Symptoms
- I cannot login to https://support.plesk.com portal
- There is no any email received after using "Forgot Password" option at https://sso.idm.plesk.com/
Cause
On Thursday, March 30th we updated Single Sign-On identity provider for our ticket system https://support.plesk.com. User's accounts do not exist in the new Single Sign-On until they successfully log in at support.plesk.com with current https://platform360.io/ credentials respectively.
If you cannot login to https://support.plesk.com, likely means that account was not transferred yet.
Resolution
If you having troubles logging to https://support.plesk.com please make sure to follow below steps:
- Reset password on old Single Sign-On identity https://platform360.io/auth/login/reset-password
- Optional: please make sure that under https://platform360.io/ > Personal Profile you have your "Name" specified, otherwise account might be transferred as "Unknown User"
- Once it is done, login using this new password to https://support.plesk.com, at this point it will be needed to validate the email address again, you should receive a verification email.
- At this point account will be migrated into the new Single Sign-On system.
If you encounter any unexpected issues please open a support ticket and we will be happy to assist. If you are unable to log in to submit a ticket you can open a chat with our Customer Service team by opening http://platform360.io and selecting 'Chat' in the lower right-hand corner or contact us using web form for Licensing and Purchase support.
Comments
4 comments
There needs to be another way to reach support BESIDES logging in - ANSWER THE DAMN PHONE!!!
I still cannot gain access so please call me.
I finally got access on my own - you folks need to provide another way to gain access to support!
I've used different email addresses for support.plesk.com and platform360.com, so now it seems I've lost all my article subscriptions and all history from support.plesk.com. What a hassle, getting notifications for updated Plesk support articles was really useful... but now I've lost access. :-(
Is there a way to merge accounts or recover my old account? The address I used for support.plesk.com isn't registered on platform360.com, so what can I do???
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