Step 4: Check your e-mail
- Our engineers will be notified of your issue and will respond to your e-mail within one business day.
-
If you do not get an e-mail from us within two business
days, please follow this instruction to request a change to your primary, contact email address:
If you have followed the
instruction
to contact DH2.net Customer Care and have not gotten a response or
reply from us after two business days (in most cases, we reply
within four hours during business days and within 12 hours
during non-business days), it is very likely that your primary email
address on our record has problem receiving our support emails. To
remedy the situation, you need to provide us with an alternate email
address so that we can change the primary email address contact for
your DH2.net account to ensure our support emails reach you and your
emails reach us as well.
Please re-submit your ticket after you have carried out the
necessary actions (such as: requesting an update to your primary
email address on our record and/or white-listing our support mail
servers).
Actions REQUIRED by you:
-------------------------
1. Request a change to your primary email address in DH2.net
member
area:
Please select "Billing -- Primary Email Address Update" from the
drop-down menu once you have gotten to the Contact Support
interface.
2. If you're using white-listing in your spam filters, you need to
white-list both dh2.net and liveperson.net as those are where
support emails coming from. Please also make sure your primary
email account is not over quota (although Yahoo's, Gmail's, and
Hotmail's offer more than enough disk quota nowadays, email accounts
offered by other ISPs may still have very limited disk quota, such
as bngwireless.com's.)
3. Wait for a confirmation email from us which indicates your
primary email address has been updated. That confirmation email
will be sent to the new, primary email address you have provided us
with in step 1. Please make sure you check the
SPAM/Trash folder of the new email address account as well as the
confirmation email might be tagged as SPAM as it arrives your
inbox. Go to step 1 and repeat the process with a
different, working email address if you do not get the confirmation
email within one business day.
4. Re-submit your original support request in DH2.net
member
area.
-
You can click on the "Forgot your password" link on
the
member area login page to have a new password email to
you. Please make sure you check the SPAM/Trash
folder of your email address account as well as the confirmation
email might be tagged as SPAM as it arrives your inbox.
If you have forgotten the email address or you no longer have
access to that email address for logging in to DH2.net member
area, please fax us two pieces of ID with at least one of them
contains a photo of yours to the following number to request a
change to your primary email address: (425) 786-2012. Please
include the domain name of your hosting package and your new,
primary email address on the fax.
If you're using white-listing in your spam filters, you need to
white-list both dh2.net and liveperson.net as those are where
support emails coming from. Please also make sure your new,
primary email account is not over quota (although Yahoo's,
Gmail's, and Hotmail's offer more than enough disk quota
nowadays, email accounts offered by other ISPs may still have
very limited disk quota, such as bngwireless.com's.)
After you have faxed us the details, wait for a confirmation
email from us which indicates your primary email address has
been updated. That confirmation email will be sent to the new,
primary email address you have provided us with.
Please make sure you check the SPAM/Trash folder of
the new email address account as well as the confirmation email
might be tagged as SPAM as it arrives your inbox.
Repeat the fax process with a different, working email address
if you do not get the confirmation email within one business
day.
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