If you can no longer access your old e-mail account, and therefore you cannot retrieve your password, the only way to regain access is to request a change to your e-mail address. Once changed, you should be able to go though the forgotten password form again (more information here) and retrieve it.
Requesting a change
We do our best to keep it as easy as possible to maintain your account. To update your e-mail address you will need to Submit a Ticket to our Billing Team with the following information:
- Your Full Name and Address, as on file;
- Your currently registered e-mail address with ModernBill (this can be found on your last invoice or sign-up receipt, if not changed since then, and may be your old address);
- Where you would like us to update your records (e.g. Plesk);
- The username(s) of the account you want changing (if updating Plesk); and
- How you normally pay your account (e.g. PayPal or Credit Card). If you pay using a Credit or Debit card, please include the last four digits of the card we have on file.
If all details are correctly validated our team will update the e-mail address we have on file for you and let you know of the update.
Password problems
If you still cannot retrieve your password, please let us know so that we can discuss it with you.
In these circumstances we usually require more information from you before we issue a new password (possibly including the checks outlined below). We therefore may not be able to issue you with a new password immediately.
Checks
Before changing any details on your account, our Billing Team has to be 100% satisfied that the person we are working with is who they say they are. If there are any errors in the validation, we may carry out further checks, without notice.
These can include:
- A phone call, using the number on file (where possible);
- A letter dispatched to the address we have on file with further instructions; and
- Request of ID (e.g. Drivers License or Passport).
We understand that you may need to get access to your account quickly, or there is a problem that needs sorting. The security of our customer's accounts is very important to us and we ask for your understanding during this process.
