[HH#903292] Unable to reset my password

[HelioHost]

Username: sgorton1, Server: Johnny, Main domain: sgorton1.heliohost.org

 

Hi can someone assist me? I tried the reset password process but I am not getting a code. My email should be sgorton@hotmail.com and user sgorton1.

 

Thank you

Steve

 

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[wolstech]

Can you try this link? https://johnny.heliohost.org:2083/resetpass?start=1

 

If that doesn't work, please let me know and I'll manually reset it for you.

[HelioHost]

I tried this link, but it keeps telling me my email is not in the system records

 

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[wolstech]

That link requires you to use your username. Enter sgorton1 as the username, then your email address when directed (it's a Hotmail address and will show a hint of which one it is). You must use the same email address you used when you signed up.

 

If you no longer have access to that address, you will need to abandon your account and sign up again. We are unable to reset passwords if the email address on file is inaccessible.

[HelioHost]

I am using my userid then entering my hotmail email and it gives me the message the the email is not correct. It is the only hotmail address I have ever had. This does not make sense, something is wrong. I think the error is incorrect.

 

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[wolstech]

Manual password reset sent. Something is wrong with this account though, as it's not syncing correctly between our various systems (the server isn't talking to the account management system about your particular account for some reason). I had to go manually force a password change on it using a system we don't even usually use for password resets...

 

Please let us know if you don't receive the email or if you need any further assistance.

[HelioHost]

Hi,

 

Thank you! I did get the email and was able to log back in!

 

I'm not sure what the issue is with my password or account, but if there is anything I can do, please let me know.

 

Thanks Again!

Steve

 

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[wolstech]

I'm not sure what's causing it either...I would suggest you verify your contact info in cPanel though (and perhaps add a second email address). That setting is what controls the email addresses needed for password reset to work, so if the data in there is missing or invalid, it won't work right. The data in our other system was fine (which is where I got the email address to send a password to), but that system couldn't change the password for some reason (this not working is why our website reset didn't work for you).

 

Nonetheless, if you're able to log back in, you should be good.

 

Please let us know if you need anything else.

[Krydos]

It looks like the account was inactive when you originally tried to reset the password. You have to renew an account before you can reset the password.