account recovery

[English_Theatre]

We are an amateur theatre company. We pay Weebly for our domain name and hosting. The member of our company who set up our domain name with Weebly in january 2017 disappeared soon after that. We do not know the e-mail address he used at the time to register with Weebly, he no longer lives in the country where we live, and all attempts to contact him have been unsucessful. We do nevertheless have "contributor" access to our weebly account so we have been able to edit our website. However we cannot upgrade, we cannot receive invoices for the payments we make to Weebly (taking money without providing a commercial invoice is illegal in our country), we cannot manage our e-mail account which has led to loss of revenue, we cannot activate google services (for which we pay weebly), we cannot do mailshots nor activate paypal or other online payment services, we cannot manage our DNS settings, and we cannot obtain the auth_code to allow the transfer of our domain names to another provider.

In a word, our domain name, e-mail service and website have been hi-jacked

Has anyone alse had this problem: no access to an "owner" account after an e-mail address has been lost?

[frances_a]

Hello @English_Theatre !

And ✨WELCOME✨ to our Seller Community. It's always great to see new faces. 

We're sorry to hear about what happened with the member who set up the Weebly account. 

Ownership of a Weebly account is determined by the email address associated with said account. Whoever owns the email address, owns the Weebly account and its websites. 

We email the account owner a receipt every time they are charged for Weebly services. 

What we would recommend in this case is filling out this Account Recovery form for our team to review. It has a comments section where you can clarify your situation. 

**It's important that you log out of any Weebly account before clicking the link above. 

Once you receive a response, our customer success team can help you locate receipts from past purchases. 

Thank you. 

[English_Theatre]

Your email says "Whoever owns the email address, owns the Weebly account and its websites. ".

In other words you are saying that if an employee of Coca Cola sets up coca-cola.com for his boss and uses his personal e-mail address to create the domain name, then the following day he is run over by a bus, the Coca Cola corp does not own COCA-COLA.COM and as they do not know which email adress the now-dead employee used, they cannot access their domain name and associated website services.

The English Theatre Company is an association of which I am President, it is our association which is "owner" of ENGLISHTHEATRECOMPANY32.FR and not any individual person, and most especially not a previous member of our association who we have not seen nor heard of and have been unable to contact since 2017!!

We have now filled out the account recovery form 6 times.

After over 90 minutes on a transatlantic telephone call yesterday your support said very clearly "withpout the e-mail address originally used we cannot give you access to your owner account". We call this "deaf people speaking to each other".

We do not want to fill out an account recovery for the 7th time, we want this problem resolved immediately before making an official complaint for accepting money for providing services which are not accessible and cannot be activated, refusing to provide commercial invoices for monies received, and piracy of our domain name (theft).

Thank you for your understanding

PS: when you email the person who "owns" our account, do you get a reply? Or do you receive a "not received" alert?

[JJ_]

Hello there @English_Theatre 

Jumping on here to let you know we are looking into this for you because you have filled out the Account Recovery Form multiple times. A member of our team will be reaching out to you via email soon with more details.

[English_Theatre]

We have been trying now since August to recover our "owner" account and access services including e-mail for which you have been paid.

In reply to an e-mail from you dated 13th September (copy below) we asked you to send a site dispute request to the (mysterious) "owner" of our website and domain name,

- did you receive a reply from him/her?

- or did you receive a non delivery alert in response to this e-mail?

More recently:

- did you send a copy of the receipts of the monies we have paid to you to this "owner" with a request to foward them to us, as we again requested last week?

- if so did you receive a reply from him/her?

- or did you receive a non delivery alert in response to this e-mail?

- why has the manager who you promised would contact us during a 90 minute trans-Atlantic phone call last week not done so?

And finally, a general question, when the "owner" of an account with you disappears and no longer receives e-mails at his registered address, does it ever occur to you to go onto the connected website (in this case ENGLISHTHEATRECOMPANY32.FR) and use that website's e-mail contact link (next to the search box at the top) to send a message saying "we cannot contact the owner..."). You will see President Philip Faiers at the top of the people page (https://www.englishtheatrecompany32.fr/people.html) - this is the e-mail we use to connect and edit our website ([email protected]) and should be the one used to access the owner account also.

Begin forwarded message:

From: Weebly <[email protected]>

Subject: Re: Lost Email Account Recovery

Date: 13 September 2023 at 18:05:47 CEST

To: "[email protected]" <[email protected]>

Hi Philip, Thank you for reaching out to Square ECOM's customer success team. My name is Carlos. It will be my pleasure to assist you today.
 
I understand your concerns in regards to not having access to the domain; we can definitely help.

With the information provided, we were not able to verify ownership. We can request a site dispute and send the information to the account owner.

If this dispute is in your favor, the website can be transferred to an email address that is not connected to a Weebly or Square account, and a new account will be created.

Please let me know how you would like to proceed. I will be waiting for your reply.

Carlos D.
Square Online & Weebly Customer Success Hours of Operations: 6 AM- 6 PM PST Mon-Fri | 8 AM- 5 PM Sat-Sun

[RobynR]

Hello @English_Theatre,

Stepping in for JJ, I've reached out to the assigned rep, emphasizing the need for a prompt follow-up on your account concerns. To expedite resolution, we kindly request you to prepare to share verification details such as the last 4 digits of the card, PayPal email, and names of potential account owners.

Please be aware that this is a public platform, and we do not expect you to upload this sensitive information here.

Your patience is greatly appreciated, and we are committed to achieving a swift resolution.

[English_Theatre]

It is impossible to send you a private message, your system tell me to modify highlighted formatting in the message of which there is none (message in simple text format). So here it is

Here is the information I have already send in various forms to various support people and on several occasions:
Approximate date you originally set up the account: January 2017
Approximate time you last accessed the account: February 2017
City, state or province, and country from where you last accessed the account: Au Carrau, 32170 Ste-Dode, France.
The site name and site address for all websites you’ve created under this account: ENGLISHTHEATRECOMPANY32.FR
The name and last 4 digits of the card (or PayPal email) on file used to purchase any services in the account: paypal account: Philip Faiers  [email protected] - last 4 digits of AMEX card 8004 or 1009 also in the name Philip Faiers (please see attached receipts)
Other payments may have been from these accounts or card for domain name renewal but as we have not received any invoices or receipts from you since 2017 we cannot supply exact dates 
The IP address of the device you normally use to log in to your account (to find your device’s IP address, go to www.whatsmyip.org and include the series of numbers shown at the top of the page): 37.169.25.179 or 80.15.88.87 but my ISP regularly changes these
Any other email addresses that could possibly be associated with this account: [email protected] which you changed to [email protected] in 2017 (see attached), [email protected], [email protected] (our webmaster), [email protected] (to which you have stopped giving us access without informing us, and possibly for several years potentially causing loss of income!!!)
Any phone numbers that could possibly be associated with this account: +33608660776 or +33 (0)5 62 67 12 99 (old land line which no longer exists)
At the very least we would like a refund or some credits for future renewals and updates (we wanted, but were unable, to update to use Paypal for online ticket sales, your mailing service, google analytics and another @englishtheatrecompany32.fr email account). The anguish caused and time we have wasted to regain control of our domain name is considerable, the extra money we have had to spend by registering another domain name and hosting for our ticket sales is also entirely due to this absurd situation.

Once again I urge you to go onto our website and send an email using the "contact us" button and send the same email to the unknown person you claim is the "owner" of our domain name and website, and tell us who replies to you.

Furiously

Philip Faiers

President The English Theatre Company

[_Violet]

Hi @English_Theatre 👋 Violet here, following up for my teammates. It looks like you still need help with this, so I kept the ball rolling on your inquiry.

I am going to send you a direct message to follow up on this, so please keep an eye on your Seller Community notifications.

Thank you.