This article covers troubleshooting login issues in Customer Administration ⧉. For instructions on changing a mailbox password, see the guide Email – Changing Your Password.
For trouble logging in to a specific website’s administration panel (such as WordPress), consult the manual for the relevant content management system or contact the website administrator. We cannot provide access on our end.
This article covers:
- How to reset your Customer Administration password
- How to identify a forgotten login email
- What to do if your email or phone is unavailable
- Common issues
- Frequently asked questions
Forgotten Customer Administration password
You reset your Customer Administration password using an email sent to the address that serves as your login name. If you do not know this email address, continue to the section Forgotten login email. If you cannot access this email account, continue to the section Login email or phone inaccessible.
To request a password change:
- Open the WEDOS login interface ⧉.
- Below the login form, click the link Reset forgotten password.
- On the next page, enter your login email and complete the reCaptcha verification.
- Click the button Submit.
This sends an email containing a link to reset your Customer Administration password.
The email link is valid for 30 minutes after the request is sent. If the link does not work, open it on the same device you used to request the password change.
Then follow these steps:
- Open the email on the same device you used to request the password reset.
- Click the administration link in the email.
- After opening the link, enter your new password twice.
- Confirm the new password.
You can now log in using your new password.
Forgotten login email
If you do not know your customer account login email, use the form ⧉ to contact customer support and ask for a hint. Provide the name or number of at least one service in the account, following this template:
Please provide a hint for the Customer Administration login email for the account containing the service (full service name or number).
Support cannot provide the full login email. We send a hint in the form: la***@we***.c** (asterisks are used for security).
Login email or phone unavailable
If you cannot access the email account you use as your Customer Administration login name, choose one of the following approaches:
- Try recreating a deleted mailbox.
- Restore a mailbox on recently expired hosting by paying for the service, or ask the hosting provider’s support to reactivate it temporarily.
- For email from the domain, forward it to another working mailbox.
- Ask for help from customer support ⧉ using the following template:
I request a change of my unavailable Customer Administration login email from (replace the text in parentheses with the original email) to (replace the text in parentheses with a new working email). The phone number for verification is (replace the text in parentheses with the phone number for login verification).
If you cannot verify your phone number, click the link change phone number and follow the instructions in Customer Administration.
For a detailed guide to restoring an unavailable email account, see the article Administration – Email or Phone Unavailable.
Common issues
Common issues when restoring administration access include:
- Verification email/SMS not received
- Email or phone unavailable
- The login form reappears after logging in
- Browser change (User-Agent)
Verification email/SMS is not arriving
Problem: The email with the link or the verification text message is not arriving.
Cause: This is usually caused by a browser error when sending the request, or a spam filter at the email provider or on the mobile device/operator side.
Solution: For email, check the SPAM folder. If it is not there either, try requesting it from another browser.
V případě problému s SMS zkontrolujte správnost telefonního čísla, a zda Váš telefon neblokuje zprávy z čísla 736 370 454 (SMS brána). Vyčkejte aspoň minutu a zkuste poslat ověřovací SMS znovu. Pokud ani tentokrát nepřijde, contact us ⧉. Provide the circumstances of the text message request as precisely as possible (request time and phone number).
Email or phone unavailable
Problem: The account’s email or phone number is unavailable.
Solution: Follow the guide Administration – Email or Phone Unavailable.
Login does not complete
Problem: After a successful login, the login form reappears without any error message.
Cause: This may be a browser or cookie issue.
Solution: Use another browser, or follow your browser’s instructions to remove cookies for login.wedos.com.
Browser change (User-Agent)
Problem: When attempting to log in, the following error appears: Login was invalidated because the browser (User-Agent) changed.
Cause: Monitoring the User-Agent parameter is a security mechanism that helps ensure no one else logs in to Customer Administration alongside you. Detecting a change does not necessarily mean someone is attempting an attack, but we cannot rule it out. We therefore block access as a precaution.
User-Agent changes are caused by factors outside our control, typically the browser or its extensions, including security features.
Solution: Try logging in with another browser, enabling private browsing according to the community guide ⧉, or disabling extensions. Disable your VPN and check antivirus and other security settings. As a last resort, try another device on a different network.
Frequently asked questions
What if neither my account email nor the listed phone number is available? How will you verify me?
A member of the authorization department will work with you individually to resolve customer account authorization.
I cannot log in to WebMail with my administration login. What should I do?
Log in to WebMail using an email address created on the service and the password set for it. If you do not know the password, follow the guide to changing your password.
If I give you my phone number, will you call me?
No, we never contact customers by phone. The phone is only a backup when email is unavailable, and we use it exclusively to send SMS codes.