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Unable to login to Madasafish Account or email.

GeeDeeBee
Interested
Posts: 1
Thanks: 1
Registered: ‎03-08-2020

Unable to login to Madasafish Account or email.

Hello,

I am unable to login to my Madasafish account via the web portal and I am also unable to setup a new client on a new device with my account details.

Using the "forgotten password" link on the web portal also does not work, because when I enter my login credentials, I never receive any link to reset my PWD.

Have tried all recent PWD's in both email client and web portal without success. 

On other devices, where the email client was previously setup, there are no issues.

Any advice please as there appears to be an issue with the login details vs Server setup?

GB

3 REPLIES 3
camil
Newbie
Posts: 3
Thanks: 4
Registered: ‎05-08-2020

Re: Unable to login to Madasafish Account or email.

I also have the same problem. I have a totalise account that was taken over by madasafish and then plusnet i.e. the email address is totalise.co.uk.

On Monday (3rd Aug 2020) I could log in using the plusnet Webmail but when I tried forwarding an email it kept thinking it was spam when it was not and I had moved it to my inbox.

My email apps on my ipdat and phone were also responding the same but were saying that my password was incorrect (it was not). I also found that in the email apps I could not send an email although I could receive them.

Today (Tuesday 5th) I cannot even access my account on the plusnet webmail. It keeps stating the password is invalid.

I cannot 'chat' to an adviser as the only option is to browse the help....which is unhelpful, join the plusnet community (which I wasn't a part of and couldn't use my 'plusnet' email because I couldn't register the email!....luckily I have another email account) or make a phone call, which I suspect will cost me a fortune.

The plusnet (totalise) account is my main email account and need access to it as I'm expecting email confirmations!!!!

Although this community is a good idea I doubt I will have a response or a solution in a timely manner, especially as the originator of the post was on Monday. Plus, I need a plusnet person to say what is wrong as I don't think it is anything to do with setup as I could acess no problem previously. 

camil
Newbie
Posts: 3
Thanks: 4
Registered: ‎05-08-2020

Re: Unable to login to Madasafish Account or email.

Go to the post  'Unable to log into totalise' and @Townman has posted a solution. I tried this and it works.

Townman
Superuser
Superuser
Posts: 19,676
Thanks: 8,026
Fixes: 94
Registered: ‎22-08-2007

Re: Unable to login to Madasafish Account or email.

Reset email password

Which ISP are you with, Plusnet or one of the other / legacy vISPs?

If you are not able to login to the email address using webmail, then it is likely that your email address has been identified as being compromised and has has its password changed. Where email address passwords have been changed to protect the integrity of the service, the account password is left unchanged.

Plusnet / Force9 / FreeOnline users can only change the password on the DEFAULT email address by changing the password on the user ACCOUNT through the user portal. You can change the password on a secondary mailbox using the Manage My Mail options in the user portal.

Brightview users (Madasafish / FreeNetName / GlobalNet / IC24 / ICScotland / Dialstart / Totalise) logging into webmail should use their full email address. Use the MAAF user portal to update the password on the default email address (change the account password) and use this MAAF guide to change the password on a secondary mailbox address. If you cannot recall the account password, you will need to contact support ... because the account password change process sends an email to the mailbox you cannot now access.

DO NOT USE THE SAME PASSWORD AGAIN for that would allow the continued exploitation of the account. The new password should be cryptic and not one used before.

Note that changing the account password will change the password used for logging on to the relevant user portal. If your email service is NOT a retained legacy service (one associated with a retired internet service account), then the password required by the router to connect to the internet will be changed too. If the router is a Hub Zero or a Hub One supplied by Plusnet it should update automatically. If not, you will need to log into the router, drop the connection, change the password yourself and reconnect.

On the assumption that the email address password has been compromised, I strongly recommend that wherever you have used that email address / password combination as access credentials to services such as Amazon, Netflix, eBay etc., that you also change the passwords on those service as well.

 

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.