account gone

ciara_belle

i have sent THREE emails to smugmug support for this -- and there doesnt seem to be any chat box anymore -- nor any support 'heroes' around any more... this is crazy.

i had an issue w/ amazon.com payments - in that i could no longer use them since i moved from usa.... and i told them to stop bugging me about renewals of smugmug -- meanwhile i emailed smugmug WEEKS ago to find out how to transfer my renewal payment to smugmug's system. no answer.... fast foreward to yesterday - i attempt to log in - no account... ?

thousands of images missing.... not even my free amount of storage is there... my account is just GONE.

I questioned Amazon - who told me 'we closed your smugmug account' wth??? how can they do that - it was PAID IN FULL -- i responded that they were supposed to cancel the renewal and i did not authorize anything else.

My renewal is not even till tomorrow - so i should have an active account at this point ---

please fix this asap -- i cannot believe you just dumped my account after 4 years of use w/ no email or notice or anything.

account email is ciara@ciaragraphics.com
ciara.smugmug.com
my name is mary lou (not ciara)

Please respond asap on how i can get my image back....
ml

AperturePlus

Is your address http://ciaragraphics.com?

If so, I can see it.

zacHer0

Hi Mary Lou,

I'm sorry your account was closed, and I'm sorry that you aren't receiving the emails we have been sending you. Have you checked your spam folder?

Your account was closed due to the Amazon Payment failure - they should have sent you multiple emails about this.

I have opened your account back up and I am recovering the galleries now - http://ciara.smugmug.com/

Please LOG IN and SIGN UP for a new subscription TODAY. The system will close the account down automatically tonight at midnight (pacific time) if no payment is posted. I recommend paying us directly with a credit card to avoid potential future billing problems with Amazon Payments.

"not even my free amount of storage is there" - there is no "free" storage on SmugMug, sorry for the confusion. Your images are being recovered right now for the 3rd time (see emails if you can find them) and they will be finished recovering over the next hour or so.

If you have any questions please let us know!

ciara_belle

thank you for recovering them;

I still don't understand how the account got cancelled - when the renewal date is officially Tomorrow.

I will upgrade asap -- -can you tell me please can i also sell images on the Power Level Pricing -- i think i was paying for features i didn't need or use before.

I will have have my admin check in to why i am not seeing your emails --- and see if i can change the email on the smugmug account to one i know is working.

ML

zacHer0

I am not sure why it was canceled either - that would be a question for Amazon I suppose. Images can be offered for sale at the Power level but you do not earn any profits.

If you need anything else please let us know!

ciara_belle

I see - well we plan on selling for profit - -- so i've renewed at the pro level again...

i am going to change the email on the account -- since i just discovered the host that was doing my previous email was hoarding 26,000 emails (nice eh?) - that account is rarely used so i didn't realize they were "missing". If i change the email in the account settings - is that visible to customers? or just Smugmug Staff?

thanks
ml

zacHer0

26,000 wow! The internal email address is changed in the Account Settings > Me > Account page. The customer contact email is optional and can be put in the AS > Me > Profile page.

ciara_belle

thanks -- can you re-send the confirmation of payment email -- i've sifted thru the 25k of emails and didnt see it -- but 99% of those were spam so i may have accidentally deleted it in the clean up. I've changed the email on the account also.



thanks again;

zacHer0

I checked your account and the payment was accepted yesterday in our system so you are all set. There is no confirmation email for that, sorry. If you want a receipt we can send you one, just send us an email help@smugmug.com and we would be happy to forward that for you .