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This support request is being escalated to our root admins.

Hello, I have added made a donation today of $5 for my Morty account username: douglaswebster21 Transaction id: 1YU10785LX466545E Regards Douglas

You were blocked in the firewall for failed SFTP logins. i've unblocked your IP, can you connect and login now?

It seems I need to ask for help, the account was found by email, the password was needed to be reset. That was successful, but now several hours have passed and there is still no access to Plesk or ftp/ftps, let alone anything being restored. All I see is "This site can’t be reached, johnny.heliohost.org took too long to respond".

Krydos can do this for you.

Given the Johnny rebuild, I'm assuming we need to re-request modules since I no longer see them. In which case putting in a request for: Account Username: dragoe Sever: Johnny Version: Python 3.14 Modules: HTTPX Discord.py SANS Python-Dotenv Thanks!

2 weeks from May 7th is May 21st. It's now May 24th so your VPS has been powered off. It can still be renewed if you want though. https://heliohost.org/vps/pay/?code=0mUdTg6zUSJFE5QM

Awesome, thank you Krydos and Wolstech! I appreciate you getting these added back so quickly after the rebuild. Thanks for the incredibly fast turnaround! Everything is good to go now. I really appreciate the team's hard work. 🥰😍🤩👍

thank you very munch. Adding domain must be manual and ask moderator are understanable, Now i need to add sub domain? is it also need to add manually? no auto? or it will destroy main domain? im trying to learn some mail, so i need subdomain mail.neocloud.qzz.io and lets encrypt cert on it but cannot find menu for sub domain.

I've removed that domain from your account. Please note there is a risk of data loss when domains are removed, since the folder for the domain inside Plesk will be deleted. I made a full account backup for you before I removed the domain, in case you need any of the old files. You can download the backup here: https://heliohost.org/backup If you're not sure how to extract the backup files, please follow our how-to guide here: https://wiki.helionet.org/Account_Backups

Please delete this domain fully from my account: lanat.home.kg My account name is zaisty on Tommy. Thank You.

thank you, the problem is "the files you need" should be all, since all were backed up into the .tar I will look into it tomorrow to see if I can make sense of it, and report back whether I succeed or fail. Your fast responses are very much appreciated 🙏🏻

DNS records added.

Krydos can put these back for you.

I don't see your username lubash in the backup system, so I can't find the backup to see what format it is in. Keep in mind that users cannot restore a complete pleskbackup_*.tar file by design. It MUST be unpacked and manually restored. If your backup file is called pleskbackup-<username>.tar, then these are the instructions to get your files out of the backup: https://wiki.helionet.org/Account_Backups#Access_Your_Files Once you get the files out, you upload them manually via SFTP or Plesk. If it's called <username>_2026-05-08.tar (or similar, date may vary), you just open it in 7zip or a similar program and extract the files, then upload the ones you need. Depending on what data was available, there will either a folder full of files from your home directory, or a folder of files alongside a pleskbackup_<username>.tar (which will contain an older backup that also has databases in it).

I need a complete restore based on the complete backup. I followed the backup instruction and received a .tar When I unpack it and look through the folders I have no clue what parts to upload or where to upload them - via restore or via some other part of Plesk? Thank you for your kind help with the link, but it only states "To restore a backup, you must first extract the backup file on your local machine, then upload the specific parts you need."

Are you following these steps to restore your account backup? https://wiki.helionet.org/Account_Backups#Restoring_Your_Account_Backup

Hi, When johnny was closed down a few weeks ago we were offered to make a backup of the site data etc. I made such a backup copy and saved it locally. After the johnny account was restored today I went to Plesk to upload the backup file created, but Plesk simply states "this was created with an older version of plesk..." and refuses to import the data. (no pw used for the backup, it is a simple .tar) What to do? Thank you for you hard work 🙏

I've changed the main domain on your account for you. Please note that it may take up to 2 hours for the domain change to take effect, and it will not work until you set up your DNS with your domain registrar. To configure your DNS, please see the steps provided on our Wiki to either set NS records pointed at the HelioHost nameservers, or create A/AAAA records and point them to your server's IPv4/IPv6 address: https://wiki.helionet.org/Changing_Your_Main_Domain#Custom_Domains If after a full 2 hours it doesn't work on your side, please make sure you clear your web browser cache: https://wiki.helionet.org/Clear_Your_Cache Since there is a risk of data loss when main domains are changed, I made a full account backup for you before I made the changes, in case you need any files from the old domain. You can download the backup here: https://heliohost.org/backup If you're not sure how to extract the backup files, please follow our how-to guide here: https://wiki.helionet.org/Account_Backups

my heliohost jhonny acc : bahayo

I WANT TO RESTORE THE LAST BACKUP FROM MY FILE BEFORE REBUILT Johnny SERVER I haven't backed up my file And when I download the last backup, it's without my php file, I can't find it pleskbackup-evram.tar

Domain added. It can take up to 2 hours to start working.

Good day, I am techjohnrel, and I would like to respectfully request to add new domain "ursafe.heliohost.us" that I can use to test my school project. Username: techjohnrel Requested New Domain: ursafe.heliohost.us I already have this domain before the Johnny rebuild, and now i downloaded the backup I cannot find the ursafe.heliohost.us domain. I just want to add the domain again instead of recovering it, if it is possible, since I have my own backup files. I sincerely appreciate your consideration of my request. Thank you for your service. Respectfully, techjohnrel

please add / change my account domain : neocloud.qzz.io thank you very munch

HelioHost Account Username: senex Domain Name: https://senex.helioho.st Hello, I want to authenticate my domain to use it with Brevo. Before the Johhny Rebuild it was already verified and @Krydos added below DNS records to my sub domain: senex.helioho.st on 2025-10-01 the ticket is: But after the Johnny Rebuild they are missing again! I set up my web site manually and now all are going fine! I know completely what happened and I am hereby kindly requesting you to add these records again. Can you please add these DNS records for my subdomain? 01. Type: TXT Name: @ Value: brevo-code:e662eed8832071071fca5e974b92ba84 02. Type: CNAME Name: brevo1._domainkey Value: b1.senex-helioho-st.dkim.brevo.com 03. Type: CNAME Name: brevo2._domainkey Value: b2.senex-helioho-st.dkim.brevo.com 04. Type: TXT Name: _dmarc Value: v=DMARC1; p=none; rua=mailto:rua@dmarc.brevo.com (in the previous time all the record names were with .senex at the end and after finding that is not the case, you just remove those parts from each record at the end. The above records are with no any issue i.e. :: previous: Name: _dmarc.senex << wrong Corrected this time: Name: _dmarc ) I really value your unlimited effort for providing this type of free hosting and quick to reach support on every time possible! Thank You for your support. maryelliot238@gmail.com 2026-05-24