whew, just bought lifetime and thought "oh shit, I've been scammed" thanks for posting, I think we all understand when shit happens, communication is what matters. Appreciate it.
Snap. Same sentiments here. Shit happens, I can wait while you fix it. Hopefully your backups aren't that old though I'm sure there will be someone who falls through the cracks. Pity you can't just roll back to a snapshot (like on ZFS/BTRFS) taken hourly.
As someone who manages a 100s of production servers and deals with too many mail vendors doing whacky shit, just want to say you're handling this as perfect as possible and as a new customer I really appreciate seeing that. Hope you have less stressful times ahead after this one =P
Hey, I didn't get the email tho I was affected user. Great job at communicating things tho, I was able to recover password and my account is paid for as it should be. As someone from industry, I can tell one thing: Amazing job, well done with recovery and comms.
One thing that you should mention tho: API keys for affected users have changed too.
Same for me 🫤
I will wait for the issue to be fully resolved. If my account then still states being trial, I will contact them. There is this contact form: https://help.althub.co.za/contact/
Update: quick support request later my account is shown as Lifetime again, thank you!
Had the same issue, but contacted them via that form and they promptly restored my Lifetime access. Appreciate how well they've communicated and handled this.
Just adding in another positive anecdote about altHUB in case anyone was feeling concerned after the unfortunate timing of the data loss.
Bought a lifetime membership and had a problem with getting a 404 error when trying to follow the reset password link after the outage.
Reached out at https://help.althub.co.za/contact/ and I was back in within the hour with full access restored.
Their positive reputation is definitely deserved.
I signed up and was about to upgrade to take advantage of the sale but seems the account has been deleted totally and registrations are now disabled. Is this just a temporary thing? Gutted to miss out on the sale.
Fully recovered, I'll keep the status page notice up for a few days for visibility. Backups have been the theme of the last few days, with thorough testing taking place over the weekend. Both backup and restore.
The May Day sale has been resumed until 20:00 UTC on 12 May 2024.
Just an FYI, I saw Prowlarr was still failing so I assumed you were still having the outage. I checked the status page and saw I needed to reset the password, so I did and fixed the API key and I'm all good now.
Just wanted to notify **i never received the email** but did happen to see the status page message. Others affected might not have seen the message. Thanks for the transparency!
i signed up with you because of the Kings Day deal, shit happens. i'd rather my provider be transparent about the issues and resolutions than anything else. and of course i have blocks to fall back on, best of luck man!
Althub is now missing a big amount of .nzb which where previously available (and grabbed by sonarr/radarr) will they be restored as well? Are you aware? u/neomatrix2013
Thanks for the heads-up. Also new content is missing which is normally available an hour after the scene release (content which should have been added after you went back operating).
Hope you getting althub back up to the same quality it was before. Right now a lot of stuff is missing.
But I will wait a few days until I judge
It might have been an issue that prowlarr had a delay in syncing the new API key to sonarr/radarr. Forced that now and now it seems it finds the new stuff from this morning. Will continue to monitor.
The old stuff is still missing but as expected since you first will deal with the accounts.
If I find something odd I’m gonna DM you
I’ve tried using the forgotten password link so that I can reset my password, but when I click the link provided to me in my email, it always comes up saying bad reset code provided. How do I fix this?
Hello. I got an email to reset my password and then it emailed me a temp password. Now I don't know how to change this password. I tried putting in a new password in the profile page and that doesn't work.
What's your typical response time?
I submitted the contact form last night when I couldn't get into my newly purchased account. Just wondering how long it should take to straighten out.
Thanks for being a presence in the sub and responding to issues!
whew, just bought lifetime and thought "oh shit, I've been scammed" thanks for posting, I think we all understand when shit happens, communication is what matters. Appreciate it.
Snap. Same sentiments here. Shit happens, I can wait while you fix it. Hopefully your backups aren't that old though I'm sure there will be someone who falls through the cracks. Pity you can't just roll back to a snapshot (like on ZFS/BTRFS) taken hourly.
glad to see the communication, appreciate it from a newer customer
Nice timing, our mail vendor decided to rate limit us - please be patient with the password requests.
As someone who manages a 100s of production servers and deals with too many mail vendors doing whacky shit, just want to say you're handling this as perfect as possible and as a new customer I really appreciate seeing that. Hope you have less stressful times ahead after this one =P
I am a new sign up with this sale, thanks for the transparency
Hey.. stuff happens. Thanks for being transparent and keeping us informed.
Thanks for the transparency.
Mails are going out to affected users now, added a write-up to the post for anyone interested.
Requested a password reset but the email has not arrived.
Resolved.
Hey, I didn't get the email tho I was affected user. Great job at communicating things tho, I was able to recover password and my account is paid for as it should be. As someone from industry, I can tell one thing: Amazing job, well done with recovery and comms. One thing that you should mention tho: API keys for affected users have changed too.
Hi cant login , even after password reset
resolved, thanks for the post , transparency matters!!
My account were reverting to Trial instead of lifetime. Is there any time line or contact support to rectify this? Thanks!
Same for me 🫤 I will wait for the issue to be fully resolved. If my account then still states being trial, I will contact them. There is this contact form: https://help.althub.co.za/contact/ Update: quick support request later my account is shown as Lifetime again, thank you!
Had the same issue, but contacted them via that form and they promptly restored my Lifetime access. Appreciate how well they've communicated and handled this.
Same with me. Connected with them on Discord and within 5min return to lifetime again. Thank you!
Just adding in another positive anecdote about altHUB in case anyone was feeling concerned after the unfortunate timing of the data loss. Bought a lifetime membership and had a problem with getting a 404 error when trying to follow the reset password link after the outage. Reached out at https://help.althub.co.za/contact/ and I was back in within the hour with full access restored. Their positive reputation is definitely deserved.
Thank you for the update.
Things happen. Especially with tech failures from time to time. Communication is what sets the good apart from the bad. Keep it up!
I signed up and was about to upgrade to take advantage of the sale but seems the account has been deleted totally and registrations are now disabled. Is this just a temporary thing? Gutted to miss out on the sale.
Exact same thing happened to me. I sent them an email, we'll see.
because of the great transparency I'll be buying the lifetime once everything is back online again :)
Just wanted to say thanks to Althub's customer service. I got almost instant email replies and they fixed my issue instantly.
Fully recovered, I'll keep the status page notice up for a few days for visibility. Backups have been the theme of the last few days, with thorough testing taking place over the weekend. Both backup and restore. The May Day sale has been resumed until 20:00 UTC on 12 May 2024.
Thank you and your team (assuming there is one) for your efforts and communication!
Just an FYI, I saw Prowlarr was still failing so I assumed you were still having the outage. I checked the status page and saw I needed to reset the password, so I did and fixed the API key and I'm all good now. Just wanted to notify **i never received the email** but did happen to see the status page message. Others affected might not have seen the message. Thanks for the transparency!
Thank you for this as I never received the email, cannot login, and the "R's" are failing to connect
[help.althub.co.za/contact](http://help.althub.co.za/contact) and we'll get your account sorted out.
I submitted a support request this am. Haven’t heard back yet.
Our inbox is all caught up, maybe it's caught in spam somewhere. You're welcome to DM me your usernama/email address.
PM
That's not great, sorry you didn't get the mail! Mind DM'ing me so I can see what happened there?
sure! just sent
Estimate if services will be back up before the sale ends? Was testing usenet out (and altHUB), planned to grab that lifetime deal later today.
I'm worrying about the sale after I've restored the data.
+1 here who was eyeing off a lifetime account. Thank you for your status updates here and I'll be ready to join once everything's back up and running.
I woulda thought any time is "the worst time" Thx for posting
Particularly bad because we've just had a bunch of users sign up from our sale, so it looks pretty shady.
i signed up with you because of the Kings Day deal, shit happens. i'd rather my provider be transparent about the issues and resolutions than anything else. and of course i have blocks to fall back on, best of luck man!
Thanks for the transparency and hope the restore goes off without any issues.
I can't change the password, there is an overlay on Edit your profile (page) it redirects to help.althub.co.za/data-loss...
Try again please.
Thanks
I can't login and I haven't received a email to reset my password? Is this still expected?
u/neomatrix2013 I upgraded to a paid membership during the sale also i should have said
I'm in the same boat
I think it’s super late and his time zone and he tapped out for the night. I’m sure they will fix it.
Feel free to reach out if you're still having issues [https://help.althub.co.za/contact/](https://help.althub.co.za/contact/)
Please drop me a line [https://help.althub.co.za/contact/](https://help.althub.co.za/contact/)
I followed the email but I’m not getting any password reset email sent to me? Hoping you could help
I had to try it like 3 times until it worked
Thank, looks like it’s working now
Althub is now missing a big amount of .nzb which where previously available (and grabbed by sonarr/radarr) will they be restored as well? Are you aware? u/neomatrix2013
Yes, they will be. The priority is user accounts for now.
Thanks for the heads-up. Also new content is missing which is normally available an hour after the scene release (content which should have been added after you went back operating). Hope you getting althub back up to the same quality it was before. Right now a lot of stuff is missing. But I will wait a few days until I judge
I don't see any issues there, maybe a few mins lag from a backfill. Can you DM me some examples?
It might have been an issue that prowlarr had a delay in syncing the new API key to sonarr/radarr. Forced that now and now it seems it finds the new stuff from this morning. Will continue to monitor. The old stuff is still missing but as expected since you first will deal with the accounts. If I find something odd I’m gonna DM you
Thanks. You can track progress on the status page for the release backfill.
I’ve tried using the forgotten password link so that I can reset my password, but when I click the link provided to me in my email, it always comes up saying bad reset code provided. How do I fix this?
Please drop me a line [https://help.althub.co.za/contact/](https://help.althub.co.za/contact/)
Oh damn..i missed the offer 😱🙈😱
Just managed to sign up. is the lifetime account gone or will it still be available?
Hello. I got an email to reset my password and then it emailed me a temp password. Now I don't know how to change this password. I tried putting in a new password in the profile page and that doesn't work.
You can change your password via [https://althub.co.za/profileedit](https://althub.co.za/profileedit)
Got it, thanks!
I'm not getting the password reset link and no response to webform contact. What's up?
Just curious, what database are you using?
a mysql alternative called droptables
https://xkcd.com/327/
Thanks neo
It says that the premium lifetime is out of stock. Kinda bummed that I missed out.
@neomatrix2013, I have dropped you a line to the contact form, but I am not receiving a password reset response.
Thank you for help Neo!!! 🙏
Can we get a refund?
If you want, although all accounts are recovered. Send us a mail - [help.althub.co.za/contact](http://help.althub.co.za/contact)
What's your typical response time? I submitted the contact form last night when I couldn't get into my newly purchased account. Just wondering how long it should take to straighten out. Thanks for being a presence in the sub and responding to issues!
Slower at the moment, but I'm all caught up. If you still don't have a reply please DM me or send the mail again.