My allies email (info@xxxx.com) was been deleted by system, and I can not build the same info allies email now
Dear Zoho Mail Support Team,
I am the super administrator of the Zoho organization 【Organization Name, as shown
in Admin Console】. I am writing to report an urgent issue with two of our
custom-domain email addresses and to request your help restoring them.
Affected email addresses:
1. info@benelabos.com (domain: benelabos.com)
2. info@beneuva.com (domain: beneuva.com)
These are set up as 【user mailboxes / email aliases — keep the one that applies】
in our organization.
What happened:
On the night of September 25, 2026 (GMT+8), both addresses were removed from our
organization. We did not delete them — no administrator on our side performed any
deletion. We discovered this on 【discovery time, e.g., September 26 morning】 when
【how you noticed: mail stopped arriving / the addresses disappeared from the
Admin Console】. We did not receive any prior notification about this action.
Error when re-adding:
When we try to re-create the addresses (via Admin Console → Users → Add User /
Add Alias), the operation fails with error code AS101. This happens for both
addresses on both domains. Screenshots are attached.
What we have already checked/tried:
1. Logged in to the Zoho Mail Admin Console as super administrator.
2. Both domains (benelabos.com and beneuva.com) still appear in our Domains
section and are verified 【adjust per your actual check】.
3. Our subscription is active 【adjust: plan name from Subscription page】.
4. The addresses do not appear under Users → Other Zoho Users 【adjust per your
actual check】.
5. No changes were made to our DNS records (TXT/SPF/DKIM/DMARC) before the
incident.
Our requests:
1. Please check your internal/audit logs to determine why these two addresses
were deleted from our organization on the night of September 25, 2026 (GMT+8),
and share the reason with us.
2. Please verify whether these addresses have been flagged in your system (for
example, marked as SPAM in the IAM/account layer — per the IAMError:AS101
error-code documentation published by ManageEngine, a Zoho Corporation
division). If so, kindly verify and unmark them as spam — these are legitimate
business addresses and we believe this may be a false positive, which your
team has acknowledged in similar cases on the community forum.
3. Please clear whatever is blocking the re-creation of these addresses so we
can add them again without the AS101 error. We understand from your community
forum that this error is typically resolved by a backend settings change on
your side.
4. If the deleted mailboxes still exist in your system (within your data
retention window), please restore them including their historical emails,
folders, and any pending messages, rather than creating fresh empty accounts.
5. Please confirm the verification status of both domains after the fix.
These are our primary contact addresses and this outage is actively disrupting
our business. We would appreciate it if this could be treated with priority.
We are ready to verify account ownership by any means you require (billing
records, domain registrar information, admin email confirmation, etc.).
Account details:
- Zoho account / admin email: 【your registered Zoho login email】
- Organization name: 【as in Admin Console】
- Registered phone: 【optional】
- Plan: 【Zoho Mail Free / Mail Lite / Workplace / Zoho One — check Subscriptions】
- Data center/region if known: 【.com / .eu — from your account URL】
Attachments:
1. Screenshot of the AS101 error while adding info@benelabos.com
2. Screenshot of the AS101 error while adding info@beneuva.com
3. Screenshot of Admin Console showing the addresses are missing (Users /
Aliases list)
4. 【Optional】Domain registrar record or billing invoice as ownership proof
Thank you very much for your help. Please let us know if you need any additional
information.
Best regards,