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New Support Help Desk


Junior
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Overnight on February 14, we brought our NEW (and improved) Support Desk online!

 

You will notice that you will again have to sign up for this new desk, but everything will be automated, and this new Support Desk will help resolve your issues much faster than in the past.

 

Please remember, however, that in order for us to expidite your help ticket, we MUST have the following 3 important items of information:

 

(1) Your Domain Name

(2) Your Log In to cPanel

(3) Your Password

 

We cannot access your web site without these three items, and if you fail to list them in the inital Support Desk ticket, then resolution to your help request will be delayed, because we will have to get back in touch with you, and ask for this information.

 

Also, when we reply to your request, we may or may not close the ticket. If we do close the ticket, we do so because we feel that we have resolved your issue. If you find that we have not, simply reopen this closed ticket, and we will continue with the issue. By us closing the ticket, this does not mean that we are finished with your request. All you have to do is let us know that the issue still exists. If we don't close the tickets that we feel we have finished, the Support Desk would be cluttered up with tickets on "Hold", and new tickets would get lost in the shuffle. Also, if we put your ticket on hold, pending more information from you, and you see that the issue has been resolved, please come back and CLOSE your ticket.

 

We want to provide you with the BEST customer service possible. Our techs work hard and long hours to keep your problems to a bare minimum, however, we do ask your help in the Support Desk ticket sumbissions.

 

As always, we appreciate you choosing TotalChoice Hosting as your web host. We understand that Choice does matter, and are thankful that you have selected us.

 

If you have any particular issue, or a suggestion, you can always send it to me in an email to: tony@totalchoicehosting.com.

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Tony,

 

I got my email last night, and logged on to the new and improved support site. It all works great.

 

One word of caution to everyone: when you click on the link in the email you receive from TCH, it opens up a browser window which asks you for your cpanel userid and email address. After entering it, a message displays saying that an email with a generated temporary password will be sent to you shortly.

 

Be sure to then close that browser window at that point.

 

Otherwise when the generated reply email comes from TCH, and you click on the link, it may redisplay the current browser window and you may get confused as to where you are or what you need to do!

 

kw

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I hate to rain on the good natured parade, but I seem to be having some troubles with this. I clicked the link from the first e-mail, and put in my login and e-mail address. Then when I clicked the link from the second e-mail I got the message:

 

"Verification Error - Record Missing Password Or Key"

 

Then if I click the log on link, it says the same message as above.

 

Help please? :rolleyes:

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Alright I found a solution to my problem! I just had to clear out my cookies, then went to the page again, logged in, and everything was okay after that.  Hope that helps if anybody runs into the same problem I had.

When I went to IE browser

tools/internet options/

general/temp internet files/delete cookies

it worked, and did not delete my normal cookies.

Thanks, :D

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  • 2 weeks later...

GRR another help desk. Why do u guys keep changing it? I have now signed back up at least 3 times and it is getting annoying.

 

I tried to sign up with the help desk and the stupid thing thinks that I want to place a order. This is getting to me. Somebody contact me somehow I need to renew my stupid domain & my home address cuz I moved into my own house. twisted99us@hotmail.com

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Twisted,

 

We're sorry that you're having problems with the new helpdesk. When the new help desk was brought online, you should have received an email with a username and password to access it.

 

If you did not receive such an email or the instructions did not work for you, then please PM me by clicking the PM button below my response here and I will personally see to it that you can access the helpdesk today.

 

As to your question of why we keep changing it: we are constantly trying to provide our clients with the best possible services, options and solutions. The new helpdesk has a billing frontend built into it to provide you with access to more functionality and control over your own account. We thought that this was an important feature to provide based on the number of Billing accounts related questions/tickets being submitted to the helpdesk.

 

Lianna

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I never received an email for the new Helpdesk. How would I go about getting access to it?

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OK... I just signed up and got my welcome letter with my username and password, etc. and I am getting confused. :D A couple of things:

 

1.) I tried to go in and sign up for the Support help desk but I keep getting the error: "Sorry, login to the client area failed as you specified an Invalid Password". :P I am using the password and username from the welcome letter.

 

 

2.) I tried to access my Cpanel and the browser says it can not find it. :(

 

3.) I am also attempting to transfer my domain over to TotalChoice, but I have run into a snag as my server/registerer has not updated my contact email on the domain information. It is registered through them to Network Solutions and I have written both this morning awaiting replies as to how to change the contact email. Would this be affecting the above mentioned problems and will it affect my being able to upload files to www.syzzygy.com hosted by TotalChoice?

 

Is it just too soon to try to do anything? :)

 

Also, a suggestion... I don't see a direct link on this forum to the home page of Total Choice. Wouldn't that make it easier to get back to the help desk and other important areas?

 

TIA,

 

Dabs... :)

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OK... I just signed up and got my welcome letter with my username and password, etc. and I am getting confused. :D A couple of things:

 

1.) I tried to go in and sign up for the Support help desk but I keep getting the error: "Sorry, login to the client area failed as you specified an Invalid Password". :( I am using the password and username from the welcome letter.

 

 

2.) I tried to access my Cpanel and the browser says it can not find it. :(

 

3.) I am also attempting to transfer my domain over to TotalChoice, but I have run into a snag as my server/registerer has not updated my contact email on the domain information. It is registered through them to Network Solutions and I have written both this morning awaiting replies as to how to change the contact email. Would this be affecting the above mentioned problems and will it affect my being able to upload files to www.syzzygy.com hosted by TotalChoice?

 

Is it just too soon to try to do anything? :)

 

Also, a suggestion... I don't see a direct link on this forum to the home page of Total Choice. Wouldn't that make it easier to get back to the help desk and other important areas?

 

TIA,

 

Dabs... :P

Update:

 

I got into the Support Desk, but still no access to the Cpanel... the browser can't find it.

 

Dabs... :)

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Hi, Dabs!

 

You can access your cPanel via the IP address given in your welcome email. Something like:

 

You can upload your site anytime by using the ip address and your username. Then you can view your site via:

replacing 123.123.123.123 with the IP address given in your letter and replacing username with YOUR username.

 

Until you are able to access your domain name and update its name servers to those given in the email, you'll not be able to view your site via domain name, nor will email work that you setup via cpanel. Once you have made the necessary Name Server changes to you your domain, it will take 24-48 hours typically for the propagation of those changes throughout the internet. THEN you'll be able to access your site via domain name.

 

BTW: Welcome Home!

Lianna

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The EASIEST and fastest way to get Network Solutions to update your email address is to call them on the phone. They have a 24 hour toll free number to get this done.

 

Be prepared...they will want you to fax a form, and a copy of your drivers license to get this accomplished. I went thru this with several domain names I was transferring away from them....they are the WORST registrar I have ever dealt with.

 

However, calling them will get this done alot faster than waiting on email.....been there, done that.

 

Good luck! :D

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The EASIEST and fastest way to get Network Solutions to update your email address is to call them on the phone. They have a 24 hour toll free number to get this done.

Hmmm.... this is never easy is it!? OK... since my host company is also the registrater I am waiting to hear back from them. They should either do this for me or provide me with a way to make these changes, correct???

 

I have another domain host with this same company BUT was registered through another. I still have access to that control panel with the registrater to change any information, contact info, etc. I am hoping to be able to transfer and set up this one with TOTALCHOICE, but my question now is this:

 

I am paying for hosting of syzzygy.com monthly, but if I can not transfer it to TC, then can I setup a new domain and host it instead in syzzygy's place without having to pay an additional 8.95?

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You may change the name of the domain being hosted here in your account. It will not cost you anything to do that.

 

So, easy way out says, you dump the domain that you're fighting it out with now and buy a new one for 10.95$ if it's not that big a deal to you. Then give us a helpdesk ticket with the change info (from domainname1 to domainname2) and we'll get you fixed up.

 

That way, you can dump the old host, domain and all before the end of the month.

 

You're call. How important is it to you to keep your existing domain name?

 

Lianna

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Yup, sure will. As soon as the helpdesk ticket is addressed, then you can access the cpanel for your new domain name using the same ip address (unless otherwise told in your HD response by tech support), and the username and pass that you requested.

 

Then set your domain name's DNS to the those given to you and hurry up and wait.

 

:(

Li

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Thanks Lianna, I think we are through this part of it now! When you don't deal with this aspect (me not you!) it boggles the mind! I'll get through this one and then transfer my other domain in the next week or so. I appreciate everyone's help and patience! :(

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I have run into a problem which I have a help ticket in for. Support did change the syzzygy.com account over to desertduckflyers.com, but when I requested that the username be changed I was told that only the password could be changed. When I log into my cpanel for example under mail managment it shows my main account/login as syzzygy and some other login's are syzzygy as well. This poses two problems:

 

1st.) I can not send/receive emails between syzzygy.com (still hosted elsewhere) and desertduckflyers.com (hosted here). I get errors that I detailed in the help ticket. I may keep this domain and if so, I will be transferring it over to TC once the admin contact straighten out, which should be soon.

 

2.) It is very confusing to me to have syzzygy anywhere on desertduckflyers.com account. :(

 

I am waiting to hear from support, but another question arises in my mind:

 

I would like to have the same "username and password" for certain areas of TotalChoice, the help desk, the Cpanel, to FTP (in this case with Frontpage) for each domain that I have with you. Is this possible?

 

Also, is it correct to assume that when I do get the syzzygy.com admin contact straightened out that I can continue with the existing transfer I started and not request a new transfer?

 

TIA

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Dabs,

 

A reseller account does not actually consolidate cpanels for you. You would still have a cpanel for each domain hosted. There is a single panel for managing other aspects of those 2-3 domains called Web Host Manager (WHM). But it does not substitute the cpanel or replace it.

 

Lianna

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