In this article, you will learn:
- Which requests need to be authorized
- How to send an authorized request
- Common problems
- Frequently asked questions
Authorized request
Request authorization is a security measure against making changes at the request of an unauthorized person. It consists of logging in to the customer account and sending the request via the form ⧉, or chat.
Common requests requiring authorization include:
- Paid or unpaid interventions in service settings in the customer administration.
- Changing the billing information of the Credit Account.
- Restoring a server, website or emails from our backup.
Requests that usually do not require authorization include:
- Resending a billing document to the billing address.
- Help with account details containing the service.
Customer support decides whether a request needs to be authorized.
Sending an authorized request
Send a general authorized request in the following steps:
- Log in to the customer administration ⧉.
- In the top menu, select My account Customer.
- Click contact form in the table.
- Fill in the form and agree to the processing of data.
- Click the Send button.
Send an authorized request for a specific service as follows:
- Log in to the customer administration ⧉.
- In the top menu, select the service type.
- Select the service you want to address from the list.
- In the service detail, click the chat or form icon.
- Write and send the request.
Common problems
Common problems with request authorization include:
- The service is not in the customer account
- The account is unavailable
- The former administrator is unresponsive
Service is not in the list
Problem: The service for which I want to send an authorized request is not in the list of services.
Solution: The most common causes of this problem and their solutions include:
- Different service type. Make sure you are looking at the correct list of services and, for example, are not looking for a domain among webhosting or servers.
- The service is in another customer account. Either you have more than one customer account, or the service is in the account of the administrator or company that set it up. Contact customer support via the form ⧉ and ask for help finding the service. State the type and name of the service (for example, webhosting domain.tld, or VPS ov123).
- The service expired and the system deleted it. If you no longer see the expired service in the list of services, you usually need to create a new one. The exception is generic domains, for which you can request restoration up to 25 days after deletion from the system (charged according to the price list ⧉). More information can be found in the article Services - Expiration Process.
Unavailable account
Problem: It is not possible to log in to the account containing the service.
Solution: Reset the password according to the instructions in Administration - Login Problems.
Unavailable administrator
Problem: The service is in the account of a person who cannot be reached.
Solution: If possible, move the services to your own account according to the instructions in Services - Move from Another Account.
If the transfer is not possible and you need to pay for a service for which you do not have billing information, you can ask support for a link to the payment details page. Send the request via the form ⧉ using the following template:
I am requesting a link for payment of the service (replace the parentheses with the type and name of the service). The billing information of the unavailable service administrator is:
Name or company:
Correspondence address:
E-mail:
Phone:
Alternatively, instead of filling in the required information, you can send a scan or a clearly readable photo of an older invoice for the service in question.
Frequently asked questions
Why can't an authorized request be sent via Help ⧉, when I also have to log in there?
Conversations in Help are not recorded in a ticketing system. For easier retrieval of authorized requests, we therefore require the use of chat or the form ⧉.
Is a request from an authorized user of the service authorized?
Support decides whether a request is authorized. Requests from an authorized user for the given service are usually considered authorized. A common exception is paid interventions (for example, restoration from backup), for which support may require authorization from the customer whose account the service is in.