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Old 30 Nov 2020, 03:38 PM   #1
Fjodorov
Junior Member
 
Join Date: Nov 2020
Posts: 5
Exclamation Urgent help required. "Login disabled, contact support."

Over 30 user account managed by my group of companies are DISABLED today.

Even my personal account - disabled.

Few minutes before accounts were disabled - they have taken a payment of around $250 from the credit card, succesfully. And after that - immediately disabled the account.

Ticket created - ID PTN705311, but as a response came following:
"Thank you for contacting Fastmail support.

Were happy to help you with this. Ive escalated your
ticket to our senior agents, as they are best suited to
assist with this issue. Senior agents aim to provide
updates within two business days.

I thank you for your patience as we work to get this
addressed for you."

Are they serious? Is this a level of customer support???
When I'm for many years paying the Professional (most expensive) plan for all users.

Last edited by Fjodorov : 30 Nov 2020 at 03:59 PM.
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Old 30 Nov 2020, 06:35 PM   #2
Fjodorov
Junior Member
 
Join Date: Nov 2020
Posts: 5
Looks like FastMail just blocked my emails without any warning, without anything - and even took some funds from my credit card on the day they blocked the account.

They saying that their monitoring team "flagged your account as one that was detected in a fraud sweep" and said that this
includes:
* mass mailouts (unsolicited) aka spam
* evidence of using other people's credit cards for online purchases
* purchasing under false names

I have never bought anything under false names, never purchased anything online with other people's credit card, never sent any spam out from the email.

So very strange... They asked me for a permission to access email now and checking it since half an hour. I don't understand what is wrong and how can FastMail do something like this to a customer loyal since many years and who paid them thousands of dollars...

There is no phone support, nothing... And I trusted FastMail with all personal files, very important for my work. Now - a team of many people can't work, since 4.5 hours...
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Old 30 Nov 2020, 06:45 PM   #3
Terry
The "e" in e-mail
 
Join Date: Jul 2002
Location: VK4
Posts: 2,853
You may have been hacked.
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Old 30 Nov 2020, 06:48 PM   #4
Fjodorov
Junior Member
 
Join Date: Nov 2020
Posts: 5
Quote:
Originally Posted by Terry View Post
You may have been hacked..
Maybe some of my users (employees), but for sure not my email.
I'm monitoring from time to time all emails they sending - usually everything OK.
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Old 30 Nov 2020, 07:50 PM   #5
Bamb0
Master of the @
 
Join Date: Feb 2005
Location: USA
Posts: 1,455
Quote:
Originally Posted by Terry
You may have been hacked.
Ya your login log might show diff IPs in your account and if so,maybe you can get the account restored. Just tell them someone else was using your account and you have changed your password.....

Good luck
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Old 30 Nov 2020, 07:50 PM   #6
Terry
The "e" in e-mail
 
Join Date: Jul 2002
Location: VK4
Posts: 2,853
I meant your fastmail account as they support number does not look like a fastmail ticket.....but I may be wrong.
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Old 30 Nov 2020, 08:29 PM   #7
Fjodorov
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Join Date: Nov 2020
Posts: 5
Well - they have restored access to email now.

But with several errors and emails from 9:34 till 15:14 were BOUNCED.

Ridiculous.
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Old 30 Nov 2020, 09:52 PM   #8
BritTim
The "e" in e-mail
 
Join Date: May 2003
Location: mostly in Thailand
Posts: 2,866
Under the circumstances, especially with you being a customer of long standing, you have a right to a full explanation of what happened. A guess is that they received a complaint from somewhere about unsolicited emails, and overreacted.

FastMail will tend to act very quickly if there are indications of unsolicited commercial email being sent from FastMail accounts. Up until a couple of years ago, there were occurrences three or four times a year of a FastMail outgoing mail server ending up on a block list, causing many outgoing emails to be treated as spam by some receiving servers. As you can imagine, this resulted in unhappy users.

I hope whatever the cause of your problems turned out to be, it is now fully resolved and does not recur.
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Old 1 Dec 2020, 08:10 PM   #9
Fjodorov
Junior Member
 
Join Date: Nov 2020
Posts: 5
We are still facing issues even after Fastmail support saying "everything is fine".

Ridiculous level of service. Have instructed our lawyers to proceed with a claim against Fastmail.
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Old 2 Dec 2020, 06:26 PM   #10
Bamb0
Master of the @
 
Join Date: Feb 2005
Location: USA
Posts: 1,455
Thats unfortunate they dont more to resolve things....

Im sorry
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