomain where WHMCS has been installed, which is (clients.domain.com), so that I could point the MX records for that subdomain to my Hostgator reseller account.


So now, instead of using billing@domain.com, I use billing@clients.domain.com, and instead of using support@domain.com, I use support@clients.domain.com, and instead of using sales@domain.com, I use sales@clients.domain.com.


As stated, since my WHMCS installation and license was already setup on the 'clients' subdomain, this was an easy transition.


And everything works exactly as I would expect with the new email addresses with ONE EXCEPTION: Any emails sent to the OLD piped in email addresses (sales@domain.com, billing@domain.com, support@domain.com) FAIL, even though I've setup forwarders through Microsoft 365 to forward them to the new email addresses on the 'clients' subdomain.


Furthermore, I'm oddly receiving this message, which leads me to believe that the FORWARD is working, but for some reason WHMCS is rejecting the messages:


"Your email to our support system could not be accepted because it was not recognized as coming from an email address belonging to one of our customers. If you need assistance, please email from the address you registered with us that you use to login to our client area."


I have ensured that the WHMCS>Setup>Support>Support Departments>Support & Sales both have both of the following settings UNCHECKED:


Clients Only ~ Only allow registered clients to open tickets in this department

Pipe Replies Only ~ Require all tickets to be opened from the client area


So ANYONE should be able to submit a ticket with these email addresses, and anyone CAN if they use the NEW email addresses directly: sales@clients.domain.com & support@clients.domain.com. However, the forwarded addresses (sales@domain.com & support@domains.com) repeatedly fail, sending back the WHMCS bounce message.


I tend to think that this must be an issue of WHMCS permissions, since it is obviously receiving the forwarded message in order to send the "bounce" reply, but I can't for the life of me figure out how to fix the problem.


I really don't want to go the POP3 or IMAP route, as I would need to have additional accounts and credentials on Microsoft's servers for the old billing, sales, and support addresses. It seems like a simple FREE redirect should work perfectly... but so far it's not.


Any help would be appreciated!




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