I am unable to log in to my Weebly accounts, and my sites are showing as down!!!

[Julie24]

I can log into Square, but then it fails when it tries to access Weebly. I have tried multiple browsers and computers. My sites are showing as down. For instance: www.givete.org.

Please help ASAP!

Julie

[DinaLRosenberg]

how do you typically log into your website? Is it via square online? 

[Julie24]

And because I can't log on on the desktop browser, I cannot access phone support! I don't know what to do. 

[DinaLRosenberg]

You cannot log in to square at all via desktop?

[Julie24]

I can log into square, but then when it kicks me over to Weebly it goes back to the log on page. So, I can access just Square, but not Weebly, on the Desktop browser.

[DinaLRosenberg]

When you click here- what happens?

[Julie24]

When I click that, it appears to "fail" and brings me to the login page for weebly.

[DinaLRosenberg]

I would take screen shots and call the regular square 800# and have them route you appropriately.

[Julie24]

The other thing is, the same thing happens with an independent Square/Weebly account I have that is an admin of one of my sites. I don't understand. I can try calling the general Square number later.

[MayaP · Accepted solution]

Hey @Julie24, for this issue it is best as @DinaLRosenberg mentioned to contact our support team to investigate this further. You can reach them at 1-855-700-6000 or squ.re/contactsqsupport.If you run need anything else let me know! 

[Julie24]

I am on the line now. It appears they lost everything -- all the content from my business websites, everything. They have no record of my accounts having service -- they say i don't have a plan even though I renewed both sites as Pro sites in September and December. I am SOOOOOO angry and I don't know what to do. These are business sites.

[Julie24]

MayaP, apparently my account was deactivated, but they don't know why. I didn't receive any notification about the deactivation. I am devastated -- these are business sites that I run.

Can you help reinstate my account?

[JJ_]

Hello there @Julie24 

Stepping in to help with this one. We have limited visibility on things here, but I would like to take a closer look at this for you.  Would you mind sharing a list of your websites, so I can reach out to our product team and provide you with any details?

[Julie24]

Thank you. The Weebly/Square team was able to reinstate my account and sites. Apparently, their automated system mistakenly flagged one of my sites as breaking Weebly's terms and conditions. They went in and confirmed that it was a mistake and there was nothing wrong with my sites. It was a very stressful experience, with my sites down for nearly a day, but hopefully it won't happen again. I am relieved and appreciate those in this community directing me to the customer service line -- I couldn't figure out how to do that without access to my Weebly account.

[JJ_]

I am glad to hear this, @Julie24

[Julie24]

Yes, via Square. I have had my account for over a decade though, so I used to log on directly through weebly. I tried the app, and I can log on, but only some of the content is there and it doesn't seem stable. Meanwhile, my websites are not online since midday yesterday, which is a major problem

[Julie24]

For instance, on the app, it lists my sites, but they are listed as "free" and "unpublished" and the content is missing from the sites if I click on them. 

[Julie24]

Yes, via Square. I have had my account for over a decade though, so I used to log on directly through weebly. I tried the app, and I can log on, but only some of the content is there and it doesn't seem stable. Meanwhile, my websites are not online since midday yesterday, which is a major problem.