HelioHost Posted September 23, 2025 Posted September 23, 2025 Username: N/A, Server: N/A, Main Domain: N/AHi, I created an account and domain today and everything was going ok and then suddenly I cannot log in to my account anymore. I cleared cache and tried login from different browsers and devices and everywhere I get the same error: [cid:image001.png@01DC2CB9.B60A6A20] Please help
wolstech Posted September 23, 2025 Posted September 23, 2025 The support email does not accept pictures. Can you please upload the picture somewhere and send a link instead? Also, what is your account's username or email address?
HelioHost Posted September 23, 2025 Author Posted September 23, 2025 The error im getting is "Unable to login with that username and password." My account's username is purity Thanks Best regards / Pozdrawiam, Marta Ko?odziej New Product Development Manager
wolstech Posted September 23, 2025 Posted September 23, 2025 Your account looks fine on our end, though the server is busy at the moment (Apache restarting). I would suggest resetting the password to start: https://heliohost.org/reset/ and see if it resolves the issue. Please note that passwords should contain only regular letters, numbers, or symbols (except space) as found on a US keyboard. Accented characters and spaces are known to cause problems with Plesk if used in a password.
Krydos Posted September 23, 2025 Posted September 23, 2025 According to your username it looks like you're on the Johnny server. I checked MariaDB and saw Uptime: 2 hours 57 min 6 sec Which means that MariaDB on Johnny restarted about 3 hours ago, and you sent this email right around 3 hours ago too. When MariaDB is restarting you won't be able to login. The best option is to make sure you have your towel, and DON'T PANIC, and then try logging in again in a bit when the MariaDB restart has finished. On Johnny MariaDB has a tendency to restart daily around this same time. On Morty and Tommy MariaDB can run for several weeks or a month without restarting. If you'd like better MariaDB uptime you can upgrade your account at https://heliohost.org/dashboard/move/ Obviously upgrading isn't required if you're happy with the free plan. We have one user who has been using our free plan since 2007 without upgrading or ever donating a cent and that's perfectly fine with us, but when people complain about errors or downtime upgrading is a possible solution that you may not be aware of yet. Let us know if you need help with anything else.
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