Don’t worry — this situation is more common than you might think, and there are clear steps we can take to help get things sorted. Whether the previous account owner has left the company, changed roles, or is simply unreachable, there are a few different options depending on your situation.

1. If you’re still in contact with the previous account holder

The simplest solution is to work directly with the old account owner. If possible, we recommend asking them to provide the login credentials (username and password) so you can access the account and update all the necessary information yourself.

Alternatively, you can ask them to log in and update the account information for you, then hand off the updated credentials once the changes are complete. 

• How to change account settings 

• How to change domain contacts 

2. Account is under a company name

If the account is registered under a business or organization, we can verify ownership through official documentation. In this case, you can submit a change of contact form along with a signed company letterhead.

This allows us to confirm that the account is under the correct ownership, even without the original account holder, and update the account access accordingly. This process can take up to 3 business days once the form is submitted. 

3. If you’re not in contact and don’t know who the account holder is

If you’re unsure who the previous owner is or which company the account is under, things can be a bit trickier. In this situation, you don’t have rights to the account itself, but if the domain is registered under your name or your company’s contact information, we can still help.

You can submit a domain move form along with a valid personal ID or signed company letterhead. Once verified, we’ll transfer the domain from the old account into a new account under your control. This process can take up to 3 business days once the form is submitted.