Can't sign in
Sheernox services each have their own sign-in. Changing the password for one does not change the others, so first make sure you are using the right one.
| Where | Address | Sign in with |
|---|---|---|
| Client portal (invoices, orders, tickets) | my.sheernox.com | Your account email address and portal password |
| Control panel (websites, email, DNS) | ecp.sheernox.com | Your email address and control panel password |
| Webmail | webmail.sheernox.com | The full mailbox address and that mailbox’s password |
| WordPress | Your domain followed by /wp-admin |
The WordPress admin username and password |
| UptimeHawk | uptimehawk.com | Your UptimeHawk username, not your email address |
Passwords are case-sensitive, so check that Caps Lock is off. If a password manager filled the form, check it picked the entry for the right service.
Client portal
Section titled “Client portal”Use the password reset option on the client portal sign-in page. The reset link goes to your account email address. If that mailbox is on a domain that is offline, or you no longer have access to it, call support.
Control panel
Section titled “Control panel”On the control panel sign-in page, select Forgot your password?, enter your email address and follow the link that is emailed to you. See Forgot your password?.
If you turned on two-factor authentication and no longer have the phone with your authenticator app, contact support to regain access.
If someone else manages your websites, they should sign in with their own user rather than yours. See Give other people access to your account.
Webmail
Section titled “Webmail”- Use the full address, including the part after the
@. - Use the mailbox password. It is not the same as your control panel or portal password.
- Reset it in the control panel. Webmail cannot change or reset a mailbox password. Set a new one in the control panel under Email. See Change a mailbox’s password, name or size.
- Check the mailbox is not disabled. A disabled mailbox still receives mail, but nobody can sign in to it. See Disable or delete an address.
Once webmail works with the new password, update it in every mail app and phone that uses the mailbox, or they keep failing.
WordPress
Section titled “WordPress”If you cannot remember the WordPress password, open the website’s Apps page in the control panel and select Admin. It opens the WordPress dashboard already signed in, where you can change your password under Users. See Sign in to WordPress.
SFTP and SSH
Section titled “SFTP and SSH”- Permission denied: check the username and password. If you use a key, make sure its public key was added in SSH key manager.
- Connection refused or timed out: check the host and port, and that your app is set to SFTP rather than FTP.
See Connect with SFTP and SSH.
UptimeHawk
Section titled “UptimeHawk”UptimeHawk signs in with your username, not your email address. To reset the password, see Forgot your password?.
Still stuck?
Section titled “Still stuck?”Contact support. Say which service you are trying to sign in to and the exact error message. Never send your password in a ticket or email.