KazVee

Your account with username metvmetv has been unsuspended. Please allow up to 2 full hours for it to reinstate completely. Please let us know how we can make the "one account per human being" rule more clear? The signup page mentions 1 account per person. Below the server choices on the signup page, users are shown a warning that says, "You may only have one account on Johnny or Tommy": As well, the very first line of the Terms of Service, which all users must agree to before creating an account, says, "Each person is allowed to have one account on Tommy or Johnny." We even used big red bold font color so people could see it more easily. If you visited the signup page and the Terms of Service, and still were unaware of the rule, please let us know how we could make it more clear to new users? We are always happy to adjust our documentation so it is easier for people to understand and be aware of the rules. Thanks! Source: https://wiki.helionet.org/Suspension_Policy#Duplicate_Accounts

https://wiki.helionet.org/FAQ#Why_must_all_posts_on_HelioNet_be_in_English? None of our staff speak this language so 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/

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. 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

This support request is being escalated to our root admins.

I've added the .com 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 If you can't access any of the Wiki pages, please let us know what IP address was shown on the error page. If you no longer need the marchasdecristo.jaguerra27.helioho.st domain, please let us know if you want it removed. You're allowed to have up to 15 domains on your Morty account (and allowed to get more than 1 Morty account if you need more domains), so it's no problem to keep it for now and decide later on. 🙂

This support request is being escalated to our root admins.

I've reset your account as requested. You should receive an email shortly so you can take the next steps to recreate it. I made a backup before the reset, so if you discover you need any of your 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

It looks like you also posted a request about this on Discord at: https://discord.com/channels/398197622168616962/398538798994161664/1523251516734046248 Wherever you prefer to ask for help, please ask your question in one place only. All staff are unpaid volunteers who donate their free time outside of real-life commitments (paid job, school, family, etc.) In this case, 2 staff members spent their time answering both your questions about the same thing, which is a waste of unpaid volunteer time and effort. For guidance on where and how to ask for help, see: https://wiki.helionet.org/FAQ#Where_do_I_ask_for_help? To understand how Community-Powered Technical Support works, visit: https://wiki.helionet.org/FAQ#How_does_community-powered_support_work? For support response timelines (SLAs and ETAs), check: https://wiki.helionet.org/ETA Asking the same question in multiple places can lead to wasted staff time and effort, resulting in slower support timescales for you and all other HelioHost users.

I opened incognito windows in both mobile Chrome and Firefox, and I can see the logout button now. The desktop mode still shows the email address only, and no logout option when clicking on the email but that's not the main issue anyway.

All staff are unpaid volunteers. It is also a long holiday weekend in the USA, where many of the unpaid volunteer staff are based. 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. 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. Help is generally provided within 24 hours, and we encourage users to bump their requests if it's been more than 24 hours with no response, in case we missed it somehow. 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 For more information, please review the ETA page in our Wiki: https://wiki.helionet.org/ETA If you are unable to access the Wiki, please provide the IP address displayed on the error page. Thanks!

I can reproduce the same issue in mobile Chrome too.

Thanks for reporting this. I downloaded Firefox to my mobile and I can reproduce the same issue. When logged in, the top of the menu still displays 'Log in' above all the other menu options, even though I am already signed in and can progress to Plesk and the other logged-in options. I'll escalate this thread for the attention of Krydos.

This support request is being escalated to our root admins. I've also removed the [Solved] so the escalation for your billing query is clearer.

The error mentions "Failed to change directory to /home/globalyouthsciencejournal.helioho.st/git/website" however the site you're seeing the error on is actually "globalyouthsciencejournal.app", is this correct? You're trying to connect to a directory inside the helioho.st site from the .app site? When I check globalyouthsciencejournal.app, I see a different error now: Database Connection Error: SQLSTATE[HY000] [1105] Connections using insecure transport are prohibited. See https://docs.pingcap.com/tidbcloud/secure-connections-to-serverless-tier-clusters Edited to add: We have some info in the Wiki for the "DB query failed: "SET sql_mode = ''" Error code: 2002 Error: SQLSTATE[HY000] [2002] No such file or directory" message here: https://wiki.helionet.org/500_Database_Error

Looks like you found where to add your web files. 🙂 When I checked earlier I only saw the directory listing, but now I see your HELLO page. I'll mark this as Solved but please let us know (by making a new thread) if we can help with anything else!

I've added that domain to your account for you. Please note that it may take up to 2 hours to fully work.

That domain is already the only one on your account.

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 If you cannot access the links above, please let us know the IP address shown on the error page. Thanks!

I don't have a lot of info since I don't work on the VPSs, but it's been mentioned in the staff channel that your VPS builds are delayed. When someone who has more info sees your post, they'll be able to give you more details, but I wanted to let you know the VPS admins are aware of the issue and will be working on fixing it.

This support request is being escalated to our root admins.

This support request is being escalated to our VPS admins.

This support request is being escalated to our root admins.

I'll mark this as Inactive since it's been over a week since the last question in this thread. However, if you have any other questions about our VPS, please let us know by opening a new ticket. Thanks! 🙂

Here's more details on how to donate for am additional VPS rebuild: https://wiki.helionet.org/FAQ#Purchasing_Additional_VPS_Rebuilds We had to block a few IP ranges the other week due to malicious bots, so if you're blocked from seeing that page please let us know the IP address displayed on the error message. To save time I'll put the contents of that link below too: Purchasing Additional VPS Rebuilds: If you need to purchase an additional VPS rebuild, please use the link below to donate $1 USD: https://www.paypal.com/ncp/payment/6Z88J5KJZJ3RJ After you have made the donation, please provide your PayPal Transaction ID as part of your VPS rebuild request, so the donation can be verified. Let us know if you have any questions!

The addon domain will have its own directory with the same name for your webdocs. Only the main domain has the httpdocs directory. The domain has been added. Please allow up to 2 hours for it to fully work. If after that time it doesn't work, clear your browser cache. Please note that requests should be in English as this is what all staff are fluent in. 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