Why can't the x10 Support send me my files -__- :(

[methodjs]

For over 2 month (almost 3), I was unable to login into my cPanel.
I would click on the little blue "Access cPanel" button but it would just bring me to the cPanel Login (https://level.x10hosting.com:2083/login/?login_theme=cpanel).
When I would enter my details on there it would just keep on telling "The login is invalid."
I've asked on the forum to please send me a zip of all my files and database data form my site so I can move on to another host. I can't get the zip myself because I can't get into my cPanel.
Apparently none of the support staff can help me get back into my cPanel so I just want my files and databases.
Why can't they do that? One of the support staff said they don't have access to my files. But they should, shouldn't they?
I really need help to get my site back either by getting help to get back into the cPanel or by getting my files by zip.
I can actual get my basic HTML, CSS, and JavaScript files from my site "http://methods.x10.mx" but I can't get my PHP and databases. Plus if I have all the files in a zip it would be much easier to import them into another hostes file manager..

 

[Skizzerz]

First off, try these steps to regain access to your cPanel:

1. Change your password in the account portal
2. Wait for it to say that the change took effect
3. Log out of the account portal and log back in (this is important)
4. Click the blue access cpanel button and/or head to https://level.x10hosting.com:2083 and log in with your username and new password

If that still doesn't work, I'll manually reset your password, so let me know.

 

[Bryon]

Hi methodjs,

Have you followed Skizzers instructions?

 

[methodjs]

Yes I have. But that didn't work either.

 

[Skizzerz]

I sent an email to your registered address with a temporary password you may use, although the issue that was preventing password changes from applying to cPanel should now be fixed as well.