I am experiencing an issue with Zoho Mail incremental migration from Rackspace. The initial full migration completed successfully, but the incremental migration for one mailbox failed immediately with the message:

“User not exist”

This appears to be a Zoho-side user mapping issue because:

IMAP login to Rackspace is verified and working

The mailbox is active in Zoho

Password and server settings are correct

Incremental migration for another mailbox (same domain, same settings) works without any issues

The problem is isolated to just one user

I submitted a support ticket (Ticket ID: 152080262) and was hoping for a quick response because we planned an MX record cutover this weekend. We are on a paid Zoho Workplace / Mail Lite flexible plan, and my understanding was that email support is 24×7.

However, the ticket now shows a resolution date of December 9, which is several days away. This raises concerns about the level of support we can expect once we fully migrate our business email to Zoho. If an issue like this takes days to address, it makes us worried about how outages or other critical email problems would be handled after the migration.

We switched to Zoho on a friend’s recommendation, and we are also exploring moving our files from Dropbox to Zoho WorkDrive. But this support delay is making us think twice, as the migration process is time-sensitive.

It’s also noticeable that Zoho is quick to assist with sales-related conversations (such as setting up accounts or discussing WorkDrive) even over the weekend, but when it comes to resolving a service issue, there appears to be a significant delay.

I would greatly appreciate it if someone from the Zoho team could escalate this issue, as we need the incremental migration to be completed before updating our MX records.

Thank you.