Login Disabled

Stephen Collins · 23 Jul 2014, 07:48 AM

Hi there

I am writing on behalf of my wife who has had a fastmail account for approx. 10 years. Four days ago her account was disabled due to a security problem and she received one email from fastmail telling her that a link to change her password had been sent to her backup emails. The problem is that this is a very old email and no longer exists (her fault I know).
She has now sent 6 tickets to fastmail support to no avail asking for other ways to prove her identity so she can access her fastmail account. Can anyone tell me if they have had similar problems and if so how did fastmail resolve this for them (if at all)! Thankyou

David · 23 Jul 2014, 10:43 AM

I would request that a moderator please move this thread to the Fastmail forums.

No need to post again Stephen. The best of luck in getting this resolved.

**CyberSmurf** · 24 Jul 2014, 08:17 PM

moderator: thread moved

Terry · 24 Jul 2014, 08:49 PM

Quote:

Originally Posted by Stephen Collins

She has now sent 6 tickets to fastmail support to no avail asking for other ways to prove her identity so she can access her fastmail account. Can anyone tell me if they have had similar problems and if so how did fastmail resolve this for them (if at all)! Thankyou

Perhaps get your wife to name some of the last 10 emails if that is possible.
They should have your credit card details from your portal surly that would state who you are and when you paid etc.
Are fastmail actually replying to her support tickets.

I suppose you have tried this https://www.fastmail.fm/help/account/icantlogin.html

John Denison · 25 Jul 2014, 01:44 AM

You're not the only one who has had this problem, Stephen. My wife email got hacked too and we haven't got a back up email address for her account. From Fastmail's none reply I taken it that the outcome for my wife's email is grim.

23 Jul 2014, 07:48 AM	#1
Stephen Collins Junior Member Join Date: Jul 2014 Posts: 1	Login Disabled Hi there I am writing on behalf of my wife who has had a fastmail account for approx. 10 years. Four days ago her account was disabled due to a security problem and she received one email from fastmail telling her that a link to change her password had been sent to her backup emails. The problem is that this is a very old email and no longer exists (her fault I know). She has now sent 6 tickets to fastmail support to no avail asking for other ways to prove her identity so she can access her fastmail account. Can anyone tell me if they have had similar problems and if so how did fastmail resolve this for them (if at all)! Thankyou

25 Jul 2014, 01:44 AM	#5
John Denison Junior Member Join Date: Jul 2014 Posts: 12	You're not the only one who has had this problem, Stephen. My wife email got hacked too and we haven't got a back up email address for her account. From Fastmail's none reply I taken it that the outcome for my wife's email is grim. Last edited by John Denison : 25 Jul 2014 at 02:12 AM.

23 Jul 2014, 10:43 AM	#2
David Ultimate Contributor Join Date: Dec 2001 Location: Canada. Posts: 10,355	I would request that a moderator please move this thread to the Fastmail forums. No need to post again Stephen. The best of luck in getting this resolved.

24 Jul 2014, 08:17 PM	#3
CyberSmurf Moderator Join Date: Nov 2001 Location: British Columbia Posts: 4,008	moderator: thread moved