Most settings can be changed or updated via our admin panels however there are some things that need to be done by ourselves for you. Some of these can be requested via our ticket system by supplying the user name and part of the password however very important changes require a more secure method with a proper audit of the request.

Requesting Manual changes.
In order to protect our customers (and also cover us) these types of requests need to be made in writing and need to be signed by the domain/account owner or a principle of the business.

Note that this is not the only aspect of the process as we also have to ensure that the signed request is not spoofed. However from the customer point of view once you do this we can handle the request and will let you know if anything further is required.

As a result of these processes we have never processed a fraudulent request (We have had in excess of five attempts to date). The other reason for this is that it also covers ourselves.

As an example a past customer (now back with us) lost their domain* as a result of moving to an automated registrar and then contacted us to advise us that they would be pursuing us for damages....until we supplied the signed and verified request regarding the domain transfer from their MD!
* Fortunatley as it was a .co.uk we were able to assist them in recovering it.

Examples:
1. Changing domain contact or registrant details or releasing domains to other providers.
2. Updating name servers (if the DNS manager has not been enabled).
3. Changing security settings on web site folders.
4. Changing authorized contacts for a company.
5. Reboot requests and Firewall changes (dedicated/colo customers only).

Requests need to be made via facsimile or letter and need to be dated and signed by the domain owner or company principle*.

The request should be on headed paper (if applicable) and include all the relevant details of the request.

For example, requests relating to a domain name should include the domain name(s) in question and full details of the change or request applicable.

Emails cannot be used for this type of request as they are extremely easy to spoof and it is impossible to verify who sent them.

Although this means an extra process a less secure process may result in permanent loss of your site/domain so we trust you understand that this is as much for your own protection as it is to cover ourselves.

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* For Limited Liability companies or Publicly listed organizations this should be a director and for partnerships a majority of the partners.