KazVee

Hello! As you have already been told before: You must send your support request from the email address on the account in order for it to be reset. Providing the email address in the body of the email is not sufficient. The email must actually be sent from that mailbox to prove that you control the associated email address. If you are no longer able to send emails from the email address associated with your HelioHost account, you could change your email address in Plesk so we can accept reset requests from this email address too. Thanks!

Hello! As you have already been told before: You must send your support request from the email address on the account in order for it to be reset. Providing the email address in the body of the email is not sufficient. The email must actually be sent from that mailbox to prove that you control the associated email address. If you are no longer able to send emails from the email address associated with your HelioHost account, you could change your email address in Plesk so we can accept reset requests from this email address too. Thanks!

Hello! To restore your account backup, you would need to first extract the files from the backup, and then manually upload files back to your account. Plesk's "restore" function will not allow you to upload your entire backup back to Plesk. For more information on how to extract your files from the backup, please see this page in our Technical Documentation Wiki: https://wiki.helionet.org/Account_Backups Once extracted using the steps in the Wiki, you would then re-upload the files to the related folders inside your account (website files go into httpdocs on a main domain, etc.) Please let us know if you have any questions or if you get stuck on any of the extract/restore steps. Thanks!

Hello! As you've been advised on 14/06/2026 08:59, we cannot accept your attempts to set an ETA/SLA. For support response timelines (SLAs and ETAs), check: https://wiki.helionet.org/ETA All staff are unpaid volunteers who donate their free time outside of real-life commitments (paid job, school, family, etc.) so trying to say things like "Priority: 9/10, Urgency: 10/10" will not have an impact on the free time we have available to donate to Heliohost users. In fact, trying impose a deadline on unpaid volunteer staff can give a negative impression. Not all unpaid volunteer staff will work faster when someone tries to insist that they do. Not all unpaid volunteers will be pushed into hurrying because someone impatient says they should. All unpaid volunteer staff are free to choose who they assist, and not all of them will be pushed into hurrying if one user decides to claim they are more important than everyone else who needs help by trying to add a "9/10" in a request for help. Most for-profit hosting companies have a staff of full time employees who sit around providing support and working 40 hours a week. It's very rare for any of our volunteers to work more than an hour or so each day. None of our volunteers are required to log a certain number of hours and may come and go as they please. We run this organization in our free time, and if we don't have very much free time things don't get done very quickly. If we aren't having fun volunteering, providing support, chatting with the community, and developing new features then we take a break and do things that are more fun for us. This is why we don't have SLAs or ETAs for new features or repairs, and this is why things move a little slower than a for-profit company that you might be used to dealing with. Since all HelioHost staff are unpaid volunteers, so there is no guaranteed timeframe for a response to support requests. Our best efforts to respond within 24 hours can be impacted by several factors, including but not limited to: - Time zone differences (most staff are based in North America) - Work - School - Family - Other real-life commitments As I shared with you on 14/06/2026 08:59: We try to action all support requests within 24 hours however this is not a guaranteed timeframe. Thanks!

Hello! Sorry for the delay in replying, it seems this post was missed accidentally. We try to respond within 24 hours but this can vary depending on if we get busy with work/school/family. Next time, if it's more than 24 hours since you posted asking for help, please feel free to bump the request so it doesn't accidentally get overlooked. As for the request to suspend the other account: You're a longtime user and we've got no reason to suspect you're not being truthful. However, for security reasons we can't suspend Person 2's account when Person 1 asks us to, since we have no way of validating that Person 2 actually gave permission for the suspension. Your friend will have a forum account with the same username as their hosting account. Please have them create their own forum post to ask for the account to be suspended to preserve the account credits. Or, ask your friend to email us at support@heliohost.org from the same email address that's associated with their Morty account, asking us to suspend it. This will enable us to validate their identity and confirm they consent to the suspension of their account. Many thanks!

Hello! Could you please try logging into your Tommy account again now, and let us know if you're still having trouble? I don't have a lot of details on what the issue was yet, but I've been able to login to my test account on Tommy right away. Once again, apologies for the inconvenience of the disruption in service.

Hello! Could you please try logging into your Tommy account again now, and let us know if you're still having trouble? I don't have a lot of details on what the issue was yet, but I've been able to login to my test account on Tommy right away. Once again, apologies for the inconvenience of the disruption in service.

Hello! Could you please try logging into your Tommy account again now, and let us know if you're still having trouble? I don't have a lot of details on what the issue was yet, but I've been able to login to my test account on Tommy right away. Once again, apologies for the inconvenience of the disruption in service.

Hello! I've added that domain to 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/Addon_Domains#Custom_Addon_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

Please note, the root admins have also requested additional information from you: "What are you planning on using this account for?" in this thread: https://helionet.org/index/topic/68282-krydos-account-has-been-suspended/#findComment-303266 Please ensure you reply to them to minimize any delays in actioning your request. Thanks!

Closing due to inactivity since there has been no response in this thread for over a week. If you're still having this issue or need help with something else please open a new ticket.

Closing due to inactivity since there has been no response in this thread for over a week. If you're still having this issue or need help with something else please open a new ticket.

Closing due to inactivity since there has been no response in this thread for over a week. If you're still having this issue or need help with something else please open a new ticket.

Closing due to inactivity since there has been no response in this thread for over a week. If you're still having this issue or need help with something else please open a new ticket.

I'll go ahead and mark this as [Solved] since there are no outstanding queries for support. If you run into any issues, please open a new ticket. Please note: All support requests should be in English. When asking for help from the unpaid volunteer staff, please ensure you ask in English since this is what all staff are fluent in. This expectation is listed in the Technical Documentation Wiki at: https://wiki.helionet.org/FAQ If you need to post in another language, we would appreciate it if you could translate your support requests to English to help reduce the work load on our unpaid volunteers. The more time you can save us on small things like this all add up and allow us to add new features, and improve our service rather than wasting a lot of time trying to translate stuff. We recommend using a service such as: https://translate.google.com/ Thanks!

Closing due to inactivity since there has been no response in this thread for over a week. If you're still having this issue or need help with something else please open a new ticket.

Closing due to inactivity since there has been no response in this thread for over a week. If you're still having this issue or need help with something else please open a new ticket.

I'll go ahead and mark this as [Solved] since there are no outstanding queries for support. If you run into any issues, please open a new ticket. Thanks!

I'll go ahead and mark this as [Solved] since there are no outstanding queries for support. If you run into any issues, please open a new ticket. Please note: All support requests should be in English. When asking for help from the unpaid volunteer staff, please ensure you ask in English since this is what all staff are fluent in. This expectation is listed in the Technical Documentation Wiki at: https://wiki.helionet.org/FAQ If you need to post in another language, we would appreciate it if you could translate your support requests to English to help reduce the work load on our unpaid volunteers. The more time you can save us on small things like this all add up and allow us to add new features, and improve our service rather than wasting a lot of time trying to translate stuff. We recommend using a service such as: https://translate.google.com/ Thanks!

I'll go ahead and mark this as [Solved] since there are no outstanding queries for support. If you run into any issues, please open a new ticket. Thanks!

Closing due to inactivity since there has been no response in this thread for over a week. If you're still having this issue or need help with something else please open a new ticket.

I'll go ahead and mark this as [Solved] since there are no outstanding queries for support. If you run into any issues, please open a new ticket. Thanks!

I'll go ahead and mark this as [Solved] since there are no outstanding queries for support. If you run into any issues, please open a new ticket. Thanks!

I'll go ahead and mark this as [Solved] since there are no outstanding queries for support. If you run into any issues, please open a new ticket. Thanks!

Closing due to inactivity since there has been no response in this thread for over a week. If you're still having this issue or need help with something else please open a new ticket.