Support Portal Login?

Discussion in 'The Lounge' started by rediim, Nov 27, 2015.

  1. rediim

    rediim New Member

    Hi KH:

    I am a new customer for a VPS SSD package. I received my welcome email and various details. I am able to login into the Client / Billing area using my registered username and password this link. I can see my Client #30258.

    However, when I try to access the Support Portal, I use my registered email and client password, I get a failed login message.

    I been exchanging tickets with Sales and Support for 48 hours. And no one can provide help to this issue.

    So here is the issue:
    Based on reading the forum threads and knowledge base pages: I am told to either use my registered email or registered client/billing username and client / billing password to access the Support Portal login. However this fails in my case.

    Luckily I am able to send support tickets using [email protected].

    BTW, Sales are not replying to my tickets.

    Please help
  2. aussie7

    aussie7 Member

    Sales are not open on the weekend, or outside business hours, there hours are 9am to 5pm Mon to Fri

    Try Support ;)
  3. rediim

    rediim New Member

    I sent Sales a ticket Friday morning, finally got a reply Friday end-of-day.

    Support has no access to Client Area or Support Help Desk Portal login issues. So they are unable to help with those matters.

    Finally, after 3 days of tickets back and forth between Support and Sales, I did get a solution from Sales. The URL does NOT accept my credentials for logging in. Sales did provide me with an alternative Support Help Desk URL that did accept my credentials when entered.
  4. KH-Jonathan

    KH-Jonathan Director of Managed Services Staff Member

    That sounds pretty weird. There's only and Where are you logging in at?

    As for the issue, 9/10 times this is because you have a username set which isn't necessarily your email address and that username is what you have to login with - not your email address (unless your email address is the username).

    When looking up your account, this appears to be exactly the case. You're using a username which is not your email address so you need to use that username when logging in.
  5. rediim

    rediim New Member

    KH Jonathan:

    I understand the credentials for accessing , namely: username (not email) and password supplied when first registering with KH.

    This WAS the problem during the first three days as a new KH VPS customer:
    - This URL did not accept my username / password. When I did enter those credentials, the page produced an invalid user/pass message.

    - A couple of days exchanging tickets with Support and Sales resulted in Sales sending me this URL to try:
    That page did accept the exact same user/pass and I was able to log into the Support Help Portal and see my profile and ticket history.

    The above is weird, and now more weirdness...after reading your reply, I again out or curiosity, tried the same user/pass credentials at the basic/shorter and that page now accepted my username/pass credentials.

    I will not attempt to try the URL just to check, because I do not want to confuse the 'system'.

    Anyway, it looks like I am now able to access Support Help Portal: with the original username / pass. So all is good for now.


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