Locked Out of AMP console, unable to reset PW, blocked from live chat unless I can sign in (stupid IMH process)

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mike h
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Today for reason(s) we are still researching I was unable to log into my AMP console.  I tried a PW reset but I am not getting a PW reset link.  I have access to what I believe might be the PW recovery email but no link?  Usual safeguards are enable (strong PW, 2FA). I learned today you cannot contact IMH live chat unless you can auth into your AMP. WOW how stupid, what happens if you can't.  A truly silly management process.  And since there have been news reports of C Panel vulnerabilities it is truly unprofessional during an active update to not have comms with IMH and then get locked out. What would Todd say about this? Or does he even care so long as it's not a financial or reputation hit? Awaiting that answer.  Email to support@, customerservice@, and feedback@ and all I received was a auto reply that said to sign in for chat.  Assistance from a responsible teammate of IMH would be appreciated.

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Carrie Smaha Senior Manager Marketing Operations
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Hello Mike,

I'm truly sorry for the experience you've had over the past couple of days. Being locked out of your account, unable to receive a password reset, and then feeling blocked from reaching someone directly is understandably frustrating. We clearly created more friction than we should have in a moment when you needed help quickly.

I also want to clarify that our support organization remains fully staffed and available 24/7. We have not replaced our teams with bots, and live support is still available. That said, in situations where account authentication is failing, it's clear we need a better escalation path that does not create a circular experience for customers trying to regain access.

The cPanel-related events over the past two weeks have generated an unusually high volume of support activity across the industry, and while that context does not excuse the experience you had, it has admittedly impacted response times and support workflows.

I genuinely appreciate you taking the time to call out the broken experience around account recovery and authentication-related support access. Feedback like this helps identify gaps that need improvement, especially for edge cases where customers cannot successfully log in.

I also want to acknowledge your comments directed toward me and our Marketing team. While I did see your outreach, Marketing is not staffed as a 24/7 support channel like our Customer Support organization, especially during weekends and holidays. That said, I completely understand why the lack of response made it feel like nobody was listening, and I apologize for that experience. If you're still experiencing issues, or if there's anything further we can do to help rebuild your confidence, please feel free to email our Director of Customer Success at [email protected] as a direct line to our organization.

Thank you,
-Carrie

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Carrie Smaha Senior Manager Marketing Operations
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Hello Mike,

I'm truly sorry for the experience you've had over the past couple of days. Being locked out of your account, unable to receive a password reset, and then feeling blocked from reaching someone directly is understandably frustrating. We clearly created more friction than we should have in a moment when you needed help quickly.

I also want to clarify that our support organization remains fully staffed and available 24/7. We have not replaced our teams with bots, and live support is still available. That said, in situations where account authentication is failing, it's clear we need a better escalation path that does not create a circular experience for customers trying to regain access.

The cPanel-related events over the past two weeks have generated an unusually high volume of support activity across the industry, and while that context does not excuse the experience you had, it has admittedly impacted response times and support workflows.

I genuinely appreciate you taking the time to call out the broken experience around account recovery and authentication-related support access. Feedback like this helps identify gaps that need improvement, especially for edge cases where customers cannot successfully log in.

I also want to acknowledge your comments directed toward me and our Marketing team. While I did see your outreach, Marketing is not staffed as a 24/7 support channel like our Customer Support organization, especially during weekends and holidays. That said, I completely understand why the lack of response made it feel like nobody was listening, and I apologize for that experience. If you're still experiencing issues, or if there's anything further we can do to help rebuild your confidence, please feel free to email our Director of Customer Success at [email protected] as a direct line to our organization.

Thank you,
-Carrie

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mike h

Update: 1030EST Sunday May 10th Yes I know its Mother's Day but the Internet Hosting Business like most others is not for the faint of heart.  DM on LinkedIn to Carrie Smaha (IMH Market lead) polite message advising our issue and can someone contact me as I cannot auth in.  ZERO RESPONSE as of this writing.  Interesting her LI indicates they hiring a new lead to take IMH to the next level!   Business 101 hint: take care of your current paying clients and they will likely reward you for good client service by referrals like us.  Four new clients to IMH this year alone.  Anxious to see who at IMH takes responsibility for this lack of support not just in words but action?  Anyone at IMH care to own this one? 

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mike h
Update: When you click on the "Need Help Logging In" link at UN and PW entry it take you to an oops (404 style) page?  Seems that @carrie smaha (marketing lead at IMH) and her team need to pay better attention to client support.  

Image 444

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mike h

Update: 1930EST - an email to Carrie Smaha (marketing at IMH), Todd Robinson (CEO), and the marketing person who sells us IMH accounts in Virginia have not received any answers. Repeated attempts to locate a means to communicate with IMH where you do not need to auth in have proven unsuccessful.  It will be interesting to hear from a responsible person at IMH why there are no accommodations for this type of issue?