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Starlink’s lack of conventional buyer help choices is making life troublesome right now for brand spanking new customers affected by a bug that reset their accounts. A bunch of shoppers obtained an electronic mail from no-reply@starlink.com final night time that mentioned, “Your Starlink Account Has Been Reset. All pending orders and deposits have been refunded. You are welcome to go to Starlink.com to put a brand new order at any time utilizing the identical electronic mail tackle.”
One Ars reader who acquired the account-reset electronic mail contacted us about the issue, and lots of others are complaining in Reddit threads. Starlink’s account-recovery web page that enables customers to request password resets with an electronic mail tackle or telephone quantity hasn’t been working for them.
“When I attempt to reset my password by way of the e-mail possibility, I get the error ‘User not discovered,'” we had been informed by Adam, a Starlink buyer in Alabama who most well-liked that we not publish his final title. When Adam tried to reset his password by coming into his telephone quantity, he obtained a textual content message with a password-reset hyperlink. But that did not work, both. “After I sort in a brand new password, I get the error message ‘User disabled,'” Adam informed us.
Despite the assertion about refunds, Adam did not have any orders or deposits refunded. He activated Starlink service on November 2 however would not know if service was interrupted. “I’ve it at one other residence, and I have never been there since receiving the message,” he mentioned.
Starlink is operated by Elon Musk’s SpaceX company. We contacted SpaceX about the issue right now and can replace this text if we get any new data.
“They don’t have tech support? Just a FAQ? WTF?”
From what we have seen in Reddit threads, the bug would not seem to disable Internet service. “I put in our Starlink two days in the past, and obtained the e-mail this afternoon that my account had been reset and {that a} refund was on the best way. The Internet continues to be working in the intervening time however [I] cannot log in and submit a ticket,” one particular person wrote.
Another one who acquired the e-mail famous that they can not create a help ticket with out with the ability to log in. An individual in the identical thread wrote, “Can’t log in and if I do a password reset request it says my account would not exist. Only been utilizing Starlink for every week. It additionally seems they do not have tech help? Just a FAQ? WTF?”
Some folks had Starlink dish shipments in transit when the account-reset electronic mail arrived and had been involved about whether or not they would have the ability to activate service. “Still exhibits my Starlink package in transit so will create a brand new account with the unit if doable,” one particular person wrote.
“My spouse acquired the account reset electronic mail throughout the final couple of hours. Tried to recuperate, the location says our account is disabled. Hoping there is a decision to this as a result of we purchased this for our new home that we’re supposed to maneuver into subsequent week. We have not even taken the dish out of the field but,” one person wrote yesterday.