UNABLE TO LOG IN TO BUSINESS CATALYST ADMIN SITE

Report · May 17, 2021

Hi,

I've been trying to log in to my adobe business catalyst admin site for WEEKS with no luck. It always refers me to contact "Kailynn Hollinger" about not being able to log in, which is ME. I have raised multiple "cases" about this issue and heard nothing back in WEEKS! Now, I got a notification that my site is going to be shut down in less than 7 days if I don't pay my invoice, but I CAN'T pay my invoice if I CAN'T LOG IN! PLEASE HELP!!!

https://kailynnstevens.worldsecuresystems.com/Admin

Report · May 18, 2021

This could be a few things and you really need to go to support direct for a lot of that but I can list some of the posibilities.

With BC coming close to ending life Payment is monthly only. Are you paying for the site? You may have missed some emails and the site degrade with loss of admin access then the site front end goes down when payments keep failing. Since this appears to be the case for your front end (Site disabled message) then I would think this may be the most likely.

Normally though when you login you are presented with a form to make payment.

If you have a partner account of some kind you should be able to login to here:

https://businesscatalyst.com/admin/Index.aspx
And go to your partner portal or another site and then view the billing info etc there.

If it was one of the creative cloud sites I know of a few people with a few issues around those so you really just need to get Adobe BC support directly.

Are you migrating the site or know you need to migrate the site by the way?

Report · May 18, 2021

Hi Liam,

Thanks for your response. I did miss some emails about missing payments which is why I was trying to make the payment when I recieved an email saying I had less than 7 days before my site is deleted. I tried accessing my partner portal through that link, as well as the one to my exact partner portal that was provided in the email I recieved. That is where I ran into issues of not being able to log in.

I am working on getting the site migrated since I know the end of life for BC is coming up in September. I just wasn't quite ready yet, so wanting to keep my site up until I can finish that transisition.

I did receive responses to the 3 tickets I submitted now, so it sounds like they are going to fix some things on their end since there is nothing I can do to fix this issue on my end.

Thank you.
Kailynn

Report · May 18, 2021

Hi Kailynn,

I've identified your ticket submitted to us and responded with specific details and instructions to it.

I'll be waiting for your response to the ticket.

Regards,

Diana - BC Accounts Support

Report · May 18, 2021

Hi Diana,

I saw the response to my ticket in my email. Do I just email back my response I assume? I can't seem to find any other way to respond to it here, so I will do that. All that you said in response to my ticket sounded just fine though. Whatever helps to resolve the issue and since it's only something you can solve on your end, I am happy to get that process sorted and started by you.

Thank you

Report · May 18, 2021

Hi Kailynn,

I've fixed the user setup on the 2 partner portals you have. You should now see the payment screen when you login to the site admin area with your main user.

Hope this helps!

Regards,

Diana

Report · May 24, 2021

Hi Diana,

I responded to 2 out of the 3 different tickets in regards to this update, but heard nothing back. When I went to log in I found that my site was prematurely deleted already so I was never given the opportunity to pay my invoice to reactivate my website. I am very upset that this happened, since I did everything I could on my end to be able to log in and pay my invoice. When I finally had this resolved by you and got to log in, I then discovered my site was already deleted before the 20th, when it was set to be deleted if invoice went unpaid. Now I am left unsure of what to do. Unless you can recover my website, then my issue was never really solved...

Report · May 24, 2021

Hi Diana,

I responded to 2 out of the 3 different tickets in regards to this update, but heard nothing back. When I went to log in I found that my site was prematurely deleted already so I was never given the opportunity to pay my invoice to reactivate my website. I am very upset that this happened, since I did everything I could on my end to be able to log in and pay my invoice. When I finally had this resolved by you and got to log in, I then discovered my site was already deleted before the 20th, when it was set to be deleted if invoice went unpaid. Now I am left unsure of what to do. Unless you can recover my website, then my issue was never really solved...

Report · May 25, 2021

Hi Kailynn,

Our engineering team managed to restore the site.

So in order the re-enable the site, please login to the site admin area with partner user and you should see the payment screen.
Please confirm it worked.

Thanks,
Diana

Report · May 18, 2021

I have emailed back to two of the different tickets. Let me know if you have trouble seeing either of the responses. Thank you.