In this article you will learn:
- Which requirements need to be authorised
- How to send an authorised request
- Common problems
- Frequently Asked Questions
Authorised request
Requirement authorization is a security measure against unauthorized changes. It consists in logging into the customer account and sending a request via the form ⧉ or chat.
Common requirements requiring authorisation include:
- Paid or unpaid interventions in service settings in the customer administration.
- Changing the billing details of a deposit account.
- Restore your server, website or emails from our backup.
Requirements that do not normally require authorization include:
- Resending the billing document to the billing address.
- Help data for the account containing the service.
Customer support decides whether a request needs to be authorised.
Sending an authorised request
Send a general authorised request by following these steps:
- Log in to the customer administration ⧉.
- Select My Account Customer from the top menu.
- Click on the contact form in the table.
- Fill in the data in the form and agree to the data processing.
- Click the Submit button.
Send an authorised request for a specific service as follows:
- Log in to the customer administration ⧉.
- Select the service type from the top menu.
- Select the service you want to address from the list.
- Click on the chat or form icon in the service details.
- Write and send your request.
Common problems
Common problems with request authorization include:
- The service is not in the customer account
- Account unavailable
- The former administrator is not communicating
Service not listed
Problem: The service to 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 at the correct list of services and not looking for a domain among web hosts or servers, for example.
- The service is in a different customer account. Either you have multiple customer accounts, or the administrator or the company that set it up has the service in their account. Contact customer support via the form ⧉ and ask for help on where to find the service. Provide 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. Exceptions are generic domains, for which you can request a renewal up to 25 days after deletion from the system(subject to a price list). For more information, see Services - Expiration Period.
Unavailable account
Problem: I can't log in to the account containing the service.
Solution: Reset your password by following the instructions in Administration - Login Problems.
Unavailable administrator
Problem: The service is in the account of a person who cannot be contacted.
Solution: If you can, move the services to your own account by following the instructions in Services - Move from a foreign 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 request a link to the payment details page from Support. Submit a request via the form ⧉ using the following template:
Žádám o zaslání odkazu na platbu služby (závorku nahraďte typem a názvem služby). Fakturační údaje nedostupného správce služby jsou:
Jméno nebo firma:
Koresponenční adresa:
E-mail:
Telefon:
Alternatively, instead of filling in the required information, you can send a scan or a clearly legible photo of an older invoice for the service in question.
Frequently Asked Questions
Why can't I send an authorized request via Help ⧉ when I have to log in to it as well?
Conversations in Helpo are not recorded by the ticketing system. Therefore, we require the use of chat or the ⧉ form for easier tracking of authorized requests.
Is the request from an authorised user of the service authorised?
Support decides whether a request is authorized. We usually consider requests from an authorized user for a given service to be authorized. A common exception is paid interventions (for example, restoring from a backup), for which support may require authorization from the customer whose account the service is in.