Welcome to Justanswer.com, my name is Dustin.I'm sorry to hear about the issue you are having, I will do my best to help you resolve it.
Do you know what company you are paying to host your custom email address?
Such as Go daddy, network solutions, hostgator, etc?
Hello again, I never heard back from you. Did you still need help with this issue?
Please respond so we can work through this issue, or close the question if you no longer need help.
Dustin S.Senior Technician and Network Switching Systems Operator / Maintainer.