Requesting Important Changes
Please remember that these processes are as much to protect you as they are to cover us.
However there are other methods which can be used which are easy/quick to do and also secure.
1. Online Admin Panels
For example if you need to order or cancel either a service/product or domain name this can all be done from your admin panel.
To assist you with using our online admin panels we have a comprehensive list of tutorials available which are organised into sections for example the Billing Panel tutorials section includes tutorials such as Ordering a new Service / Product, Canceling a Service / Product, ordering a new domain name and also to cancel the renewal of a domain name and many more.
* For example changing domain contact or registrant details or releasing domains to other providers or changing DNS settings.
NB: Anything which can be done via your admin panel can also be requested using the Manual Request method so if you lose your admin login details and you are not able to recover them using the lost password function of the admin panels you still have a back up method of making the request.
2. Manual Secure Request Method.
Note that this is not the only aspect of the process as we also have to ensure that the signed request is not spoofed (ie we will check the source of the request by making a quick validation call to the account holders existing contact details). 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 six 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. They 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 to another provider from their MD. This process covered us but equally this same process has also protected customers from having domains fraudulently removed/transferred away.
* Fortunately as it was a .co.uk we were able to assist them in recovering it.
Secure Requests can to be made via facsimile or letter and 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.
* For Limited Liability companies or Publicly listed organizations this should be a director and for partnerships a majority of the partners.
Footnote: There was recently a high profile case where a council didn't check that the new payment details sent from one of their suppliers actually came from the supplier. This resulted in them losing several million pounds as they then paid the fraudster rather than the correct company.
If you are unsure of the best method or require more information on why secure requests are needed, please do not hesitate to contact us.