This weekend one of our cPanel servers failed and we were unable to restore normal service within a reasonable time. As such, we made the decision to migrate users on the failed server over to our new Plesk based web hosting platform far ahead of schedule meaning we couldn't notify users beforehand to warn them of potential email password issues.

This morning we discovered that after the migration, email inboxes are inaccessible without resetting your inbox's password. No emails have gone missing, but calendar entries and contacts might have. We will attempt to restore missing data as soon as possible, but please note that as we do not currently officially support the usage of on-server contacts and calendars there is no guarantee we will be able to restore them. Most of our customers use Microsoft Outlook or something similar to handle contacts so will be unaffected.

In order to reset your password, please follow this knowledgebase article: https://www.smallbusiness.host/clients/index.php?rp=/knowledgebase/111/Resetting-An-Email-Password.html 

An announcement about the new platform, which is something that's been in the pipeline for about 6 months, will be made soon.


Update:

Should you be unable to log into the portal required to reset your email passwords, please use the contact form (https://www.smallbusiness.host/#contact) to get in touch and provide an alternate email address we can use to let you log into the Client Management Portal.

You must include the following details in order for us to verify that you are the person in question:

  • Last invoice date, price, and payment method (including payment date if paid by BACS, or last 4 digits of card if paid by card)
    and:
  • The name, phone number, and email address of the account holder.


Sunday, August 25, 2019

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