I'm new here, but definitely an old time Neopets player. I've come here to seek your advice on a topic that has become increasingly frustrating, as much of the issue is taking place outside of my hands. Any advice would be greatly appreciated!
Affected accounts: Thunderwolfcrys (main), Thunderwolfcries (side)
Status: not frozen, but both are attached to an email that is not able to receive any Neopets@neopets.com automated messages. My main's pass is lost and I cannot receive the email to regain access.
Details on why I cannot access my account:
I had recently changed my pass and unfortunately had forgotten it due to my account always being logged in. When I got logged out automatically by Neopets just 8-9 days ago, I realized that I couldn't remember my pass. I thought, "Alright I'll just have my pass sent to my email, no problem". I was, in fact, very wrong in that regard.
I requested my pass to be sent automatically to my email, which I can access perfectly fine. I waited. Nothing. Waited a whole 24 hours, still nothing. I thought I had been hacked, but when I got a grip of myself, worried like heck, I attempted to discover if there was some issue with Neopets contacting my valid (has never had a problem with Neo before) email address. I logged onto my side account, for which I thankfully remember the pass to; checked the email to make sure it was the same one tied to my main account (thunderwolfcrys). It was. Sent in a "lost username" and a "lost pass" request for my email address and both accounts. Nothing. This is when I knew it was my email being the source of the problem - not from being hacked.
I promptly sent in a help ticket for my main about requesting an email change so that I could request my password successfully. I described in the ticket that AOL had outdated my extension for my email account that had been tied to my username for a long, long time... so I was hoping to get an email change so I could request my pass successfully.
(Note: I have an incredible amount of "proof" information stored for my main, for which I have successfully proved to Neopets at least twice in the past that my account belongs to me - I do not think there will be an issue with proof, as much as it might be that they just won't provide an email change... for some odd reason)
My email service provider is AOL, and the email account I registered a long time ago, went under the extension @netscape.net. This is an extension owned by AOL Mail, and it was turning up mailer-daemon errors upon my other emails attempting to message it via the @netscape.net extension, versus the @aol.com extension. I contacted AOL support, and a kind moderator fixed it so that I could once again receive emails at the @netscape.net address. I was elated, and thought my problems were fixed!
Wrong. I requested my pass and username associated with that email, and received no messages from Neopets. I began to worry about where to go to for help, since I haven't gotten a reply to my help ticket yet... and a friend of mine said that a friend of theirs had the same issue with their AOL email a long time ago, and Neopets said that they couldn't help her at all. This was incredibly disheartening, but I am more than determined to beat the odds.
In an attempt to troubleshoot the issue, I sent a lost pass/username request for a different side account that was tied to a Gmail email address. Got the messages instantly, so there was clearly no trouble there. Then I logged into my side account tied to my troubled @netscape.net email. I changed my side account's email to my Gmail address successfully, then attempted to change it back to my @netscape.net email. After a few minutes, my side account got this neomail from TNT:
"A message you sent to [edited out]@netscape.net was not delivered. The message from the other server is 'This email address has bounced in the past'. Check http://www.neopets.com/faq.phtml to find out what you can do to fix the problem."
So they had verified my fears finally. The only thing Neopets states about emails not receiving their messages, is to "contact your email's service provider". I knew it was an AOL-side issue, so I went to support again. I am in the middle of corresponding with their support team, but they seem to be pointing the finger back at Neopets, saying that I have to ask Neopets to go to AOL's Postmaster (http://postmaster.info.aol.com/) to deal with the issue. Unfortunately, I am sure that there is little to no possible way Neopets would do that for me. I have explained this to AOL support, and am waiting on a response to see if they can do anything on their end. I am trying to remain hopeful, even though it sounds as if they're probably going to say, "Sorry we cannot help you, please contact Neopets for assistance".
This is where I open my case up to you...
I have literally no idea what to do. I have done as much correspondence with AOL as I could find available. I will continue to do so, but I'm afraid that it can only go so far. As far as dealing with Neopets, does anyone have advice on how to present this issue to staff?
Should I resend a help ticket explaining that Neopets.com has verified via neomail message that my email is bouncing their messages, and that I have received word from AOL to have them contact AOL Postmaster?
Do I send in separate help tickets for my two accounts (main and side) tied to the email that is bouncing all of Neopets' automated emails?
Do I have any hope for regaining access to my main?
These are all questions that I have been asking myself for the last 8-9 days, without answers for any of them. If you have any helpful advice or suggestions, please feel free to let me know. I am willing to go to great lengths to get my account back. My main is very important to me, and cannot bear to see it lost to a technical issue that is completely out of my hands.
Edited by Thunderwolfcrys, 20 October 2011 - 01:31 AM.