Account Service & Contact Support & Trust restored

  • O.P.

    (@kolobrama)


    1 week ago

    Already sent three messages (email and in WP MAIL SMTP Form) during two days as I try to reach out for their support which I need urgently: I am setting my website and its email service. 

    Suddenly I am caught in a situation when I am cut off my WP Mail SMTP account:

    • When I attempt to log in, the system does not recognize my credentials.
    • I tried the “Forgot Password” option, but No reset email has arrived in my inbox ever since.
    • There is no reset link sent to my former email address either.

    I updated my account email address and password around two months ago, and I suspect these changes may not have been saved correctly in their system.

    I disconnected the plugin from my former domain/hosting provider, trying to assist in proper connection. No changes. I need to activate my Pro Licence on a new site and this requires the Licence Key which I am currently blocked of. Chatbot is useless in the situation. I wait a few more hours and if there is no change coming, I drop them off as my email provider. Not reliable.

    Update on Dec. 12/2025: I officially declare that the issue has been resolved in full, and the mutual agreement and trust restored. Thank you.

    • This topic was modified 1 day, 15 hours ago by O.P..
    • This topic was modified 1 day, 15 hours ago by O.P..
    • This topic was modified 1 day, 15 hours ago by O.P..
Viewing 2 replies - 1 through 2 (of 2 total)
  • Plugin Support Patrick

    (@paddyam)

    4 days, 6 hours ago

    Hi @kolobrama,

    Thank you for sharing all these details, and I’m truly sorry for the inconvenience you’ve experienced. I completely understand how disruptive this feels, and please know we’re committed to helping you resolve this quickly.

    After reviewing your account, we noticed that the email address currently associated with it isn’t able to receive messages. This explains why password reset emails and support replies haven’t been arriving. It looks like the email that was added isn’t valid, so unfortunately, those messages could never reach you.

    To move forward, could you please double‑check the email address you’d like to use and share it with us via our support channel? Once we have a valid address confirmed, we’ll update your account and restore access so you can activate your Pro license key on your new site.

    We’ll be glad to help get this fixed as soon as we hear back from you.

    Kind regards.

    Thread Starter O.P.

    (@kolobrama)

    1 day, 15 hours ago

    Hello Patrick,

    Thanks for reaching out to me with all your kind responses – here as well:)

    Yes, the issue has been resolved in full and I regained my access to everything I need – thanks for fixing all the loose ends and stabilising the situation in general.

    I am glad to remain the WP Mail SMTP happy subscriber and look forward to work side-by-side with the Team for years to come.

    With my kind wishes,

    Olga.

Viewing 2 replies - 1 through 2 (of 2 total)

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