Lost Nebula access

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)

Accepted Solution

  • Zyxel_Kay
    Zyxel_Kay Posts: 992  Zyxel Employee
    Zyxel Certified Network Engineer Level 2 - Nebula Zyxel Certified Network Engineer Level 2 - WLAN Zyxel Certified Network Engineer Level 2 - Switch Zyxel Certified Network Engineer Level 2 - Security
    Answer ✓

    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!

    Kay

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All Replies

  • Zyxel_Kay
    Zyxel_Kay Posts: 992  Zyxel Employee
    Zyxel Certified Network Engineer Level 2 - Nebula Zyxel Certified Network Engineer Level 2 - WLAN Zyxel Certified Network Engineer Level 2 - Switch Zyxel Certified Network Engineer Level 2 - Security

    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.

    Kay

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  • itm_support
    itm_support Posts: 2
    First Comment

    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: 992  Zyxel Employee
    Zyxel Certified Network Engineer Level 2 - Nebula Zyxel Certified Network Engineer Level 2 - WLAN Zyxel Certified Network Engineer Level 2 - Switch Zyxel Certified Network Engineer Level 2 - Security

    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.

    Kay

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    Engage in the Community, become an MVP, and win exclusive prizes! https://bit.ly/Community_MVP

  • Zyxel_Kay
    Zyxel_Kay Posts: 992  Zyxel Employee
    Zyxel Certified Network Engineer Level 2 - Nebula Zyxel Certified Network Engineer Level 2 - WLAN Zyxel Certified Network Engineer Level 2 - Switch Zyxel Certified Network Engineer Level 2 - Security
    Answer ✓

    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!

    Kay

    Be a community MVP_1920x200.jpg

    Engage in the Community, become an MVP, and win exclusive prizes! https://bit.ly/Community_MVP

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