Domain Problems on Tommy - domain probably associated with another HelioHost account

[pylmichael]

I have a Tommy account [pylmichael] with the domain mpyl.co.uk added alongside several subdomains.

I also have (or had? the account may be deleted) a Johnny account [michaelpyl] which I no longer use, that would've had the same domains associated.

I have a strong feeling this could be the cause of issues with using my domain with my account on Tommy (probably been the case for several months but I havent given any time until now)
Apologies as I am aware heliohost does not allow several accounts !

 

I also understand this could be a mistake with my records, but I think they are correct.

Thanks, 
Michael

[wolstech]

The reason your domain doesn't work on your Tommy account is because the IP addresses in your external DNS are incorrect. The correct ones are shown in Plesk. To fix the issue, you need to correct DNS entries on your external DNS server, ensure the domains are enabled in Plesk, then wait 2 hours.

The account michaelpyl is archived. It neither violates the TOS nor has any impact on your Tommy account. As long as you don't restore it, you're fine. If you do want to restore the Johnny account at some point, you'll need to delete your Tommy account first to avoid violating the TOS.

 

 

[KazVee]

Your records are correct, there is an Archived account on Johnny, but it doesn't have any domains in common with your active account on Tommy. As long as you don't login to the old Johnny account, you shouldn't fall foul of the Multiple Account Detection system. We could even look into deleting the old Johnny one if you want, just let us know if you want more details on how we could get that done for you. 

For the Tommy account you're having domain issues with, what problems are you having exactly? Without more details, I'd probably first suggest that you check that your domain and all subdomains either have their NS records pointed to the HelioHost nameservers: `ns1.heliohost.org` and `ns2.heliohost.org`, or that you've created A/AAAA records and pointed them to our IPv4/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 you've already checked all that, please give us more info about what issues you're having and we'll be happy to try to help troubleshoot further.

Edited to add: Wolstech obviously types faster than I do! 😄