Resolved Account reactivation following migration

[sunnyweng64]

Hello,

I tried to access my cPanel several times over the past month or so after noticing my website was down. The account looked fine (no unsuspension prompt) on the main sign-in page at https://x10hosting.com/sso/main, but on logging in, I get the error message:

Sign in Successful
Please standby while transfer you to your web hosting account.
An error has occurred forwarding your sign in.​

Searching the forum, it looks like there was a migration of backend systems and during this migration, the account activity warning emails were suspended; therefore the error could be due my account may have been deleted for inactivity.

I'm wondering if it's still possible to restore my files from a backup? Thanks for your help!

 

[garrettroyce]

You have no hosting account associated with this forum user. Please log in as your main account. I believe your main account is like sx**x1

If that is indeed your account, the last prior login was not even in the system, so it's been over the 30 day login requirement and the account was deleted.

 

[sunnyweng64]

Thanks for the help! Yes, that looks like my account -- I'm using the same email on the forum, but I had to do a password reset, so I'm not sure how I can log in to the forum as the hosting account?

I have suspension/unsuspension emails up to late 2019, so there should be logins for the hosting account up to them, with sporadic ones since then. My understanding from reading some other help threads in this forum is that since the warnings have been suspended since the migration, restores are still possible for some of the deleted accounts. It looks like I'm in the same situation, where the main login works but there's an error on trying to access cPanel. Would you be able to flag an admin to look into this? Thanks!

 

[garrettroyce]

I'll flag the post. Sometimes the forum account and hosting account are de-synched. Maybe an admin can see more than I can.

 

[Anna]

What is the account in question?

Note that resetting the password on the main login page does currently NOT reset it on the forums as far as I know. Although the forum login page should have its own password reset option if you are unsure of what the password could be here (initially when you signed up they would have been set to the same however).

 

[garrettroyce]

IP address suggests sxwengx1

 

[sunnyweng64]

IP address suggests sxwengx1

This is correct; the main login was working for me but I could not access the forum with it, so I reset the forum password.

 

[Anna]

Due to the automated suspension/terminations being halted we did run a manual purge in early March (it was started the 4th) and since your account did not have any logins the the 60 days prior to the purge it was terminated as inactive.

Due to there being no warning emails as those are part of the automated, currently halted, system we said we'd this time allow for a restore if requested within reasonable time.

Initially we said cutoff for restores would be one week, meaning in reality we should not restore anyone past Sunday 15th, though we extended it a little bit extra, but it was said that the last cutoff date would be on Sunday March 22nd.

You're lucky though that the restore is still possible for your account.
I'm running the restore now and the account should be good to go in a few minutes.

 

[sunnyweng64]

I'm running the restore now and the account should be good to go in a few minutes.

Looks like I have everything back; thanks so much for your help!