[HH#435098] Resetting my Morty plan

[HelioHost]

Username: N/A, Server: N/A, Main Domain: N/A

Priority: 9/10

Hello, my account and services insides faced a problem.
All services are not working, they return the error 503. Service
unavailable.

This occured when I sent you a message to reset the plan because they was
useless projects inside, but instead of doing that you added files and that
hit my plan storage(1117MB / 1000).

So now, I want to reset all because I have merged the database before, and
not I can restart. That means, delete all files of my account and I'll make
new files.

username: gentillenoir075
email: gentillenoir075@gmail.com
plan: Morty.

Priority: 9/10
Urgence : 10/10

Make it as soon as possible because the website serve many peoples.

[KazVee]

Hello! As you've been advised on 14/06/2026 08:59, we cannot accept your attempts to set an ETA/SLA. 

For support response timelines (SLAs and ETAs), check: https://wiki.helionet.org/ETA

All staff are unpaid volunteers who donate their free time outside of real-life commitments (paid job, school, family, etc.) so trying to say things like "Priority: 9/10, Urgency: 10/10" will not have an impact on the free time we have available to donate to Heliohost users. 

In fact, trying impose a deadline on unpaid volunteer staff can give a negative impression.

Not all unpaid volunteer staff will work faster when someone tries to insist that they do.

Not all unpaid volunteers will be pushed into hurrying because someone impatient says they should. 

All unpaid volunteer staff are free to choose who they assist, and not all of them will be pushed into hurrying if one user decides to claim they are more important than everyone else who needs help by trying to add a "9/10" in a request for help. 

Most for-profit hosting companies have a staff of full time employees who sit around providing support and working 40 hours a week. It's very rare for any of our volunteers to work more than an hour or so each day. None of our volunteers are required to log a certain number of hours and may come and go as they please.

We run this organization in our free time, and if we don't have very much free time things don't get done very quickly.

If we aren't having fun volunteering, providing support, chatting with the community, and developing new features then we take a break and do things that are more fun for us. This is why we don't have SLAs or ETAs for new features or repairs, and this is why things move a little slower than a for-profit company that you might be used to dealing with.

Since all HelioHost staff are unpaid volunteers, so there is no guaranteed timeframe for a response to support requests. 

Our best efforts to respond within 24 hours can be impacted by several factors, including but not limited to:

- Time zone differences (most staff are based in North America)
- Work
- School
- Family
- Other real-life commitments

As I shared with you on 14/06/2026 08:59: We try to action all support requests within 24 hours however this is not a guaranteed timeframe. Thanks!

[wolstech]

In regards to your original request, you must send your support request from the email address on the account in order for it to be reset. 
 

Providing the email address in the body of the email is not sufficient, the email must actually be sent from that mailbox to prove that you control the associated email address.