Thread: Locked out of Account Portal by Hostgator and Account Suspended

Good day,

We have had a Reseller Account with Hostgator since 2008 and in June 2024 we signed up for their Linux Value Dedicated Server account and the migration took longer than we had anticipated and we ended up not using the Linux Value Dedicated; Instead we signed up for their new NVMe 32 Value Dedicated Server on the 17th September 2024. We completed migration of our accounts (30+ domains) on the 4th October 2024. After a week we asked them to cancel the Reseller Diamond package because all our accounts have been moved to the Dedicated Server. However, they advised us that we just need to disable Automatic Renewal on the Reseller Diamond, which we did.

On the 12th October we got an email confirming renewal of our Dedicated Server and everything was nice and dandy. However, on the 15th October 2024, we got an email that the Account Has been Suspended without giving any further details.

We have been having back and forth chat with their Live Chat Assistants since then but the only response we get is the robotic response of "I have added priority to your case. I'm sorry for the delayed response from our admins.... I will make sure they get back to you within 24 hours." Last night I managed to get through them via telephone and I was getting exactly the same response. However, the guy (Patrick) whom I spoke to said there has been a fraudulent refund processed on my account but he couldn't provide any further details beyond that except to say their admins will contact me within 24 hours and to date they haven't.

We are at a point where I have no idea how to get Hostgator to restore access to our account. Our clients haven't had access to their emails for more than 7 days now, we have run out of explanations to give them at this point.

Please if anyone knows an alternative way to get through to Hostgator admins or any representative from Hostgator or resolve this issue, please help.

Unfortunately, when it comes to matters like this with Hostgator, there isn't much our members can do to help. I hope you have remote backups.

If it were me, I'd be following up with the payment provider that you paid with, to see if you can fix the "fraudulent refund processed" problem yourself. A long shot, but there is a slight chance that this might solve Hostgator's problem for you.

Originally Posted by jonburnaby

If it were me, I'd be following up with the payment provider that you paid with, to see if you can fix the "fraudulent refund processed" problem yourself. A long shot, but there is a slight chance that this might solve Hostgator's problem for you.

I have lodged a query with the Credit Card company from which the payment was processed. I'm waiting for their feedback. My biggest worry though, is the total blackout of communication from Hostgator.

After 7 days you really need to be getting a new server spun up with another provider and get your remote backups restored. With only ~30 accounts to restore you should be back up and running very quickly. Your new provider will most likely be able to do the restoration for you if you go for a managed service and give them access to your backups.

Do you have backups of the cPanel accounts?". The important thing is to restore the service to the clients using the backups.

Ugh, I feel your pain with HostGator. It’s so frustrating when support just keeps circling back with “wait for the admins.” Have you tried reaching out on their social media?

Hey,

I am sorry you are experiencing this, I strongly suggest you to immediately open a case using the BBB (Better business Bureau) against HostGator Parent company, Endurance International Group.
Upload all necessary evidence of their replies and demand a settlement

The Bureau does not have much power but companies tend to reply there.

Best of luck

Hope you get this resolved. I'd be implementing your disaster recovery plan and restoring from your self managed backups.

In future get the hell off any EIG brand. They are renown for pulling these stunts, are uncontactable, staff are powerless and everyday going further down the toilet.
If I was your clients I'd be boiling after 24 hours downtime.

Agree with the above, spend some money and raise this legally within the US.
Do not count for drones in Mangalore doing the needful any time soon, even with your Dimond Priority status.