Symptoms
- I cannot login to https://support.plesk.com portal
- There is no any email received after using "Forgot Password" option at https://sso.idm.plesk.com/
Cause
On Thursday, March 30th we updated Single Sign-On identity provider for our ticket system https://support.plesk.com. User's accounts do not exist in the new Single Sign-On until they successfully log in at support.plesk.com with current https://platform360.io/ credentials respectively.
If you cannot login to https://support.plesk.com, likely means that account was not transferred yet.
Resolution
If you having troubles logging to https://support.plesk.com please make sure to follow below steps:
- Reset password on old Single Sign-On identity https://platform360.io/auth/login/reset-password
- Optional: please make sure that under https://platform360.io/ > Personal Profile you have your "Name" specified, otherwise account might be transferred as "Unknown User"
- Once it is done, login using this new password to https://support.plesk.com, at this point it will be needed to validate the email address again, you should receive a verification email.
- At this point account will be migrated into the new Single Sign-On system.
Note: If you encounter any unexpected issues please submit a request using form on this page: https://www.plesk.com/contact-us/
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