This guide deals only with changing the operator of services. If you want to change billing information, follow the guide Services – Billing Information. If you want to hand over the service to a new owner, follow the guide Services – Handover to Another Customer.
In this guide, you will learn:
- What the role of the service operator is
- How to make a change of operator
- How to cancel a change of operator
- Common problems
- Frequently asked questions
Service operator
The service operator details are used to generate the Processor Agreement, which regulates the mutual rights and obligations between us as the service provider and you as the service administrator when processing personal data that we obtain in connection with providing the service.
You can change the operator in two ways: electronically (via email and SMS) or by paper request with officially verified signatures.
Change of service operator
Enter the interface for submitting a request to change the service operator by following these steps:
- Log in to the customer administration ⧉.
- Select the service type in the top menu.
- Select the specific service in the overview.
- Click Contact details (operator) in the left menu.
Change service operator:
Make the actual data change in the form Edit service operator details below the processor agreement details listing. Below this form, check the consents to data processing and then select the method for confirming the changes: online via email and SMS, or by sending a form with officially verified signatures.
Change of operator online
To change the operator online, you must meet these conditions:
- The email addresses of both the original and new operator are accessible.
- The phones of both the original and new owner have a European dialing code, are accessible, and are able to receive an SMS with a verification code.
If you do not meet these conditions, or the online change of operator fails for other reasons, make the change using the form with officially verified signatures.
In the Method of confirming changes section, check the option The original and new owner will confirm the change using email and SMS and click the Save button.
Make sure the original and new operator then proceed as follows:
- Open the email Change of service operator details (service type, name and number) from hosting@wedos.com.
- Copy the password listed in the email.
- Click the link in the email.
- On the opened page, enter the passwords from the email and SMS.
- Check the consents and click the Confirm request button.
After both parties complete this process, the system will generate and send the new processor agreement within 1 hour.
Change of operator by verified request
You can also use this method if the email or phone of the original or new operator is unavailable.
The authorization department handles the change of operator within 5 business days from receiving all supporting documents.
In the Method of confirming changes section, check the option The original and new owner will confirm the change using email and SMS, fill in the email for sending the request for official verification and click the Save button.
Proceed as follows:
- Open the email Change of service operator details (service type, name and number) from hosting@wedos.com.
- Download the attached PDF file and print it.
- Obtain the signatures of the original and new operator and have them officially verified.
Send the signed request (or requests – the original and new operator may sign separately) by post to:
WEDOS Internet, a.s.
Masarykova 1230
37341 Hluboká nad Vltavou
Alternatively, you can also use these request submission options:
- By email as a PDF with an electronic signature.
- Via the CZECH POINT service – authorized document conversion. In this case too, you must have the request officially verified and only then send its scanned copy.
Send the documents no later than 14 days after creating the request. After this period, we may cancel the request.
Cancelling a change of operator request
Cancel the request before it is closed in the service operator change interface.
Cancel service operator change:
Proceed as follows:
- Under the details of the current processor agreement, find Request detail for changing the operator details.
- Click the Cancel request button.
Common problems
Common problems with changing the service operator include:
Outdated phone number
Problem: The original operator entered a landline number in the phone field. How do I get the phone verification code?
Solution: If you have no way to have the SMS read to you, you must send the request through the form with officially verified signatures ⧉.
The original operator no longer exists
Problem: The original operator no longer exists at all.
Solution: If the service operator is a company that has changed its board of directors and the person listed as the operator is no longer available, any person able to represent the company in this matter may carry out the change using the officially verified request.
If the original operator is not available at all, contact support through the form. The authorization department usually handles requests within one business day.
Frequently asked questions
Why didn’t the new operator automatically receive their copy of the paper request?
The system sends the request only to the email address entered in the form. If you want the request sent to another person for confirmation, forward the email to them manually.