Login Disabled

Sundog · 16 Feb 2014, 12:04 AM

Wonder if anyone here can she any light on my problem.

On Friday morning I tried to access my email (via Windows Live mail) like I usually do only to get an error logging into my fastmail account. I was told to log in via the web page to see the problem, when I tried to do this I was greeted with a Login Disabled, contact support message.

I have raised a ticked via the support page, but have yet to have that ticket even acknowledged. I am now getting a bit frustrated as I am without access to my email account and nothing appears to be being done about it.

I would expect this from one of the freely available web email accounts, but not from a paid for email account.

Any help or pointers on how I can contact the support team would be appreciated.

EdinwolfPA · 16 Feb 2014, 12:20 AM

Hello,

What time was it when you created the support ticket?

Use this as a reference:

http://www.timeanddate.com/worldclock/city.html?n=152

PS. There is limited FM tech support on the weekends and sometimes your FM account level can be a factor as well when it comes to getting support

Post your FM Support Ticket Number on the Forum and someone MAY see it

David

Sundog · 16 Feb 2014, 12:45 AM

Thank you for the prompt reply.

Ticket Id: 428373
Raised: Fri, 14 Feb 6:18 AM (GMT)

I assume from the link in your reply that fastmail are based in Melbourne, which I didn't realise, therefore I guess local time would have seen the ticket raised at 5:18 PM.

I can understand the limited tech support, however I still believe something as fundamental as account access should receive prompt action and not rely on the level of your account.

Thanks again for reply.

badcherry · 18 Feb 2014, 04:08 AM

I am in the same boat. My login has been disabled since Thursday afternoon, and I am getting frustrated since I can't access my account and my support ticket is being ignored. It has been 4 days!
Are there troubles on their end that I don't know about, or am I just being ignored?

Sundog · 18 Feb 2014, 04:59 AM

I did get a ticket update yesterday claiming my account had been hacked and used to spam emails and cause server congestion.

The tone of the ticket update was that it was a fault at my end and my PC had been compromised by a virus, I have run a deep scan with my AV software and downloaded and run all three programs suggested in the ticket and nothing was found.

I have updated the ticket with the information that was requested and that was the last I have heard so far. No ticket update from Fastmail and still no access to my account.

I have been with Fastmail for a long time now and never had any problems, however if this is their idea of support I am not sure I will continue with them. It is only the thought of all the trouble involved in changing email address that has prevented me from opening a new one with a different company already.

n5bb · 18 Feb 2014, 09:08 AM

See:
Stolen accounts at FM
Email sending delays...

My guess is that your Fastmail password was in some way compromised. Were you using a long random password? Did you ever log in from any computer or device which might have been compromised? If your password isn't long (or if you logged in on any device or PC which had a virus) your password could be obtained by a spammer. Another method is the recent phishing emails to some Fastmail members, which falsely claimed to be from support. Fastmail will never send you an email asking you to click on a special link or reply with your login credentials. Always go directly to the Fastmail https://www.fastmail.fm website directly to log in.

Bill

BritTim · 18 Feb 2014, 10:01 AM

I would just add to what Bill has said with one other point. It is very tempting to sign up for many different services with the same password, The problem is that if any of these services is compromised, an attacker may be able to use the single service to attack other services you use.

For Fastmail: I think you should consider disabling sending of emails (and possibly connection from external mail clients) in this situation rather than completely disabling the account. This should provide adequate protection to Fastmail while having much less dire consequences for users. For some, this kind of total lock out for several days can be disastrous.

odedp · 18 Feb 2014, 01:21 PM

Quote:

Originally Posted by Sundog

It is only the thought of all the trouble involved in changing email address that has prevented me from opening a new one with a different company already.

This exactly is one (of many) reasons why one should use a private domain or a service like pobox as an emailaddress for life.

William9 · 18 Feb 2014, 02:42 PM

Quote:

Originally Posted by EdinwolfPA

...
Post your FM Support Ticket Number on the Forum and someone MAY see it
David

I know that this approach is sometimes necessary to get FM support's attention, but it seems to me that there ought to be a more structured and formalized way for a customer who obviously needs serious support to get prompt service.

drew · 18 Feb 2014, 07:09 PM

Webmail via this works good for me.
https://www.fastmail.fm/

16 Feb 2014, 12:04 AM	#1
Sundog Junior Member Join Date: Feb 2014 Posts: 3	Login Disabled Wonder if anyone here can she any light on my problem. On Friday morning I tried to access my email (via Windows Live mail) like I usually do only to get an error logging into my fastmail account. I was told to log in via the web page to see the problem, when I tried to do this I was greeted with a Login Disabled, contact support message. I have raised a ticked via the support page, but have yet to have that ticket even acknowledged. I am now getting a bit frustrated as I am without access to my email account and nothing appears to be being done about it. I would expect this from one of the freely available web email accounts, but not from a paid for email account. Any help or pointers on how I can contact the support team would be appreciated.

18 Feb 2014, 04:08 AM	#4
badcherry Junior Member Join Date: Aug 2011 Posts: 3	Login disabled I am in the same boat. My login has been disabled since Thursday afternoon, and I am getting frustrated since I can't access my account and my support ticket is being ignored. It has been 4 days! Are there troubles on their end that I don't know about, or am I just being ignored?

16 Feb 2014, 12:20 AM	#2
EdinwolfPA Cornerstone of the Community Join Date: Oct 2009 Location: PA Posts: 683	Hello, What time was it when you created the support ticket? Use this as a reference: http://www.timeanddate.com/worldclock/city.html?n=152 PS. There is limited FM tech support on the weekends and sometimes your FM account level can be a factor as well when it comes to getting support Post your FM Support Ticket Number on the Forum and someone MAY see it David

16 Feb 2014, 12:45 AM	#3
Sundog Junior Member Join Date: Feb 2014 Posts: 3	Thank you for the prompt reply. Ticket Id: 428373 Raised: Fri, 14 Feb 6:18 AM (GMT) I assume from the link in your reply that fastmail are based in Melbourne, which I didn't realise, therefore I guess local time would have seen the ticket raised at 5:18 PM. I can understand the limited tech support, however I still believe something as fundamental as account access should receive prompt action and not rely on the level of your account. Thanks again for reply.

18 Feb 2014, 04:59 AM	#5
Sundog Junior Member Join Date: Feb 2014 Posts: 3	I did get a ticket update yesterday claiming my account had been hacked and used to spam emails and cause server congestion. The tone of the ticket update was that it was a fault at my end and my PC had been compromised by a virus, I have run a deep scan with my AV software and downloaded and run all three programs suggested in the ticket and nothing was found. I have updated the ticket with the information that was requested and that was the last I have heard so far. No ticket update from Fastmail and still no access to my account. I have been with Fastmail for a long time now and never had any problems, however if this is their idea of support I am not sure I will continue with them. It is only the thought of all the trouble involved in changing email address that has prevented me from opening a new one with a different company already.

18 Feb 2014, 09:08 AM	#6
n5bb Intergalactic Postmaster Join Date: May 2004 Location: Irving, Texas Posts: 8,927	See: Stolen accounts at FM Email sending delays... My guess is that your Fastmail password was in some way compromised. Were you using a long random password? Did you ever log in from any computer or device which might have been compromised? If your password isn't long (or if you logged in on any device or PC which had a virus) your password could be obtained by a spammer. Another method is the recent phishing emails to some Fastmail members, which falsely claimed to be from support. Fastmail will never send you an email asking you to click on a special link or reply with your login credentials. Always go directly to the Fastmail https://www.fastmail.fm website directly to log in. Bill

18 Feb 2014, 10:01 AM	#7
BritTim The "e" in e-mail Join Date: May 2003 Location: mostly in Thailand Posts: 3,093	I would just add to what Bill has said with one other point. It is very tempting to sign up for many different services with the same password, The problem is that if any of these services is compromised, an attacker may be able to use the single service to attack other services you use. For Fastmail: I think you should consider disabling sending of emails (and possibly connection from external mail clients) in this situation rather than completely disabling the account. This should provide adequate protection to Fastmail while having much less dire consequences for users. For some, this kind of total lock out for several days can be disastrous.

18 Feb 2014, 07:09 PM	#10
drew The "e" in e-mail Join Date: Jan 2006 Posts: 2,626	Webmail via this works good for me. https://www.fastmail.fm/