Starlink’s lack of traditional customer support options is making life difficult today for new users affected by the bug who reset their accounts. A number of customers received an email from firstname.lastname@example.org last night saying, “Your Starlink account has been reset. All pending orders and deposits have been refunded. You are welcome to visit Starlink.com to place a new order. each time using the same email address.”
An Ars reader who received a reset email contacted us about the problem, and several others complained in Reddit threads. Starlink’s report back book that allows users to request password resets with an email address or phone number has not worked for them.
“When I tried to reset my password through the email option, I got the error ‘User not found,'” Adam told us, a Starlink customer in Alabama who wanted his last name not published. When Adam tries to reset his password by entering his phone number, he receives a text message with a password reset link. But that doesn’t work, either. “After I entered a new password, I got the error message ‘user disabled,'” Adam told us.
Despite the statement about refunds, Adam has no orders or deposits that are refunded. He activated the Starlink service on November 2 but did not know if the service had been interrupted. “I have it at another residence, and I haven’t been there since I got the message,” he said.
Starlink is operated by Elon Musk’s company SpaceX. We contacted SpaceX about the problem today and will update this article if we receive any new information.
“They don’t have technical support? Just a FAQ? WTF?”
From what we’ve seen in the Reddit threads, the bug doesn’t appear to disable Internet service. “I installed our Starlink system two days ago, and received an email this afternoon that my account has been reset and a refund is on the way. The internet is still working at this time but (I) can’t log in and submit a book drop. ticket,” a person wrote.
The other person who received the email perceive that they cannot create a support ticket without being able to login. A person in one thread wrote, “Can’t log in and if I do a password reset request it says my account doesn’t exist. Only been using Starlink for a week. It also appears that they don’t have technical support? Just a FAQ? WTF?”
Some people have Starlink dish transfers in transit when the account reset email arrives and are worried whether they will be able to activate the service. “Still showing my Starlink app in transit so will create a new account with one if possible,” one person wrote.
“My wife got an account correction email within the last two hours. Tried to retrieve it, the site says our account is disabled. Hope there is a solution to this because we bought this for our new house that we are about to move. go to the next. week. We haven’t even taken the dish out of the box yet,” one user wrote yesterday