I'm an Evernote premium customer whose account disappeared, and there has been no response from support

[ethidda 0]

I'm so frustrated right now! I really want to cuss someone out, but I won't.

 

I've been an Evernote customer since 2008 (when they first came out). I've been a premium customer since 2010. My renewal comes up on May 1st. I've recommended Evernote to so many of my friends. I've been going paperless, which unfortunately for me, means that I've been keeping everything in Evernote. This means taxes, bank statements, medical records, travel stubs, recipes... everything.

 

I don't know what happened, but my account disappeared. As in, I can't access it. (I have done the password reset, and I don't remember what I reset it to.) So I go and click on the password reset button with my username. I never receive an email about it.

 

So I reset my password with my email address. It directs me to a *different* username. (The same name as mine, but with an '0' suffix.) The "reset password" email asks me to confirm my account, which I do, and it ends up being a *different* account with none of my data on it.

 

I've contacted customer support two days ago, but have not heard back.

 

I'm in the process of trying to buy my house. All my information is in Evernote. I was going to try to make an offer on a house today, but of course, mortgage pre-approval requires actual past tax returns.

 

Has my data for five years disappeared? Am I stuck in this limbo where I will have to ask IRS and pay a fee to get a copy of my previous tax returns? What about those recipes I collected that I don't have a copy of anywhere else? What about the picture notes I took that were reminders of what to get people for gifts? The worst of it is that I *paid* for Evernote premium, but now my account disappeared, there's absolutely no support.

 

If all I wanted was an unreliable service cloud sync service, I could've built my own. Or at least, didn't need to pay money for it.

 

Edit: My ticket number is #16051-286210.

[BurgersNFries 2,407]

I'm so frustrated right now! I really want to cuss someone out, but I won't.

 

I've been an Evernote customer since 2008 (when they first came out). I've been a premium customer since 2010. My renewal comes up on May 1st. I've recommended Evernote to so many of my friends. I've been going paperless, which unfortunately for me, means that I've been keeping everything in Evernote. This means taxes, bank statements, medical records, travel stubs, recipes... everything.

 

I don't know what happened, but my account disappeared. As in, I can't access it. (I have done the password reset, and I don't remember what I reset it to.) So I go and click on the password reset button with my username. I never receive an email about it.

 

So I reset my password with my email address. It directs me to a *different* username. (The same name as mine, but with an '0' suffix.) The "reset password" email asks me to confirm my account, which I do, and it ends up being a *different* account with none of my data on it.

 

I've contacted customer support two days ago, but have not heard back.

 

I'm in the process of trying to buy my house. All my information is in Evernote. I was going to try to make an offer on a house today, but of course, mortgage pre-approval requires actual past tax returns.

 

Has my data for five years disappeared? Am I stuck in this limbo where I will have to ask IRS and pay a fee to get a copy of my previous tax returns? What about those recipes I collected that I don't have a copy of anywhere else? What about the picture notes I took that were reminders of what to get people for gifts? The worst of it is that I *paid* for Evernote premium, but now my account disappeared, there's absolutely no support.

 

If all I wanted was an unreliable service cloud sync service, I could've built my own. Or at least, didn't need to pay money for it.

 

Edit: My ticket number is #16051-286210.

 

First, I've flagged your ticket number for EN.

 

Second, sounds like it could be an email issue.  Does EN have your current email address? 

 

Third, check this post:  http://discussion.evernote.com/topic/35574-notes-missing-after-password-reset/?p=192773

 

Fourth...I would caution anyone about the "eggs all in one basket" thing.  Why are you storing your only copy of past tax returns (or any critical information) in one place...???

[ethidda 0]

I saw that. The problem is that I reset my password and promptly forgot it. I've tried all the ones I can think of.

I actually thought that even if something happened to Evernote online, I would still have access to my local copy. This is not the case.

I'm not happy about it. I pay for Evernote so I cab rely on it. If I need to have an n+2 solution anyway, I would've gone a different route.

[BurgersNFries 2,407]

I saw that. The problem is that I reset my password and promptly forgot it. I've tried all the ones I can think of.

I actually thought that even if something happened to Evernote online, I would still have access to my local copy. This is not the case.

I'm not happy about it. I pay for Evernote so I cab rely on it. If I need to have an n+2 solution anyway, I would've gone a different route.

So you changed your password & don't remember it. Apparently, your EN account does not have the current email address, so you aren't getting the email for 'forgot password'. Why is that Evernote's fault?

Yes, you absolutely do have access to a copy on your computer, if you have a desktop client.

And if you feel you only need to have important information in only one place, this will not be the last time you have problems. As much as I love & use EN, I do not store the only copy of important stuff in EN.

[ethidda 0]

Thank you for yelling at me. I did the math and I didn't change my email over until 2009. So I did find the email and now can access my account again.

However, I did upgrade the desktop client, and it asked me to login to Evernote again. And I was unable to, and unable to find any way to bypass the login and to just look at whatever is on my hard drive.

[BurgersNFries 2,407]

Thank you for yelling at me. I did the math and I didn't change my email over until 2009. So I did find the email and now can access my account again.

However, I did upgrade the desktop client, and it asked me to login to Evernote again. And I was unable to, and unable to find any way to bypass the login and to just look at whatever is on my hard drive.

Did you even notice I said I flagged your post for EN's review? The first thing in my first reply to you. You're welcome for that. I'm glad you got it figured out. But this seems to be all on you & I'm not sure why you're so peeved at Evernote. I would suggest at the very least, if you rely so much on EN that you make it a point to keep your email address current and remember what your passwords are. You don't update your email address & you forgot your password...what do expect them to do...??? That's also probably why you didn't get premium response.

And yes, if you did a new install or logged out, you need to log back in with the desktop client. Again...helpful if you remember your passwords... And again not sure why you think this is Evernote's fault.

[gbarry 2,659]

I've escalated your ticket and we should have you sorted out shortly--it sounds like we're working with two separate accounts here.  We believe we've found your other Premium account and we'll get you set up--a tech will be in contact with you shortly with some validation questions to ensure the safety of your account.

[reagent 0]

I have the same problem.  My Evernote ACCOUNT has disappeared.  I started with Evernote years ago.  I was a premium member for a while but didn't use it enough to warrant it, until now that I've started working as a realtor.  But now everything is gone. It was here a couple of months ago.  Now, Evernote doesn't even find my email address.  I have had to use a new one to get in a post.

 

Please help. tell me who to contact about this.  I really want my account back and all the stuff I had in it!!!

[ScottLougheed 1,316]

I have the same problem.  My Evernote ACCOUNT has disappeared.  I started with Evernote years ago.  I was a premium member for a while but didn't use it enough to warrant it, until now that I've started working as a realtor.  But now everything is gone. It was here a couple of months ago.  Now, Evernote doesn't even find my email address.  I have had to use a new one to get in a post.

 

Please help. tell me who to contact about this.  I really want my account back and all the stuff I had in it!!!

Normally you would be best to open a support ticket using the link in my signature. You can open a support ticket without logging into your account (which sounds like it wouldn't be possible if you have trouble logging in). 

 

However I have flagged your post for Evernote staff to look into so hopefully it gets dealt with faster than if you entered the support queue as a guest/free user.

[gbarry 2,659]

I have the same problem.  My Evernote ACCOUNT has disappeared.  I started with Evernote years ago.  I was a premium member for a while but didn't use it enough to warrant it, until now that I've started working as a realtor.  But now everything is gone. It was here a couple of months ago.  Now, Evernote doesn't even find my email address.  I have had to use a new one to get in a post.

 

Please help. tell me who to contact about this.  I really want my account back and all the stuff I had in it!!!

 

Sorry to hear this reagent. I'm going to PM you for more info so we can try to get you back into your account.