I am a college student, and I am very appreciative of this webhost, I have been using this to host my website for class assignments. As this is a public forum I would prefer to give out as little private information here as I can, and since 1 on 1 support isn’t available for free hosting accounts, I will just describe my issue here in hopes I get the attention of someone who can help me.
What I have encountered is that I used a school provided email address, this email is provided by microsoft but is hosted with the school’s domain. By default students have a prefix for the domain used for the email, but I have recently acquired a job at the college and they migrated me to an email without the prefix.
After this, I have been completely unable to access my hosting account. Emails sent to my old domain are supposed to be sent to my new email, but sending password reset requests have not gone to my new email. When I try to login to my account using either email, I get an error saying “These credentials do not match our records”. I know for certain I have the correct password as I use a password manager and have logged in with it plenty of times. I still have access to FTP for my domain though, but no way to manage my site through the admin panel.
I am currently on an account I made with my personal email to post this.
Did you verify that other emails are being forwarded correctly from your student email address to your staff email address?
But since you also wrote that you have the password stored in a password manager, I have the feeling that the email address of your account might not be the one you think it is.
Can you please share your hosting account username so I can look it up?
As the username is just my student email, and thus would be pretty directly identifying, I can give this domain, of which the index I have updated stating my proof of FTP access.
Admin didn’t mean your client area username, but the username of the hosting account itself. Depending on the age of the account, it’ll either start with “if0_” or “epiz_”.
This may sound like a cliché question, but have you already tried checking your spam folder for them, by any chance? Sometimes email providers are more likely to send messages from forwarding services to spam, and password reset emails are already held under more scrutiny.
The current email address is of the format [email protected]. I’m assuming that’s the student email, and the correct email is supposed to look like [email protected]?
I did see that an email problem was recorded for your account. Specifically, Microsoft appears to have returned the following error code in response to one of our emails:
smtp;554 5.4.14 Hop count exceeded - possible mail loop ATTR34 [BN2PEPF00004FBC.namprd04.prod.outlook.com 2025-10-22T00:45:10.478Z 08DE0D318169BFC2]
Based on this, I’m guessing that something might be wrong with your email forwarding setup.
Please ensure that the email forwarding is working correctly, and then try to request another password reset.
I will get in contact with our system administrators about this issue and will get back to you once I hear from them. I really appreciate the assistance!
After quite a bit of back and forth with our administration, it’s become clear that they had changed their policy and that it would just be easier and faster to follow HamHam’s advice. I really appreciate your guys’ help and I’m going to mark HamHam’s suggestion as the solution.