This guide addresses the unavailability of email or phone when logging in or working with WEDOS customer administration. If you are troubleshooting a problem with your email services, follow the Emails - Troubleshooting tutorial.
In this article you will learn:
- Tips to ensure availability of administration and services
- How to deal with unavailable email
- How to deal with an unavailable phone
- Frequently Asked Questions
Tips to ensure availability of administration and services
WEDOS bases all communication and especially authorization on 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 the owner of a domain), we use the telephone for verification.
A well-chosen e-mail address meets the following conditions:
- You can access it from any device.
- It does not run on the domain or hosting service in the customer's account.
- It is not the only billing email corresponding to the domain or hosting service.
The most suitable emails are those kept with reliable external providers, to which you will not lose access if the domain or hosting associated with the address inadvertently expires.
We recommend setting such an always-available email address as Email 2 in the billing details of the service, which will allow customer support to send a call for payment for the expired service to an alternate working email address if necessary.
For a phone number, it is sufficient to ensure reliable access to SMS, even if your operator or software marks the message as spam.
VEDOS never contacts customers by phone.
Unavailable e-mail
The most common causes of email unavailability are:
- Deleted mailbox: try re-creating a deleted or deleted mailbox on an otherwise functional service.
- Cancelled email hosting: If the hosting service you are using to host your emails is not available, but the domain of that service is fine, you can use one of the following methods to resolve the situation:
- Invoice payment for the expired service: you can find the invoice for services not only in the email, but also directly in the customer administration, for example in the order overview ⧉.
- Request to temporarily make the hosting available: If you don't have access to our hosting billing and it has been 5 days or less since the expiration date, you can request temporary activation of your hosting via the form ⧉. Please provide the name of the hosting.
- Redirect emails from a domain: you can redirect emails directly from a domain to any existing and functional mailbox on another domain. Follow the instructions in Domains - Redirect.
- Broken email domain: If the registry has excluded the email domain from DNS, you have no choice but to set up a different email for the account or service. Contact support, you can find sample requests by context in the instructions below.
We address e-mail unavailability in the following contexts:
- Login e-mail to customer administration: follow the instructions Administration - Troubleshooting login problems.
- Domain owner email: follow the instructions Domains - Unavailable owner email.
- Billing e-mail: edit your billing information according to the Services - Billing Information instructions. To facilitate requesting billing documents, please provide a backup Email 2.
Unavailable phone
If your phone is unavailable, the most common problems are:
- Phone number is outdated or has a typo in it
- The phone reader is correct, but it does not accept SMS verification
Incorrect phone number
If the phone number is outdated, leads to a landline that is unable to process SMS, or has a typo, change it using the change phone number link.
Blocked SMS
SMS messages most often do not arrive due to blocking on the recipient's side. If the requested SMS does not arrive within 1 minute of sending, follow these steps:
- In that interface, request the SMS to be sent again.
- Request a resend SMS from another browser.
- Check if the SMS is blocked by your phone's software (check your SPAM folder or use another SMS client).
- Please contact us via the form ⧉ with a request to check the situation. To speed up the process, please provide information about the account or service, or the SMS itself (recipient number, sending times). Inquiries are generally handled by the Authorization Department within 1 business day.
We deal with telephone unavailability in the following situations:
- Customer account verification at registration/login: contact customer support.
- Change of CZ domain owner electronically: Edit the contact according to the Domains - Edit Contact instructions.
Frequently Asked Questions
What if I have an unavailable billing email or domain owner contact information?
You can edit both after you have successfully logged into the customer administration. Follow this guide for billing information and this guide for editing a domain contact.
How to resolve unavailable WordPress email?
WordPress as such, even though it runs on our hosting, is not our system, so you will have to deal with the webmaster if your email is unavailable. The community article Change access ⧉ can also help you.
What if I subsequently find a typo in the phone number I entered?
Correct it using the change phone number link in the verification form. If there is a typo in the phone number of a domain contact , edit that contact.