Every 6 months, when you log in to the client area, we ask you to review and confirm your account details. Until the check is completed, the client area is not available.
The check consists of three steps:
- Review and confirm your contact details: first name, last name, company name, address, phone number and email.
- Review the list of users who have access to the account and remove those who no longer need it.
- Confirm your login email using the link we send to it.
Your details must match your documents exactly
The first name, last name and company name on the account must exactly match your identity document or your company's registration details. Enter each value in its own field and spell it exactly as it appears in the document.
The most common mistakes we see:
- the first name repeated in the last name field, for example "John John";
- a title, nickname or placeholder instead of a real name, for example "Mr Smith";
- typos in the first or last name;
- an incomplete or shortened name;
- a shortened or informal version of the company name.
The verification form does not detect such mistakes and will let you confirm the details. However, they will not match your documents when we check them. The account owner is responsible for the accuracy of the details.
Deliberately false or made-up details are a red flag for us. We may request additional verification for such an account.
Recovering access to your account
If you lose your password, access to your email or the device used for two-factor authentication, we will restore access to the account only after checking its details against your identity document or your company's registration details.
If the account details do not match the document, access cannot be restored. Please check them now, while you can still log in.
Account email
All written communication from us goes to the account email, including:
- replies to your support tickets;
- invoices;
- renewal reminders for services and domains;
- security alerts;
- abuse notifications.
If the address is outdated or you no longer check it, you may miss a renewal and lose a service or a domain.
Do not use an address on a domain that is managed under the same account. If the domain or hosting is suspended, email to that address will stop arriving and you will not receive the renewal reminder.
Domain owner details
Registrars and domain registries require up-to-date domain owner details. If the details are incorrect, the domain may be suspended or deleted. You will also be unable to prove that the domain belongs to you.
Billing details on invoices
Your company name, address and VAT number appear on invoices. Make sure they are correct, otherwise your accounting department may not accept the invoice.
We cannot change the payer details on an invoice that has already been issued. If your details have changed, update them in the client area before the next invoice is issued.
Users with access to the account
Several users can have access to one account, each with their own login. Depending on the permissions granted, a user can manage services, view invoices and contact details, and contact support on behalf of the account.
Every unnecessary user is one more way into your account. If a former employee or contractor still has access and their password leaks, an outsider gets the same permissions. Remove everyone who no longer needs access, as well as any users you do not recognise.
Two-factor authentication
We recommend enabling two-factor authentication in your profile's security settings. You will then need a one-time code from an authenticator app in addition to your password. If your password falls into the wrong hands, it cannot be used to log in without the code.
When you enable it, store the backup code in a safe place. You will need it if you lose access to the app.
How to update your details
- Contact details can be corrected directly on the verification page or at any time in your client area profile.
- The login email can be changed in your user profile.
Questions
If you have any questions about the verification, please contact our support team.
