A mysterious Starlink bug seems to be locking out new users from their accounts, leaving customers scrambling for a way to contact SpaceX customer support.
SpaceX started sending emails to affected customers on Thursday, which said their Starlink accounts had been reset. “All pending orders and deposits have been refunded,” the email read.
Affected subscribers, however, have been unable access their Starlink accounts. The company may have disabled or even deleted the accounts. “I’m not able to log in to my account and when I try to reset the password it says my email address is not found,” one user on Reddit said.
(Credit: Reddit user DiegoMrProducer)Naturally, the affected users have been trying to create a support ticket. But they can't do that without access to their Starlink accounts. It doesn’t help that SpaceX offers no phone number or live chat service to speak with Starlink’s customer support.
“I've barely had my service for a month and the complete lack of way to contact anyone is maddening,” wrote one user on Facebook.
Based on social media posts, all the affected users appear to have only recently received access to Starlink. The good news is that customers still have Starlink internet service. Other users who just ordered a Starlink dish from the company say their packages are in transit.
But for some, the account reset is frustrating since they've yet to set up their Starlink service. “I just got my Starlink,” wrote one user on Twitter. “My router lights have never been on. I can't login because it says my account was reset and user disabled. I can't even log on to do anything. I can't put in a repair ticket or anything. PLEASE HELP!!!”
SpaceX did not immediately respond to a request for comment. But one customer says they received a message from Starlink’s customer support that suggests the company was trying to catch credit card fraudsters when it initiated the account reset.
In the meantime, affected users can consider sending an email to starlinkresolutions@spacex.com, the official email for the service. For more tips on contacting Starlink’s customer support, check out our guide.