Why We Have a Strict Account Recovery Process
We have significantly strengthened our account recovery procedures to better protect against increasingly sophisticated social engineering attacks. Our goal is simple: make it extremely difficult for anyone but the legitimate account owner to regain access, while still providing a clear path for real customers who have genuinely lost access.
This process is deliberately careful and takes time. Domainsure accounts are not subject to this process because they have no recovery mechanism at all.
Important Expectations Up Front
- Account recovery cannot be handled over the phone or chat.
- You must initiate the request by email.
- The process takes a minimum of 3 business days (72 business hours) after we notify all contacts on file.
- We will never discuss or reveal any account details until the requester has been fully verified.
- This process applies to whole-account recovery only (when you cannot log in at all via the normal password reset on cp.easydns.com).
How to Request Account Recovery
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Send an Email to support@easydns.com
Create a new email to support@easydns.com with the subject line: “Account Recovery Request – [Your Username]”
In the email, explain why you have lost access to your account. Phone calls will not be used to process recovery requests — you must email support@easydns.com to begin the process.
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Be Prepared to Provide the Following
- A high-resolution photo of your government-issued photo ID (passport, driver’s license, or national ID) by itself.
- A clear photograph of yourself physically holding the same government-issued ID (your face and the ID must both be clearly visible and legible).
- If the account is held by an individual: a signed and dated note explaining the situation and the request. The ID and Photo holding ID must be of the same individual and signatures must match.
- If the account is under a company name: notarized documents (and possibly apostille or consular legalization for international requests). The ID and Photo holding ID must be of an individual listed in the corporate documents.
- Any additional proof of ownership you can provide (recent invoices, etc.).
- The answers to your 3 security questions, or security passphrase, if setup.
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What Happens After You Email support@easydns.com (Our Process)
- Step 1: Triage We log your request, record the requesting email domain, phone number (if provided), and name. We will not give out any account information at this stage. You will be informed that the process will take a minimum of 3 business days if approved.
- Step 2: Technical Emergency Check If your domain(s) or email services are completely down or experiencing a critical outage, let us know in your email. We will escalate the technical issue for immediate review. However, full account recovery still follows the complete verification process.
- Step 3: Mandatory Notifications (72 Business Hours) We always contact every email address and phone number currently on file for the account (primary, billing, etc…). This includes both email notifications and phone calls. All contacts will receive a message informing them that a recovery has been requested. We wait a full 72 business hours (3 business days) after these notifications before any approval decision. This gives legitimate owners time to object.
- Step 4: Ownership Verification We review recent account activity, the legitimacy of the requesting email domain, and all documents you provide. An internal AI analysis is run on the request to help identify any inconsistencies.
- Step 5: Final Review & Approval Once the 72-hour waiting period has passed and all verifications are complete, senior team members perform a final review. If approved, we restore access to your full account.
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After Recovery
- You will be notified once access is restored.
How to Avoid Needing This Process (Prevention Tips)
The best way to prevent a lengthy recovery is to:
- Keep all contact information (especially primary and technical emails and phone numbers) accurate and up to date.
- Enable DNSSEC and Domain Lock on your domains.
- Use a strong, unique password with 2FA.
- Consider moving high-value domains to Domainsure for the strongest possible protection (no recovery mechanism exists).
Questions?
Reply directly to the support ticket that will be created from your email to support@easydns.com, or reply to any correspondence you receive from us.
We apologize for the inconvenience this strict process may cause legitimate customers, but we believe it is necessary to protect everyone’s domains and services from increasingly sophisticated attacks.
Thank you for your understanding and for choosing easyDNS.