Cannot unsuspend account - Error Code: AE3E7FCC - Server: getupdate

[archerus]

Hi, folks.

My account got suspended for inactivity around the same time the server migration started and now I am unable to unsuspend it and cannot create a support request through the account page. The server listed on my account info page is called 'getupdate', which, as the helpful folks at your IRC support channel have explained, does not exist and what it means is that my website was previously hosted on Fris.

So I'm creating this ticket to see if you can unsuspend my account and restore my backup.
My account info is as follows:

Hosting Username archerus

Status Suspended View »

Package adfree-adfree

Creation Date November 28 at 11:54 pm

Hosting Server getupdated

Main Domain martakaras.x10hosting.com

Hope that helps and thanks for looking into this.
Cheers.

 

[Anna]

Hello,

I have started the restore for your account, it should be available in a couple hours. You might need to update the password, as it is a known issue that passwords does not work properly after migrations.

Since your server is currently listed as getupdated, a password reset through the account panel will fail. Once account panel has been synced and does show the correct information you will be able to reset the password. If you need it done sooner just post back, we can set one for you directly on the server.

Also until synced, your account panel will list you as suspended, but he account will be active and in good standing.

Your server is now Starka - https://starka.x10hosting.com:2083

 

[archerus]

Hi, Anna.

I see that the restore was successful and that my website is back up and running, so many thanks for your quick reply.
However, having just checked the account panel, I see that it hasn't been synched yet (and so I cannot login to Starka nor reset my password, as you've suggested).
Is there something else that I need to do or is it just a question of waiting a few more hours?
As the website is running again, waiting is not a problem, as I can always perform maintenance on my website later, so there's no need for you to do it directly on the server.

Thanks again.

 

[Anna]

Hello,

I sent you a PM.

 

[archerus]

Hi again, Anna.

There's no need to apologise. I fully appreciate that you had a lot going on, what with server upgrades, deleting backups and whatnot.
I have successfully managed to log onto to Boru/cPanel using the information provided, but there is still something amiss with my account panel. I gave it a couple of days to see if it would resynch by itself, but now I'm experiencing a different problem.
My account is no longer listed as suspended, however, that is due to fact that now I am told I do not have any hosting under my client account.
Here's the message that I get:

Woah! It appears that you do not have hosting under your client account. This could be the result of a different scenarios:
An older account was removed as the result of inactivity.
A past account has been terminated for breaching our Terms of Service.
You have never had a hosting account.
Whatever the reason, you can always sign up for a hosting account now.
If you believe that this is a mistake you may open a support ticket here.​

I should point out that my website is up and running, so I am at a loss as to what's going on and what I can do to resynch my account information.
Thanks again for looking into this.

Take care.