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What to do if your account is hacked

Last Updated: December 12, 2023

If you believe your account has been hacked or one of your domain names is no longer viewable in your account, please follow the steps below:

  1. Perform a Whois query on your domain name to ensure that it is registered with  You can perform a Whois query at
  2. If the domain is still registered with, we recommend first to use our Lost Password tool and enter the domain name.
    Note: It is important to enter the domain name in the Lost Password field without the 'www' or 'http' in front of the domain.  
  3. We will then send the login information to the registrant email address currently listed for the account the domain name is in. The username of that account will be viewable in the Lost Password email. If you do not receive an email with the login information to your account, please follow the instructions below on how to proceed.

What to do if your domain has been moved to a different registrar

If, after performing a Whois query, you find that the domain name is listed with another registrar, we recommend contacting the domain’s current registrant (as listed in the Whois query) as well as the registrar, requesting further assistance with your transfer dispute. If at any time you require any clarification on the particulars of the domain prior to transfer, please contact us and we are happy to provide you with further information.

Once you have taken all of the steps above and you still believe your account has been compromised, please contact support.

Please provide with the following information to assist in our review of your case:

  • Account contact details at last login. This is the information listed in your account as the Registrant / Administrative contacts.
  • Date of last successful login to the account.
  • Any related sub accounts.  
  • Domain names that should be in account. It is very important that receives a full list of the domain names you believe to be in your account. This allows us to track all of your domain names and verify if any have transferred prior to your claim.
  • A scan of the credit card used for payment for the registration or renewal of the domain names. If you used a PayPal account, you can email from the PayPal email address, with a scan of the invoice in question.
  • Date of most recent transaction.
  • Was the administrative email address for the account compromised?
  • Your complete contact details. Please include the following contact information to assist in our review of your claim:
    • Name
    • Street address, city, state, and zip code
    • Phone number
    • Email address
  • A PDF scan of your government-issued photo ID. This can be your driver’s license or your passport. This is an important piece of information we require for our investigation. It allows us to verify your identity and confirm your ownership of the domain name. If possible, we ask that you submit a scan of your identification that contains an English translation of your name.

We will be in contact with you shortly as to the action we have taken regarding your claim and if we require any further information from you.

Contact our Support Team.

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