[Answered] How do you get support if you can't login in ??

April 11th, 2007, 4:21 PM

I was given account credentials by an employee that recently left our company
I successfully logged into the surpass account and then began the process of changing contact info as well as the password. I made several attempts to change the password all with FAILED results and I don't know why. MUST the password equal 6 characters ? (even thought the password I used to log in = 8 characters or is it a minimum of 6 characters ? )
Needless to say it changed the password but I don't know what to (since they all said FAILED) yet the orginal password I used will not allow me access to the account either.
I also changed the contact name and email address for the new contact, does that mean I now use the new email address to login to the account or the email address That was given to me by the ex-employee ?
I can't even open a support ticket without credentials that validate ! ! !
And NO WAY TO CONTACT ANYONE FOR HELP
Obvilously I can't have the password emailed to me as the orginal email address is no longer a valid address (or at least not one that I have access to)
I also need to change the payment cc info So I guess if nothing else I wait until you can't charge anyone for the service, then perhaps you'll make an attempt to contact me, but maybe I'll require you to validate credentials before I can accept your contact
Seems silly that there isn't any way to reach someone in the event that an issue like this arises ! ! !
I don't like it anymore then you do but it's your interface that BLOCKED me out
Why does it present FALSE data ? FAILED PASSWORD CHANGE ATTEMPT yet it apparently did change the password or worse it LOCKED the account out which still makes it impossible for a legitimate user to contact someone for assistance as ALL support questions REQUIRE a user validation, at least from what I can see ! and I have searched the site extensively

Domain = canvas-dist.com
Old contact = Kevin McCabe
New contact = Bruce Johnson

[phone and email removed for privacy protection] - David

**DewKnight** · April 11th, 2007, 4:38 PM

Just file a ticket without logging in. Just hit the new ticket button.

**deastwood** · April 12th, 2007, 9:16 AM

also some advice remove your email or get a mod to as it will be a haven for seach engine spiders!

nwwoman · February 24th, 2008, 1:25 PM

I just had the same experience changing the password in the "new" billing system. I came here to learn requirements for creating an acceptable password as creating a 6 letter all alpha password fails as does creating a 6 letter/4 number password. Help within the billing system provided no help (no pun intended).

How exhausting.

**ceo** · February 24th, 2008, 1:32 PM

Just to clarify on the passwords for the Billing Area - mine is twelve characters alpha numeric with lower and upper case letters. So, you all shouldn't be restricted to 6-8 characters. I do know the Help Desk only allows six characters. Or at least last time I bothered to check it did.

As Dew said above, though, you don't need the old email or login information for the Help Desk - you can create a ticket without logging in and it'll generate the new information you need to continue accessing that ticket with the email you chose.

April 11th, 2007, 4:21 PM	#1 (permalink)
Unregistered Guest n/a posts	[Answered] How do you get support if you can't login in ?? I was given account credentials by an employee that recently left our company I successfully logged into the surpass account and then began the process of changing contact info as well as the password. I made several attempts to change the password all with FAILED results and I don't know why. MUST the password equal 6 characters ? (even thought the password I used to log in = 8 characters or is it a minimum of 6 characters ? ) Needless to say it changed the password but I don't know what to (since they all said FAILED) yet the orginal password I used will not allow me access to the account either. I also changed the contact name and email address for the new contact, does that mean I now use the new email address to login to the account or the email address That was given to me by the ex-employee ? I can't even open a support ticket without credentials that validate ! ! ! And NO WAY TO CONTACT ANYONE FOR HELP Obvilously I can't have the password emailed to me as the orginal email address is no longer a valid address (or at least not one that I have access to) I also need to change the payment cc info So I guess if nothing else I wait until you can't charge anyone for the service, then perhaps you'll make an attempt to contact me, but maybe I'll require you to validate credentials before I can accept your contact Seems silly that there isn't any way to reach someone in the event that an issue like this arises ! ! ! I don't like it anymore then you do but it's your interface that BLOCKED me out Why does it present FALSE data ? FAILED PASSWORD CHANGE ATTEMPT yet it apparently did change the password or worse it LOCKED the account out which still makes it impossible for a legitimate user to contact someone for assistance as ALL support questions REQUIRE a user validation, at least from what I can see ! and I have searched the site extensively Domain = canvas-dist.com Old contact = Kevin McCabe New contact = Bruce Johnson [phone and email removed for privacy protection] - David Last edited by David; April 12th, 2007 at 12:56 PM.

April 11th, 2007, 4:38 PM	#2 (permalink)
DewKnight Skittles Super #1 Joined in Aug 2004 Lives in a space ship Hosted on dedi 6,667 posts Gave thanks: 96 Thanked 190 times	Just file a ticket without logging in. Just hit the new ticket button. __________________ Mountain Dew Knight People should not be afraid of their governments. Governments should be afraid of their people.

April 12th, 2007, 9:16 AM	#3 (permalink)
deastwood Surpass Fan Super #1 Joined in Mar 2006 1,024 posts Gave thanks: 66 Thanked 55 times	also some advice remove your email or get a mod to as it will be a haven for seach engine spiders! __________________ Oxygen Solutions - Main Website MoneyScience - Latest Project

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February 24th, 2008, 1:25 PM	#4 (permalink)
nwwoman Registered User Fresh Surpasser Joined in Feb 2008 4 posts Gave thanks: 0 Thanked 0 times	I just had the same experience changing the password in the "new" billing system. I came here to learn requirements for creating an acceptable password as creating a 6 letter all alpha password fails as does creating a 6 letter/4 number password. Help within the billing system provided no help (no pun intended). How exhausting.

February 24th, 2008, 1:32 PM	#5 (permalink)
ceo ＼(^o^)／ Super #1 Joined in Jan 2005 Lives in Albany, NY Hosted on SH134 1,530 posts Gave thanks: 69 Thanked 33 times	Just to clarify on the passwords for the Billing Area - mine is twelve characters alpha numeric with lower and upper case letters. So, you all shouldn't be restricted to 6-8 characters. I do know the Help Desk only allows six characters. Or at least last time I bothered to check it did. As Dew said above, though, you don't need the old email or login information for the Help Desk - you can create a ticket without logging in and it'll generate the new information you need to continue accessing that ticket with the email you chose.

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