Account Recovery When You No Longer Have Access to Your Email
If you can no longer access the email address registered on your account, please contact our support team.
For security reasons, we cannot change the registered email address, reset account credentials, or transfer control of an account until we can verify that the person making the request is authorised to manage it.
What information may be required?
Depending on the account, we may ask for documentation or other information showing your connection to the account holder.
This may include:
- identification matching the account holder details;
- company registration or representation documents;
- a power of attorney or other authorisation;
- documentation showing a transfer, succession, or other legal relationship to the account;
- previous account, billing, or service information that can help us verify the request.
We may request additional information where necessary.
Is proof of payment enough?
Payment records, PayPal receipts, bank records, or invoices can help us verify your connection to the service.
However, payment alone does not necessarily establish ownership of or authority over an account.
For example, an account may be registered to one person or company while invoices are paid by another person.
What if the account holder, requester, and payer are different?
If the account details, person requesting access, and payment information refer to different persons or organisations, we will need additional information before making any changes.
We cannot determine account ownership solely from payment history or possession of service information.
What happens while the request is being reviewed?
Where possible, the existing service will remain unchanged while verification is completed.
Until we can establish the requester's authority, we may be unable to:
- change the registered email address;
- reset account credentials;
- provide administrative or console access;
- transfer the account;
- release customer data or backups; or
- make other security-sensitive changes.
What if more than one person claims the account?
If there is a dispute regarding ownership or authority over an account, we may temporarily refuse account changes until sufficient documentation or other legally valid evidence is provided.
Our support team cannot resolve private ownership disputes between third parties.
How do I start the recovery process?
Please open a support ticket and explain that you no longer have access to the registered email address.
Provide as much relevant information as possible about the account and your relationship to the account holder.
Our team will review the request and advise what additional verification, if any, is required.