keishyv

**huff** lol this is causing me a headache already!

OK, I just signed up with Surpass on Friday night (UK time). I recently chose to have my site hosted here, on the Power plan, as my domain is at godaddy.com. I selected "I will keep my domain at the current registrar, and update the nameserver only." when choosing my plan, and put in my details. Paypal has billed me, and I am up do date with payments, as this email, titled "Surpass Hosting :: Signup Receipt" says:



************************************************** **********
This is not your account information email.

You will receive your account information including username, password, and IP address within 48hours.
************************************************** **********

Hello (my name),

Here is your order information:

Email: (my email)
(then my address)
Referrer: Google

Domain: (my domain)
Username: (a random set of letters from Surpass)
Password: ************
(then it said all the Paypal info underneath)
________________________




...okay, fine. Tried using that to sign in, nothing, So I wait.
Eventually I got another email (though it went straight to my trash bin when all the others went to my inbox, I don't know why, it was lucky I caught it) titled "Your Login Information", which I assume is the one that you have to wait for. In it was:


(my name),

Username: (my email)
Password: ********** - this was different to the first set of info above
URL: https://client.surpasshosting.com/billing/

Sent by SurpassHosting.com
____________________________




...that's all it said. No IP address...was there meant to be one in there? The previous email said there should be. So I take that info, and go to log in and look at my info/password, because the password given is really hard to remember. I log in, okay...keeping my password case-sensitive. But when I try to click on 'Change Info' or 'Change Password', all I get is a screen with 'Access Denied' at the top. wtf? So I try to connect to the Helpdesk, with that password, and it says it's invalid. I ask it to send me my password, it does (the same one I was given in the email), and it STILL says it's invalid.

Also, what confuses me is that I've been given two sets of passwords. One in the receipt email, one in the 'welcome' email. So what is the first one for? My domain isn't even provided here, so why have I got a username/password for it (in that first email)?

I also noticed that when I look at my account status, it says that I am inactive. How do I change that, because I would be active if the passwords that I was sent would only work!

Obviously, any 'go and file a support ticket'-type replies aren't going to be any help right now, because the support centre is rejecting my password...the password that Surpass themselves sent me to use.

If anyone can help me with this ASAP, I would appreciate it...it doesnt seem fair that the very password that Surpass themselves sent me doesn't work. I can feel myself getting stressed out about this - the site is for my graduation work, due in two weeks! - and I haven't even started yet!

cheers,
- K.[/color]

Brandonnn

you will need to go file a ticket with support.... http://desk.surpasshosting.com ... you do not need to login to send a ticket (just don't pay attention to the login part and click on the envelope)...

make sure to use an off network email address.

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poof

markscns

You may not have gotten your welcome email yet. If you don't get it today, i would expect to get it no later than Monday or Tuesday. From the looks of it, you only got your confirmation email, which is a good thing.

The welcome email will give you the IP addresses to put in at Godaddy.

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twinlakeweather.us SH92

deastwood

Really sorry for the nightmare you are having with Surpass so far, you are very unlucky as usually it goes very smoothly!

Surpass don't always activate at weekends, there support team are in but not always the sales, as Brandon said you don't need to use your password on the support desk


*on a side note, leaving your graduation work rather late aren't you :P whats it on?

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keishyv

Okay... so the second email that I posted up there may not have been the one I really need - that's just the confirmation email? hahaha they sure know how to confuse a girl!

Still doesnt solve the issue of not being able to change your details though...but your reply gives me a little hope!

keishyv

LMAO leaving it late? Yes and no. I'm a fashion illustration student and at the last minute my teachers were like 'hey we think you should do a site!' so here we go

keishyv

OK people I have filed a support ticket, and Nate at the Support Division has said he will forward my issue to sales, as it seems they will be able to help better. Will keep you posted on what's going on. It's the 'Access denied' password thing that I'm really concerned about. Thankyou guys for your help! <3

**poddles off to do some more grad work**

Brandonnn

np. support will you get everything worked out

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poof

markscns

Is it more web based illustration, or other types of illustration? It's cool that you are doing a website, at the college I teach at, each student that needs to do web stuff, gets an account on a web server for their site.

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twinlakeweather.us SH92