Account disabled

For problems with my schedules I have not been able to access my WordPress in a while and I have been notified of it by an email that told me that I could recover my site following the instructions of my control panel, but upon accessing I get a message of error and does not let me recover it. What I can do?

[alemoppo]

Try using the recovery mode.

Bye!

When I tried it said:

"It is not possibile to use the recovery session for an hosting account."

[alemoppo]

Ok, so you have an alterSite (hosting) account (why not alterBlog?).

Can you login on the control panel? Can you see the files?
Try to rename the plugins folder (wp-content/plugins/).

Bye!

I don't understand why should I rename the plugins folder but when I tried it said "rename error, check file permissions"

TT-TT

[alemoppo]

We are performing further investigations on your account, since we may need to ask you more details please confirm that your email address is up to date in order to be contacted. Thanks.

Best Regards.