In this article, you will learn:
- Which requests require authorization
- How to send an authorized request
- Common issues
- Frequently asked questions
Authorized request
Request authorization is a security measure to prevent changes initiated by an unauthorized person. It involves logging in to your customer account and sending a request using the form ⧉, or chat.
Common requests requiring authorization include:
- Paid or free changes to service settings in Customer Administration.
- Changing Credit Account billing details.
- Restoring a server, website or email from our backup.
Requests that normally do not require authorization include:
- Resending a billing document to the billing address.
- Providing a hint about the account containing a service.
Customer support decides whether a request requires authorization.
Sending an authorized request
To send a general authorized request, follow these steps:
- Log in to Customer Administration ⧉.
- In the top menu, select My account Customer.
- In the table, click contact form.
- Fill in the form and consent to data processing.
- Click the button Submit.
To send an authorized request for a specific service:
- Log in to Customer Administration ⧉.
- In the top menu, select the service type.
- Select the service you need help with from the list.
- In the service details, click the chat or form icon.
- Write and send your request.
Common issues
Common request authorization issues include:
- The service is not in the customer account
- The account is unavailable
- The former administrator is unresponsive
The service is not listed
Problem: The service for which I want to send an authorized request is not in the service list.
Solution: The most common causes and their solutions include:
- A different service type. Check that you are looking at the correct service list and are not, for example, looking for a domain among Webhosting services or servers.
- The service is in another customer account. You may have multiple customer accounts, or the service may be in the account of the administrator or company that set it up. Contact customer support using the form ⧉ and ask for a hint about where to find the service. Provide the service type and name (for example, Webhosting domena.tld or VPS ov123).
- The service expired and the system deleted it. If an expired service is no longer listed, you usually need to create a new one. Generic domains are an exception: you can request restoration up to 25 days after deletion from the system (subject to a fee according to the price list ⧉). For more information, see the article Services – Expiration Process.
Account unavailable
Problem: You cannot log in to the account containing the service.
Solution: Reset your password following the guide Administration – Login Issues.
Administrator unavailable
Problem: The service is in the account of someone who cannot be contacted.
Solution: If possible, move the services to your own account following the guide Services – Moving from Another Account.
If moving the service is not possible and you need to pay for a service whose billing details you do not have, you can ask support for a link to a page with payment details. Send a request using the form ⧉ following this template:
Please send me a payment link for the service (replace the text in parentheses with the service type and name). The billing details of the unavailable service administrator are:
Name or company:
Korespondenční adresa:
Email:
Phone:
Alternatively, instead of entering the requested details, you can send a scan or clearly legible photograph of a previous invoice for the service.
Frequently asked questions
Why can’t an authorized request be sent through Help ⧉, when I have to log in there too?
The ticketing system does not record Help conversations. To make authorized requests easier to find, we therefore require chat or the form ⧉.
Is a request from a service’s authorized user considered authorized?
Support decides whether a request is authorized. We usually consider requests from a user authorized for the service to be authorized. A common exception is paid work (such as restoring a backup), for which support may require authorization from the customer whose account contains the service.