KazVee

Duplicate account issue resolved here: https://helionet.org/index/topic/63694-solved-my-account-is-closed-by-mistake/ Marking this thread [Solved]

This support request is being escalated to our root admins.

The very first line of our Terms of Service says "Each person is allowed to have one account on Tommy or Johnny unless permitted in writing by an administrator of HelioHost." Your account was suspended because our Multiple Account Detection system believes you have multiple accounts. Is florencedev the account you wish to keep?

This is a duplicate request, responses will be provided in the other thread here: https://helionet.org/index/topic/63736-recovery-of-my-account/

Have you tried clearing your browser cache? I just checked your site now and it loads for me: .

This support request is being escalated to our root admins so they can verify the transaction ID and then add the storage to your account.

You're very welcome! 🙂

I've added that subdomain 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, since this is not done automatically. You would need to login to your domain registrar's dashboard and access their DNS config section. Most registrars should have a Help section explaining how to do this. You would need to make sure your main domain and the new subdomain DNS are set up. To configure your DNS, you can either: 1) Set NS records pointed to the HelioHost nameservers: `ns1.heliohost.org` and `ns2.heliohost.org`, or 2) Manually create DNS records: a) Add an A record (IPv4) pointing to your server's IPv4 address b) Add an AAAA record (IPv6) pointing to your server's IPv6 address To find the correct IPs, please go to: Login > Plesk > Websites & Domains > [domain name] > and check at the bottom of the page. Once you have set the DNS up for the new subdomain, if after a full 2 hours your new subdomain 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, and it will not work until you set up your DNS. To configure your DNS, you can either: 1) Set NS records pointed to the HelioHost nameservers: `ns1.heliohost.org` and `ns2.heliohost.org`, or 2) Manually create DNS records: a) Add an A record (IPv4) pointing to your server's IPv4 address b) Add an AAAA record (IPv6) pointing to your server's IPv6 address To find the correct IPs, please go to: Login > Plesk > Websites & Domains > [domain name] > and check at the bottom of the page. If after a full 2 hours your new domain 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, and it will not work until you set up your DNS. To configure your DNS, you can either: 1) Set NS records pointed to the HelioHost nameservers: `ns1.heliohost.org` and `ns2.heliohost.org`, or 2) Manually create DNS records: a) Add an A record (IPv4) pointing to your server's IPv4 address b) Add an AAAA record (IPv6) pointing to your server's IPv6 address To find the correct IPs, please go to: Login > Plesk > Websites & Domains > [domain name] > and check at the bottom of the page. If after a full 2 hours your new domain 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 for Wolstech's attention so he can handle this request for you.

Awesome! 🙂 You're very welcome!

I just googled really quick and it seems IONOS have a pretty good help section. They offer steps on changing Nameservers here: https://www.ionos.ca/help/domains/using-your-own-name-servers/add-change-or-delete-an-ns-record-for-a-subdomain/ And the steps for configuring A/AAAA records are here: https://www.ionos.ca/help/domains/configuring-your-ip-address/changing-a-domains-ipv4/ipv6-address-a/aaaa-record/ Those links may be a better place for you to check first, since they'll give you the navigation steps specific to the IONOS dashboard. Hope this helps but please let us know if you get stuck on anything.

Hello! We have some guides here for Namecheap registrar and Cloudflare, for those who need to manage external DNS: https://wiki.helionet.org/External_DNS_Hosting I've never used IONOS, but the above guidance should give you an idea of what the IONOS dashboard would need you to enter, I think it should look similar enough across different providers. If not, here's a plain-text explanation of what to do, in case it's easier to match up with whatever fields you see in your IONOS account: To configure your DNS, you can either: 1) Set NS records pointed to the HelioHost nameservers: `ns1.heliohost.org` and `ns2.heliohost.org`, or 2) Manually create DNS records: a) Add an A record (IPv4) pointing to your server's IPv4 address b) Add an AAAA record (IPv6) pointing to your server's IPv6 address To find the correct IPs, please go to: Login > Plesk > Websites & Domains > [domain name] > and check at the bottom of the page. If after a full 2 hours your new domain 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 subdomain 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. To configure your DNS, you can either: 1) Set NS records pointed to the HelioHost nameservers: `ns1.heliohost.org` and `ns2.heliohost.org`, or 2) Manually create DNS records: a) Add an A record (IPv4) pointing to your server's IPv4 address b) Add an AAAA record (IPv6) pointing to your server's IPv6 address To find the correct IPs, please go to: Login > Plesk > Websites & Domains > [domain name] > and check at the bottom of the page. If after a full 2 hours your new subdomain doesn't work on your side, please make sure you clear your web browser cache: https://wiki.helionet.org/Clear_Your_Cache

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

There's no rename functionality as such when it comes to domains. To make the changes you asked for, I had to delete the award domain, which deletes the folder and all the files for that domain inside Plesk. Then, I added the new lpl domain to your account, please note this new domain will need up to 2 hours to fully work. 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 want the new lpl domain to display the same contents as the old award site, please re-upload the files you had on award into the folder for lpl inside Plesk. Since there is a risk of data loss when domains are removed, I made a full account backup for you before I removed the award domain, in case you need any files from it. You can download the backup here: https://heliohost.org/backup and if you're not sure how to extract the backup files, please follow our how-to guide here: https://wiki.helionet.org/Account_Backups

Thank you for your donation! 🙂 You should have an email in your inbox confirming the donation and the storage space increase, and you should also see the additional storage in Plesk (if you login and go to Account, you will see it in the Plan Name and Disk Space sections).

Thank you for your donation! 🙂 You should have an email in your inbox confirming the donation and the storage space increase, and you should also see the additional storage in Plesk (if you login and go to Account, you will see it in the Plan Name and Disk Space sections).

I've escalated this thread for the attention of Krydos who can assist with VPS issues.

When I check your site now, it loads fine for me, which it would not do if your account was queued or suspended. Please let us know if the issue happens again, and next time please make sure to provide some kind of details to enable us to troubleshoot the problem, such as any error messages you see, or if you can still login to your account or not, etc. All technical support is done by volunteers, and it's much easier for us to assist quickly when we're given some kind of information about what you are seeing on your side so that we can suggest ways you could try to resolve the issue. Thanks!

To set up remote access to PostgreSQL for you, the root admins will need to know: 1) the database name and 2) the database user name for each postgres database that you want to have remote access for. For more details, please check out our How to Request Remote Access to PostgreSQL wiki page. Once we have the missing information we can escalate this request for you to get the remote access set up. MariaDB remote access is something users can set up themselves. When creating a new MariaDB database, select one of the 'Allow remote connections' options under MariaDB's 'Access control' settings. If you did not enable remote connections when creating the database, you can still go back and edit this field on the existing databases.

If when deleting the git folder you checked the box that said "Skip the Recycle Bin and permanently remove" then unfortunately it was deleted for good, with no way to retrieve it. If you have a copy of the git folder saved locally, I think you should be able to upload it to your hosting and keep using it to track version history. I've made a similar mistake except I deleted my local machine git folder and had to redownload it from my hosting, and replacing the folder locally worked fine for me. If you reset your account, all domains are removed from it, including your addon domains, so you will need to request they be re-added after your account reset has been completed. It can take up to 2 hours to fully recreate the account, but during this initial 2 hour timeframe you can ask us to re-add your add-on domains. Since those domain changes also need up to 2 hours to take effect, it'd be quickest for you to ask for the addons right away after account recreation so it can all happen at the same time for you. Also, account resets will delete everything in your account, including all the files and folders on all domains, including your subdomains, so before asking for a reset, we strongly recommend you make an account backup by following the steps here: https://wiki.helionet.org/Account_Backups#Making_Your_Own_Manual_Account_Backup If you still want us to reset your account, please let us know.

I've added that domain to your account for you. Please note that it may take up to 2 hours for your new domain to fully work. 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 In the meantime, please make sure you configure DNS for the new domain. You can either: 1) Set NS records pointed to the HelioHost nameservers: `ns1.heliohost.org` and `ns2.heliohost.org`, or 2) Manually create DNS records: a) Add an A record (IPv4) pointing to your server's IPv4 address b) Add an AAAA record (IPv6) pointing to your server's IPv6 address To find the correct IPs, please go to: Login > Plesk > Websites & Domains > [domain name] > and check at the bottom of the page.

I've added that domain to your account for you. Please note that it may take up to 2 hours for your new domain to fully work. 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 In the meantime, please make sure you configure DNS for the new domain. You can either: 1) Set NS records pointed to the HelioHost nameservers: `ns1.heliohost.org` and `ns2.heliohost.org`, or 2) Manually create DNS records: a) Add an A record (IPv4) pointing to your server's IPv4 address b) Add an AAAA record (IPv6) pointing to your server's IPv6 address To find the correct IPs, please go to: Login > Plesk > Websites & Domains > [domain name] > and check at the bottom of the page.