My site is down!!!!!!!!

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  • Updated 4 years ago
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Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members. The community moderator provided the following reason for archiving: Account access related. Moving to direct email.

My is down www.kidzcutzs.com is down I can't log in to rectify the problem, reset password does not help as it says no account found. I sent email to support over hour ago and posted in forum 30 min ago and no reply PLEASE HELP MY SITE IS DOWN
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Cynthia Cortez

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Posted 4 years ago

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Rod, Employee

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Hi Cynthia,

We are sorry to hear that you are having issues with accessing your account. I can see that you sent us an email from a different email address and not from your account login email where your domain is located.

This might be the reason that you were not receiving the "reset password" email as a reset password link will only be sent to the correct login email address. I have tested the reset password with my own account and it seems to be functioning as it should.


I can confirm that our Account Access Team has replied to your email and are awaiting feedback from you.


We are standing by to assist you!
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Cynthia Cortez

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Thanks for your reply Rob, thus is Arthur the Web admin for Cynthia. How can we use the wrong address if we use the address that the renewal email was sent to. Please call us 8328839464 so that we can resolve this as the site is down.
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Rod, Employee

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Hi Arthur,

Thank you for your reply.

The domain registered email can be different to the account login email. I have checked the associated account and this is indeed the case.

For security reasons we are unable to resolve account access issues over the phone. Therefore our Account Access Specialist has responded to Cynthia's earlier email and they are awaiting a response from her.


They are standing by to assist with this.
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Cynthia Cortez

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So why can't we log into the account with the account email login ?
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Rod, Employee

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Hi,

It appears that you are trying to log in with the incorrect email address as this is not the one that the domain is registered to and where the domain renewal reminder was sent to. The login email is a different email address. I am not able to provide any login information.

I cannot see that Cynthia has responded to the email from our Account Access Specialist.


They are standing by to assist with this.
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Cynthia Cortez

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They are wrong I even clicked the link in the reminder email and it does not work. This is crazy. They send me the reminder then say my address is wrong. Try using other email addresses or they will try to help if we can answer some personal questions. We have had this site for several years and now this. As far as seeing that Cynthia did not respond you sent me an email saying this is not the account that is registered so we figured why respond from that account but we will do this
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Laura Thomas

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Hi Cynthia,

Your domain expired on October 11 so you still have
time to reclaim it. Your account email is different from the email
address you used to register your domain though both are AOL addresses.
Please follow the steps our Account Access Specialist sent you and
respond to that email with any further questions regarding accessing
your account as we are unable to assist you with account access concerns
on our public forum for your security.