STONE CASTLE CUSTOMER SERVICE AND HELP

Stone Castle believe in giving the very best possible customer service. When you joined our web sites you will have been given all the information needed to cancel or amend your membership or to sort any password problems. You may have mislaid that information so we hope that you will find the information you require below. If you still can’t resolve an issue please contact us by opening a support ticket.


To enable us to help you as quickly as possible please include the following details with your ticket:

Your ccBill User Name and Password and the last time you successfully entered the site.

IF YOU DO NOT RECIEVE AN AUTOMATED EMAIL ACKNOWLEDGING YOUR REQUEST THEN YOUR SYSTEM IS BLOCKING EMAILS FROM OUR SYSTEM. YOU MUST BE ABLE TO RECEIVE EMAILS FROM STONE-CASTLE.NET
Hotmail and AOL can sometimes block emails from STONE-CASTLE.NET.
It is your responsibility to use an email service, such as Gmail, that accepts our emails.

Knowledgebase
Stone Castle (Spain) Customer Support System > Stone Castle (Spain) Support System > Knowledgebase

Reasons Why Your Member's Access May Be Be Blocked

Solution

At times your access to the member's area may be blocked by our security software because either:

  1. You have logged into the site using too many IP addresses. This can be a sign that your user details have been compromised and posted on password sharing sites. We will not automatically restore access without a help ticket being requested by the  client. 

  2. The use of proxy servers to enter the member's area is prohibited and use of such services will result in an account being blocked. 
  3. You have failed to log in to the site too many times. This could be because you have forgotten your password but it can also be a sign of a possible dictionary attack on the site. No action will be taken to automatically restore access from the blocked IP addresses unless you open a support request and provide details of your membership subscription.

  4. You have exceeded the daily download limit (currently 5GB) for each site. We will restore access usually within 24 hours.
  5. You are using download manager software that makes multiple concurrent logins to download several films at the same time. The use of such software is prohibited on this site.

Please open a help request if you think that your account has been incorrectly blocked.

 

 

Article details
Article ID: 4
Category: Knowledgebase

 
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