This guide addresses the unavailability of e-mail or phone when logging in or working with the WEDOS customer administration. If you are dealing with a problem with e-mail services, follow the guide E-mails – Troubleshooting.
In this article you will learn:
- Tips for ensuring the availability of administration and services
- How to solve an unavailable e-mail
- How to solve an unavailable phone
- Frequently asked questions
Tips for ensuring the availability of administration and services
WEDOS bases all communication and, above all, authorization on a functional e-mail. If the e-mail is unavailable for some reason, or if we need to verify the customer thoroughly (for example when changing a domain owner), we use the phone for verification.
A suitably chosen e-mail address meets the following conditions:
- You have access to it from any device.
- It does not run on the domain or hosting service in the given customer account.
- It is not the only billing e-mail for the corresponding domain or hosting service.
The most suitable are therefore e-mails managed by reliable external providers, to which you will not lose access if the domain or hosting associated with that address accidentally expires.
We recommend setting such an always-available e-mail address as E-mail 2 in the service billing details, which allows customer support, if necessary, to send a payment request for an expired service to an alternative functional e-mail address.
For a phone number, it is enough to ensure reliable access to SMS, even if your operator or software marks such a message as spam.
VEDOS never contacts customers by phone.
Unavailable e-mail
The most common causes of e-mail unavailability are:
- Cancelled mailbox: Try creating again a deleted or cancelled mailbox on an otherwise functional service.
- Cancelled e-mail hosting: If the hosting service on which you operate e-mails is unavailable, but the domain of this service is in order, you can resolve the situation using one of the following procedures:
- Payment of the invoice for the expired service: You can find the billing for services not only in e-mail, but also directly in the customer administration, for example in the order overview ⧉.
- Request for temporary activation of hosting: If you do not have access to the hosting billing with us and no more than 5 days have passed since its expiration, you can request its temporary activation via the form ⧉. Please include the hosting name.
- Forwarding e-mails from the domain: You can forward e-mails directly from the domain to any existing and functional mailbox on another domain. Follow the guide Domains – Forwarding.
- Non-functional e-mail domain: If the registry has removed the e-mail domain from DNS, the only option is to set another e-mail for the account or service. Contact support; request templates can be found according to context in the guides below.
We address e-mail unavailability in the following contexts:
- Login e-mail for the customer administration: Follow the guide Administration – Troubleshooting login issues.
- Domain owner e-mail: Follow the guide Domains – Unavailable owner e-mail.
- Billing e-mail: Adjust the billing details according to the guide Services – Billing details. To make requesting billing documents easier, provide a backup E-mail 2.
Unavailable phone
If the phone is unavailable, you most often deal with the following problems:
- The phone number is outdated, or contains a typo
- The phone number is correct, but it is not receiving verification SMS
Incorrect phone number
If the phone number is already outdated, leads to a landline that is unable to process SMS, or contains a typo, change it using the change phone number link.
Blocked SMS
SMS messages most often do not arrive because they are blocked on the recipient’s side. If the requested SMS does not arrive within 1 minute of being sent, follow these steps:
- In the given interface, request that the SMS be sent again.
- Request that the SMS be sent again from another browser.
- Check whether the SMS is being blocked by your phone’s software (check the SPAM folder, or use another SMS client).
- Contact us via the form ⧉ and ask us to verify the situation. To speed up processing, include information about the account or service, or about the SMS sending itself (recipient number, send times). Queries are usually handled by the authorization department within 1 business day.
We address phone unavailability in the following situations:
- Verification of the customer account during registration/login: Contact customer support.
- Changing the owner of a CZ domain electronically: Edit the contact according to the guide Domains – Contact Editing.
Frequently asked questions
What if I have an unavailable billing e-mail, or the domain owner’s contact details?
You can edit both after successfully logging in to the customer administration. Follow this guide for billing details and this guide for editing a domain contact.
How do I solve an unavailable WordPress e-mail?
WordPress itself, even though it runs on our hosting, is not our system, so you need to deal with the unavailable e-mail with the website administrator. For example, the community article Change access ⧉ may also help you.
What if I later discover a typo in the entered phone number?
Correct it using the change phone number link in the verification form. If there is a typo in the domain contact phone number, edit this contact.