Help!! Cannot log in to any of my services nor email tech support

Discussion in 'Web Hosting' started by Steve - Stablehost Client, Oct 23, 2016.

  1. Steve - Stablehost Client

    Steve - Stablehost Client Registered Member

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    Having a major issue that started an hour or so ago - my cPanel account and all of my email accounts fail with "Invalid Login" errors. My emails (via Gmail) to [email protected] bounce with the below message. And I cannot find a tech support contact phone.

    Any ideas? Is this a widespread issue?

    Delivery to the following recipient failed permanently:

    [email protected]

    Technical details of permanent failure:
    Google tried to deliver your message, but it was rejected by the relay ssd11.stablehost.com [199.96.156.88].

    The error that the other server returned was:
    535 Incorrect authentication data
     
  2. Sergio Duran

    Sergio Duran Staff
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    This is unusual, emails to [email protected] don't go through ssd11.stablehost.com

    You can always log into our customer portal at https://billing.stablehost.com so we can take a closer look at this, you can submit tickets through that site.

    Could you do that?
     
  3. Steve - Stablehost Client

    Steve - Stablehost Client Registered Member

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    Well I learned from sales via the phone that my account was shut down for non payment. Must have been because my credit card number was changed by my bank. I did not see any notice from stablehost about it.

    According to sales, they cannot do anything about it, and my services are shut down so I can find no way to log in to update my account information.
     
  4. Steve - Stablehost Client

    Steve - Stablehost Client Registered Member

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    I am truly sorry about the non payment, I've been a customer for years and I really want to pay. Why turn off my service on a Sunday morning (my time at least) when no one is around to help?
     
  5. Sergio Duran

    Sergio Duran Staff
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    I am sorry about that, you should continue this conversation with our sales team, you can send them an email to [email protected]
     
  6. Steve - Stablehost Client

    Steve - Stablehost Client Registered Member

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    The last email I received from Stablehost about billing was in July, and showed a $0 balance. Why were no emails sent or no contact made before my service was shut down?
     
  7. Sergio Duran

    Sergio Duran Staff
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    I understand, please talk to our sales team for more information.
     
  8. Steve - Stablehost Client

    Steve - Stablehost Client Registered Member

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    I cannot get anyone from Sales on the phone or to reply to email. What other options do I have?
     
  9. Sergio Duran

    Sergio Duran Staff
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    Our sales team is working today and they do respond phone calls and tickets, I am sure of that.

    Have you submitted a ticket through our customer portal? https://billing.stablehost.com?
     
  10. Steve - Stablehost Client

    Steve - Stablehost Client Registered Member

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    I did not have my login to the customer portal, and since you shut my service down I could not reset my password.

    Sergio, please check to see why your system sent me no invoices, if you don't have my domain you can get it from my forum email address.
     
  11. Sergio Duran

    Sergio Duran Staff
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    We never disable any accounts on our customer portal, when a hosting plan expires, the hosting plan is suspended and eventually terminated, but the customer portal account always works, even if it doesn't have any active hosting plan.

    I would really recommend you try to log into our customer portal, you should really have this conversation there, there's not much I can do here, it's a public forum.
     
  12. Jason5

    Jason5 Registered Member

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    Try resetting your customer portal password, no web host will close or delete this without users request. So do a password reset and try logging in. And wait for the sales team to respond. :)
     
  13. Steve - Stablehost Client

    Steve - Stablehost Client Registered Member

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    It is not possible to reset the customer portal password without access to Stablehost email, or without someone at Stablehost willing to reset it. I had neither.

    The sales dept had one person on duty, she could not accept payment over the phone, she could not change my account, and she was unable or unwilling to contact anyone at technical support. She did not respond to email. Although I sent an off-network email address and my contact email, neither sales nor anyone from tech support contacted me. Aside from a brief phone call to sales that did not help, this forum was the only vehicle I could find there is in getting anyone at Stablehost's attention. And still they did not help. Sergio either does not understand or does not appreciate the issue. I will be surprised if he or anyone at Stablehost takes the time to research why I was not notified that an amount was due, or that an amount could not be drafted, or that my service was to be terminated.

    But in the end, fortunately the billing portal seems to allow unlimited password retries, so I was able to finally get my login from about 10 passwords ago.
     
    Jason5 likes this.

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