In this article, you will learn:
- Which requests need to be authorized
- How to send an authorized request
- Common issues
- Frequently asked questions
Authorized request
Request authorization is a security measure against changes made at the instigation 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 details of the Credit Account.
- Restoring a server, website or e-mails 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 by following these steps:
- Log in to the customer administration ⧉.
- In the top menu, select My account Customer.
- In the table, click contact form.
- Fill in the details in the form and agree to the processing of the 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 deal with from the list.
- In the service details, click the chat or form icon.
- Write and send the request.
Common issues
Common issues with request authorization include:
- The service is not found in the customer account
- The account is not available
- The former administrator is not communicating
The 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:
- A different type of service. Make sure you are looking in the correct list of services and, for example, are not searching for a domain among webhostings or servers.
- The service is in a different 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. Include the type and name of the service (for example, webhosting domena.tld, or VPS ov123).
- The service expired and the system deleted it. If you can 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 issues.
Unavailable administrator
Problem: The service is located in the account of a person who cannot be contacted.
Solution: If possible, transfer the services to your own account according to the instructions in Services – Transfer from another account.
If the transfer is not possible and you need to pay for a service for which you do not have billing details, you can request a link to the payment details page from support. Send a request via the form ⧉ using the following template:
I request a link to pay for the service (replace the bracket with the type and name of the service). The billing details of the unavailable service administrator are:
Name or company:
Correspondence address:
E-mail:
Phone:
Alternatively, instead of providing the requested details, you can send a scan or a clearly readable photo of an older invoice for the given service.
Frequently asked questions
Why can't an authorized request be sent via Help ⧉, when I must also log in to it?
Conversations in Help are not recorded in a ticketing system. For easier tracking 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 of 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.