joskes-teddybears.freecluster.eu
When I request a lost password for account fceu_19072322 the page redirect to ‘contact support’
I can’t login, can’t connect with FTP, …
I hope somebody can help me.
Regards
Hi and welcome back! Try to reset the password through clientarea instead of vpanel’s password reset option.
I did both and always get ‘contact support’
btw freecluster.eu redirects to infinityfree.net
Regards
You should reset your password in the client area, NOT the control panel. In the client area, select your account, then the “Edit Settings / Account” button. Scroll to the password card and change the password from there.
What’s the client area link
Btw I can’t login …
Regards
The Client Area is on this link. You might remember it being on the old app subdomain instead, but anyway if you remember the email and password you used to create an account (and log in) for the first time in your life you should be able to log in there as well.
I tried there - hit the link … Well as I said … I can’t login in the client area, that’s why I’m trying to reset to a new password.
Regards
Have you tried resetting it by entering your email address?
Yes sure I did that and also it redirect to a blank page with only ‘.contact support’ on it.
If you see a page that says “contact support”, then you are not using the client area. The client NEVER tells you to contact support if there is an issue (it’s always something like “try again later”). The control panel on the other hand does.
Just to be clear, you’ll want to request a password reset for the client area. The client area can be found on https://dash.infinityfree.com (it was on https://app.infinityfree.net before). The client area is a different system from the control panel, and has a different login system with different credentials.
Regarding the account you’re referring to, it was already deleted almost two years ago after a suspension. So that’s why you cannot login to the control panel or FTP. Because the account is already deleted, there is no way to reset it’s password or regain access to it, because the account (and any files stored on it) have been deleted a long time ago.
Thank you all for helping me with trying to solve my problem. Sorry for your time …
Admin had given me the answer … account deleted after a suspension… why? …he will know what happened.
The account was suspended in late 2021 due to suspected abuse. Specifically, we believed your account was the target of a DDoS Attack.
If such a suspension happens, you can submit a ticket to get your account back or obtain a copy of your data. But I don’t see any records of such a request being submitted.
If you don’t take action after the account is suspended, then we remove the account from the servers to make room for active sites. After all, we’re a website hosting provider, not a lifetime backup hosting service. Accounts are only deleted after 60 days, which provides ample opportunity to request a review I think.
If you’re only finding out two years later, we can’t help you. We expect you to receive and read the emails we send to you. And if that email says “if you don’t do anything, your account will be deleted”, and you proceed to not do anything, then we cannot help you.
Hello,
I never got such an email not in inbox or in spam but it wasn’t created on the infinityfree server but on the freecluster.eu server. Maybe that’s the reason why … Anyway it’s gone. 
Regards
Please note that this happened in late 2021. We don’t have mail logs from then. And spam folders also generally get cleaned up automatically after some time.
No, that doesn’t matter. The username prefix doesn’t matter, as long as the account was created through us.
No problem.
B.t.w. I wasn’t complaining, just wondering …
Regards
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