Lost Nebula access

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itm_support
itm_support Posts: 2
First Comment
edited July 17 in Nebula
Hello, we lost our Nebula access, today both browser and mobile Nebula apps show only welcome screen. Our organizations and sites are gone. How to solve this and regain access?

(Message to Zyxel_CSO sent, please feel free to delete this post, I can't see how to delete it myself)

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  • Zyxel_Kay
    Zyxel_Kay Posts: 714  Zyxel Employee
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    Hi @itm_support

    Thank you for reaching out.

    Could you please provide us with the names of your organization and site? This information will help us investigate the issue further.

    Additionally, could you let us know if you made any changes to your Nebula organization recently, such as updating the email address or any other modifications? This could help us understand the cause of the issue.

    Share yours now! https://bit.ly/4aO0BMF

    Kay

  • itm_support
    itm_support Posts: 2
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    Hello, thanks for your reply. We have opened support ticket, see

    https://support.zyxel.eu/hc/requests/444495

    (This is my first usage of ZyXEL Community or Support, so I was not sure what is the correct way to report this kind of problems, sorry for duplicate messages. VK)

  • Zyxel_Kay
    Zyxel_Kay Posts: 714  Zyxel Employee
    First Anniversary 10 Comments Friend Collector First Answer
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    Hi @itm_support

    Thank you for providing the ticket information.

    After reviewing your account in our backend system, we identified that your account email was changed on July 2nd. It appears there's an issue with your account that we are currently addressing. Once resolved, we will notify you promptly.

    Thank you for your patience.

    Share yours now! https://bit.ly/4aO0BMF

    Kay

  • Zyxel_Kay
    Zyxel_Kay Posts: 714  Zyxel Employee
    First Anniversary 10 Comments Friend Collector First Answer
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    Hi @itm_support

    We have resolved your issue. We apologize for any inconvenience caused. Please sign in to your Zyxel Account to check the status of your Nebula CC. If you require further assistance, please don't hesitate to contact us.

    Thank you!

    Share yours now! https://bit.ly/4aO0BMF

    Kay

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