Suspended Account

Batmaniak · June 11th, 2007, 4:08 PM

Hello,

Our account (theclubhouse1.net) has been suspended with this message:

"Please contact the billing/support department as soon as possible."

This is the 3rd time in a month. We've submitted tickets: WEW-121955, WSR-351143,CZA-426606, etc. but are getting nowhere. Our site was temporarily up yesterday afternoon to early this morning, but has been down since ~6:00AM MST today. Tickets have been forward to Suspended Accounts, Billing and Accounting. We have payed via Paypal for years until last month when the billing system changed, then provided a credit card, yet we still get locked. The only response we've gotten today is log in and pay.... Kind of hard when the site is down.

Is anyone looking at this? It's been several hours since my last ticket (XSL-731910) was forwarded to another department. We've never missed a payment and have been trying like crazy to get this settled since 9:00AM MST Sunday morning. What are we doing wrong?

**DewKnight** · June 11th, 2007, 4:10 PM

Please don't file multiple tickets on the same issue. It only confuses and prolongs the issue.

The only thing you can do is wait for support to contact you and let you know what happened. It may be a billing issue, it may be an exploit or other issue.

Batmaniak · June 11th, 2007, 4:15 PM

Thank you for the response. The tickets were separate issues as the account goes up then down again. I listed them all for reference.

**Kayla** · June 11th, 2007, 8:09 PM

Batmaniak,

I sincerely apologize for the amount of time it took to resolve this - I have looked up the tickets and see the latest responses. Please post back here as well if you need anything else.

Batmaniak · June 11th, 2007, 8:50 PM

Thank you very much Kayla (and Dewknight.) for responding.

Batmaniak · June 11th, 2007, 10:27 PM

Hi Kayla,

We are up and running now, but we seem to be experiencing security issues now. Several members cannot login and I cannot update their security through the administration panel. I updated the ticket and it was reassigned to support. Thank you for all your help.

Error message:

Forbidden
You don't have permission to access /forums/admin/admin_users.php on this server.

Additionally, a 404 Not Found error was encountered while trying to use an ErrorDocument to handle the request.
Apache/1.3.36 Server at www.theclubhouse1.net Port 80

**Kayla** · June 11th, 2007, 10:41 PM

Hi again, we are looking into that now - I will reply back in a few minutes.

**Kayla** · June 11th, 2007, 10:46 PM

They need more information.. can you add the forum admin details (user and pass) to another reply in your ticket? Then I will move it into 3rd level for you once you reply here.

Batmaniak · June 11th, 2007, 11:25 PM

Thanks Kayla,

Ticket updated.

June 11th, 2007, 4:08 PM	#1 (permalink)
Batmaniak Registered User Fresh Surpasser Joined in Nov 2006 12 posts Gave thanks: 0 Thanked 0 times	Suspended Account Hello, Our account (theclubhouse1.net) has been suspended with this message: "Please contact the billing/support department as soon as possible." This is the 3rd time in a month. We've submitted tickets: WEW-121955, WSR-351143,CZA-426606, etc. but are getting nowhere. Our site was temporarily up yesterday afternoon to early this morning, but has been down since ~6:00AM MST today. Tickets have been forward to Suspended Accounts, Billing and Accounting. We have payed via Paypal for years until last month when the billing system changed, then provided a credit card, yet we still get locked. The only response we've gotten today is log in and pay.... Kind of hard when the site is down. Is anyone looking at this? It's been several hours since my last ticket (XSL-731910) was forwarded to another department. We've never missed a payment and have been trying like crazy to get this settled since 9:00AM MST Sunday morning. What are we doing wrong?

June 11th, 2007, 4:10 PM	#2 (permalink)
DewKnight Skittles Super #1 Joined in Aug 2004 Lives in a space ship Hosted on dedi 6,815 posts Gave thanks: 101 Thanked 199 times	Please don't file multiple tickets on the same issue. It only confuses and prolongs the issue. The only thing you can do is wait for support to contact you and let you know what happened. It may be a billing issue, it may be an exploit or other issue. __________________ Mountain Dew Knight People should not be afraid of their governments. Governments should be afraid of their people.

June 11th, 2007, 8:09 PM	#4 (permalink)
Kayla Marketing Maven Surpass Staff Joined in May 2003 Lives in Orlando 24,749 posts Gave thanks: 946 Thanked 806 times	Batmaniak, I sincerely apologize for the amount of time it took to resolve this - I have looked up the tickets and see the latest responses. Please post back here as well if you need anything else. __________________ Follow Surpass on Twitter and Facebook Check out the Surpass Blog

June 11th, 2007, 10:41 PM	#7 (permalink)
Kayla Marketing Maven Surpass Staff Joined in May 2003 Lives in Orlando 24,749 posts Gave thanks: 946 Thanked 806 times	Hi again, we are looking into that now - I will reply back in a few minutes. __________________ Follow Surpass on Twitter and Facebook Check out the Surpass Blog

June 11th, 2007, 10:46 PM	#8 (permalink)
Kayla Marketing Maven Surpass Staff Joined in May 2003 Lives in Orlando 24,749 posts Gave thanks: 946 Thanked 806 times	They need more information.. can you add the forum admin details (user and pass) to another reply in your ticket? Then I will move it into 3rd level for you once you reply here. __________________ Follow Surpass on Twitter and Facebook Check out the Surpass Blog

June 11th, 2007, 4:15 PM	#3 (permalink)
Batmaniak Registered User Fresh Surpasser Joined in Nov 2006 12 posts Gave thanks: 0 Thanked 0 times	Thank you for the response. The tickets were separate issues as the account goes up then down again. I listed them all for reference.

June 11th, 2007, 8:50 PM	#5 (permalink)
Batmaniak Registered User Fresh Surpasser Joined in Nov 2006 12 posts Gave thanks: 0 Thanked 0 times	Thank you very much Kayla (and Dewknight.) for responding.

June 11th, 2007, 10:27 PM	#6 (permalink)
Batmaniak Registered User Fresh Surpasser Joined in Nov 2006 12 posts Gave thanks: 0 Thanked 0 times	Hi Kayla, We are up and running now, but we seem to be experiencing security issues now. Several members cannot login and I cannot update their security through the administration panel. I updated the ticket and it was reassigned to support. Thank you for all your help. Error message: Forbidden You don't have permission to access /forums/admin/admin_users.php on this server. Additionally, a 404 Not Found error was encountered while trying to use an ErrorDocument to handle the request. Apache/1.3.36 Server at www.theclubhouse1.net Port 80

June 11th, 2007, 11:25 PM	#9 (permalink)
Batmaniak Registered User Fresh Surpasser Joined in Nov 2006 12 posts Gave thanks: 0 Thanked 0 times	Thanks Kayla, Ticket updated.

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