KazVee

Glad you found what you needed in the backup. Once you've got the domains purchased, please feel free to make a new thread request. This thread is in the Escalated section for the backup question, but any admin can add domains so making a new thread will mean the non-root-admin helpers will probably see it quicker to get it done for you. 🙂 Also I'll add a link for any other forum users who may see this post and want to consider using Namecheap to purchase a domain since we recommend them: https://heliohost.org/partners/ Using the affiliate link to sign up and register your domain will not cost anything extra, but it helps HelioHost earn a bit of commission for the referral. Please note: You may need to disable your ad blocker or add the link to your allowlist, since some adblockers may flag it even though it's safe.

I've escalated this thread for the attention of Wolstech who can set this up for you. Once he's created the account, he will reach out to you with your account credentials.

Looks like you posted here and also emailed to ask for the same thing: https://helionet.org/index/topic/68011-hh741996-re-account-created/ It's the same unpaid volunteer staff (and there aren't that many of us!) who donate our free time to help on the forum and on the support email address, so please do not duplicate our work unnecessarily. 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 other users.

Hello! It looks like you emailed to ask for the domain to be added and also made a forum post to ask for the same thing: https://helionet.org/index/topic/67190-solved-add-domain-nmalrio/#findComment-302349 It's the same unpaid volunteer staff (and there aren't that many of us!) who donate our free time to help on the forum and on the support email address, so please do not duplicate our work unnecessarily. 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 other users. Thanks!

Glad you've been able to sign in! I'll mark this as [Solved] but let us know (by creating a new thread) if you need help with anything else.

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

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. Since you've already set your nameservers, there's no further action you need to take. 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

Hello! Once the Johnny server is back up, there'll be a news post about it. I would recommend you check the News section of the forum every so often for more information on the server rebuild, as it becomes available: https://helionet.org/index/forum/1-news/ In the meantime, as the news post says: If you'd like to get your website back online immediately, the Morty and Tommy servers are still operating normally, or you could even move to a VPS as well. If you'd rather remain on Johnny, then once it's repaired, you'll be able to access your account once again. Please keep an eye on the News section for more announcements. Thanks!

The server your account is on (Johnny) crashed 2 weeks ago. Please see https://helionet.org/index/topic/67733-when-it-rains-it-pours/ for more information. Once the server is back up, we'll be able to look into the account creation issue, if it doesn't resolve on its own once the server is running again. Once more news is available about the Johnny rebuild, it wil be posted in the News section of the forum here: https://helionet.org/index/forum/1-news/

The server your account is on (Johnny) crashed 2 weeks ago. Please see https://helionet.org/index/topic/67733-when-it-rains-it-pours/ for more information. Once the server is back up, we can look at changing your email address to something non-disposable where you will be able to receive emails. Once more news is available about the Johnny rebuild, it wil be posted in the News section of the forum here: https://helionet.org/index/forum/1-news/

Hello. The server your account is on (Johnny) crashed last week. Please see https://helionet.org/index/topic/67733-when-it-rains-it-pours/ for more information. Once more news is available about the Johnny rebuild, it wil be posted in the News section of the forum here: https://helionet.org/index/forum/1-news/ Thanks!

This support request is being escalated to our root admins.

This support request is being escalated to our root admins.

The domain ace-agents.helioho.st has been added to your account. I had to guess this is what you wanted, since you didn't provide the full domain but you have other "helioho.st" domains on your account already. If this is not the domain you wanted, please let us know. 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 When asking for domains to be added, please always provide the following information: The full addon domain name you want, including the top-level domain (TLD): If you're using HelioHost's domains, specify either helioho.st or heliohost.us If you've purchased a custom domain, specify the TLD (such as .com, .net, etc.) You can read more about this on our technical documentation Wiki page at: https://wiki.helionet.org/Addon_Domains#How_can_I_create_an_Addon_Domain?

This support request is being escalated to our root admins.

Looks like the user raised a 3rd request here: https://helionet.org/index/topic/67904-hh192631-re-johnny-rebuild/ Which has also now been answered with the above conclusion that they'll need to restore the site from their own backups.

It looks like you have shared the table names in another duplicated thread: https://helionet.org/index/topic/67884-hh952489-please-help-for-recovering-my-database/#findComment-301937 If there is a reason you have raised this new request reference HH#192631 when you already have HH#952489 please let us know so we can understand why 2 staff members have needed to reply to the 2 different email support threads (plus the other duplicate request you raised in the Discord channel at: https://discord.com/channels/398197622168616962/398538798994161664/1505168545267318895) Since all staff are unpaid volunteers who donate their free time outside of real-life commitments (paid job, school, family, etc.) we prefer to eliminate unnecessary duplication of time and work. 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 the other users of the service.

There is no ETA for when adding/removing domains can be handled by users. Please see this page in the technical documenation Wiki which explains more: https://wiki.helionet.org/Addon_Domains#Addon_Domains Users cannot yet manage domains on their account themselves. We plan to add this feature in the future, but there is no ETA for when it may be implemented.You can read more about ETAs here: https://wiki.helionet.org/ETA In the meantime, HelioHost staff will be happy to help you manage your addon domains. Since there are very few unpaid volunteer staff spending their time keeping HelioHost running, requests for features and fixes have to be triaged and handled in a priority order. I think right now, the focus is on getting the servers fixed. There's also Java language support in the works, and the ability for users to add/remove their own domains is on our to-do list as well. In the meantime, to free up staff time to implement the necessary repairs and new features even quicker, you're welcome to help lessen the load by answering other users' questions if you can. Most of the information about HelioHost can be found in the Wiki, which can be found here and has a great keyword search function: https://wiki.helionet.org/ If there's something you searched for in the Wiki and can't find an answer to, we welcome user-created contributions to the technical documentation as well, so just let us know you'd like a new account to start adding information to the Wiki, and we'll definitely be happy to set that up for you, too.

It's no problem at all. We just don't want to miss anyone's requests by accident! 😅

I split your request to make a new thread since it's easier to troubleshoot different issues separately. I checked your site and it loaded for me (amazing car! 🤩). Looks like you resolved the issue yourself so I'll mark this as [Solved]. Next time, if you run into an issue on your account, unless it seems like something that could be hosting-related or server-wide (which I can see in this case why you thought it could be a Tommy server issue!), please go ahead and make a new thread so your posts don't get accidentally missed in a request created by another user. If it does turn out to be a common issue, admins can always merge threads later and tell everyone they're affected by the same issue.

Hello! There have been server issues on Johnny and it is still being rebuilt. In the meantime, if you need to login to your Plesk account, please try logging in at: johnny.heliohost.org Please give that a try and let us know if you still have trouble. Thanks!

If someone signs up with a disposable email because they never want to receive messages from HelioHost, it’s hard to understand why they’d expect us to receive and respond to messages from them when they need help. Especially after doing it a second time. 🤔

No one is born knowing anything about CNAME settings or A records, and I think most people still don't, so you're doing great! 🙂 Sounds like you figured out what to do next, but if you're still stuck, let us know who your registrar is, and if it's one someone else is also using, they may be able to provide more specific help. (For example, I use Namecheap since they have an affiliate agreement with HelioHost so I can help with how to set the DNS up on their site.) Also, just so you know, there is a risk we accidentally miss another request when asking on a thread already marked [Solved]. In this case MoneyBroz saw the other question and has completed it, but it would have been alright if you had raised this as a new request instead, too. Please let us know if you get stuck on anything else!

Hello. Looks like you also posted a duplicate request for the same question on Discord. https://discord.com/channels/398197622168616962/398538798994161664/1505168545267318895 Since all staff are unpaid volunteers who donate their free time outside of real-life commitments (paid job, school, family, etc.) we prefer to eliminate unnecessary duplication of time and work. 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 the other users of the service. This is the answer we provided to you in Discord: A root admin can check again to see if they can locate the database for you. However "customer" implies you're running a production business site on Johnny. Can you please clarify since this would potentially violate the terms of HelioHost's nonprofit licensing agreement with Plesk. You can read more in the Terms of Service you agreed to follow when creating your account. Specifically the line that says: - Johnny and Tommy plans are intended for non-commercial uses, such as hobbyists, development environments, registered nonprofits, and personal websites. Microbusinesses that just launched are acceptable but are subject to review. HelioHost reserves the right to require users switch to Morty or a VPS if it is determined that your website belongs to a commercial business. This is a requirement of Plesk's nonprofit licensing. https://wiki.helionet.org/Terms You also agreed to take responsibility for your own backups, as clarified by this line in the Terms of Service: - You agree to not hold HelioHost liable for any loss of data, content, revenues, relationships, or traffic that occurs as a result of a systems failure or outage. You understand that HelioHost services are provided AS-IS and that HelioHost does not guarantee service availability. Services are provided in accordance with our Service Disclaimer. As for your data, please provide your database name and some table names and text that might be in the DB to help a data recovery attempt.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.