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Carolyn_Griffin
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Website and email down, need some help

Aug 11, 2012 4:53 PM

Tags: #help #site_down #urgent #urgenthelp

Sorry to do this through a forum, but it's been the only way I've been able to try to get help.

 

I used to be a BC partner when I was an Internet Consultant with WSI.  I have since moved on, but a former client of mine has reached out to me because her site and email are down (structuremanagement.com)

 

Since I'm no longer a BC partner I cannot access the partner portal, and I don't have an admin login to her site anymore.  I believe her site is down because the credit card info that is used to charge her hosting has expired.  I'm not sure who WSI assigned my clients to, but no one from WSI has ever contacted her about updating her payment info.

 

I have the credit card info you need to get her site paid for and back up, but no way to get this into your system.

 

Can someone please help me and her as soon as possible?  I can be reached at 703 209 7458 or cgriffin@dispersivesolutions.com.

 

Thank you.

 

Carolyn Griffin

434 Views   5 Replies   Latest reply: CazF, Aug 12, 2012 7:23 PM
 
Replies
  • Liam Dilley
    3,982 posts
    Feb 28, 2012
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    1. Liam Dilley,
    Aug 11, 2012 12:18 PM   in reply to Carolyn_Griffin
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    Get her to log in to the admin. She will get presented with the payment form.

     
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  • Carolyn_Griffin
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    2. Carolyn_Griffin,
    Aug 11, 2012 2:59 PM   in reply to Liam Dilley
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    Liam - I have her login credentials, but when I try to login, I get the following message:

     

    ERROR: This site is currently unavailable. For more information please contact: WSI eFusion - griffin technology associates, llc.

     

    BTW, griffin technology associates, llc. is me.

     

    Can you please have another look?   I'm not getting the payment screen.

     
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  • Liam Dilley
    3,982 posts
    Feb 28, 2012
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    3. Liam Dilley,
    Aug 11, 2012 4:52 PM   in reply to Carolyn_Griffin
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    If you do not have your partner login any more you will need to contact BC.

     
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  • mario_gudelj
    1,576 posts
    Oct 13, 2010
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    4. mario_gudelj,
    Aug 12, 2012 2:24 PM   in reply to Carolyn_Griffin
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    Hi Carolyn,

     

    That site is still under your partner portal and you still have access to that partner portal if you log in with your WSI username, so you should be able to sort this out through your PP.

     

    Cheers,

     

    -mario

     
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  • CazF
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    5. CazF,
    Aug 12, 2012 7:23 PM   in reply to Carolyn_Griffin
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    Hi Carolyn,

     

    Thanks for reaching out to us regarding this.  I will contact WSI Head Office to organize transferring all sites out of your Partner Portal. This will avoid a situation like this occurring again.

     

    In the meantime, I have changed the billing for the last invoice # 438065 dated 13 Jul 12 to the Customer & emailed it to them: amanda.davidson@structuremanagement.com

    Either of their admin users (amanda.davidson@structuremanagement.com OR Donna.Bockstanz@StructureManagement.com) will be able to pay it when logging into the site admin: http://structuremanagement.wsiefusion.net/Admin

     

    Can you please ask them to contact me once they have done this as I will need to check the invoicing is being sent to the right address & company name.

     

    Here are instructions to provide them on how to contact us.  Ask them to mark their communication to: Carolyn – Accounts.  Thank you.

     

    Instructions for your customer on how to contact us:-

     

    Customer admin user - To submit a case to us  (for all Technical & Accounts support), login to your site admin > go to Help & Support & choose either > Submit a case –OR- > Chat with Support (Live Chat is not available for Accounts-related cases).

     

    I hope this assists.

     

    Regards,
    Carolyn

     
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