Dear Kinsta team,
We are extremely disappointed with the lack of support prior to logging into Kinsta because we can’t get into our Kinsta account. I have emailed, called (received only an automated voice), and have texted. Apparently support only happens when you are inside your account. But the problem is that we can’t get logged in.
Here is the situation:
- The email associated with our Kinsta account is a distribution list, not an email we can send emails from. This is because we need to have multiple people who have access to the emails and to maintaining our website.
- On Monday, I attempted to log into our account. I waited for the verification code to come and it never came. I requested the code 3 times.
- Tuesday morning, I discovered that the codes went to our quarantine filter. I allowed them to come through. The codes finally came but were no good as they expire every 15 minutes. I attempted to log in again. Still no codes came through.
- Wednesday morning, the codes were no in quarantine. I reached out to my IT department and they assured me that all Kinsta related emails are now allowed to pass through the quarantine and should be delivered. They said the only emails they saw on their end were the original 3 codes. They told me to contact Kinsta because it is something on their end that is not allowing the emails to send.
- I have emailed twice. Called the phone number on the website and selected all 3 options only to learn that there is no telephone support. I have texted from my personal cellphone as our office does not provide cellphones. Here I am still with no response. No help. Locked out of our accounts. If I don’t get support immediately, we will be looking for a new host. So please help.
We certainly understand cybersecurity as we also have a technology company who is SOC 2 certified. But to have no telephone support is absolutely insane.