Restoring account access

If you have trouble accessing your account, you can restore access:

• if you are the Account Owner, you can reset your password or request an email address change, as well as disable two-step authentication;
• if you are not the Account Owner, you can only reset your password by yourself. In case of issues with email and two-step authentication, contact the Account Owner — they must remove you from the list of users and add a new user with the correct details.

Reset your password

A user with any role can reset their password.

If you have lost access to the email address you used to register, request an email address change.

1. On the control panel login page, click Forgot password?.

2. Enter the account number. You can find it in:

   • the payment purpose field of the payment order;
   • acts of services rendered;
   • notifications from no-reply@servercore.com.

3. Enter the email address you used to register.

4. Click Reset password.

5. We will send an email to the address provided.

6. In the email, click Reset password. The password reset link is active for one hour. The reset link can only be used once.

7. On the password reset page, enter a new password and confirm it.

8. Click Change password.

9. We will send a password change notification to the email address you used to register. The notification does not contain the password.

10. If you have two-step authentication enabled, enter the code.

Request an email address change

If you are not the Account Owner, contact the Account Owner — they must remove you from the list of users and add a new user with the correct details.

If you are the Account Owner and you do not have access to the control panel using your old email address, you can change your email address. If you have access to the control panel, to change your email address, use the Change email address section of the Edit your profile or company details guide.

Legal entity

Kazakhstan

1. Prepare the paperwork:

   • application using the template;
   • BIN of the organization;
   • a document confirming the authority of the person who signed the application to restore access (for the CEO, this is a copy of the order or the appointment resolution; for other persons, a power of attorney).

2. Provide the prepared documents via email to payment@servercore.com.

3. We may request additional documents to enhance the security of the account access restoration procedure.

Uzbekistan

1. Prepare the paperwork:

   • application using the template;
   • TIN of the organization;
   • a document confirming the authority of the person who signed the application to restore access (for the CEO, this is a copy of the order or the appointment resolution; for other persons, a power of attorney).

2. Provide the prepared documents via email to payment@servercore.com.

3. We may request additional documents to enhance the security of the account access restoration procedure.

Kenya

1. Prepare the paperwork:

   • application using the template;
   • PIN Certificate;
   • a document confirming the authority of the person who signed the application to restore access (for the CEO, this is a copy of the order or the appointment resolution; for other persons, a power of attorney).

2. Provide the prepared documents via email to payment@servercore.com.

3. We may request additional documents to enhance the security of the account access restoration procedure.

Individual or sole proprietor

1. Send a request to the email address support@servercore.com.
2. We will send you questions about your account and your activity in it.
3. Answer the questions as detailed as possible.
4. If you have given more than 80% correct answers, we will change your email address.

Disable two-step authentication if you do not have access to the control panel

If you are not the Account Owner, contact the Account Owner — they must remove you from the list of users and add a new user with the correct details.

If you are the Account Owner, two-step authentication can be disabled.

Legal entity

Kazakhstan

1. Prepare the paperwork:

   • application using the template;
   • BIN of the organization;
   • a document confirming the authority of the person who signed the application to restore access (for the CEO, this is a copy of the order or the appointment resolution; for other persons, a power of attorney).

2. Send the documents via email to payment@servercore.com.

3. If there are any questions, we will request additional documents.

Uzbekistan

1. Prepare the paperwork:

   • application using the template;
   • TIN of the organization;
   • a document confirming the authority of the person who signed the application to restore access (for the CEO, this is a copy of the order or the appointment resolution; for other persons, a power of attorney).

2. Send the documents via email to payment@servercore.com.

3. If there are any questions, we will request additional documents.

Kenya

1. Prepare the paperwork:

   • application using the template;
   • PIN Certificate;
   • a document confirming the authority of the person who signed the application to restore access (for the CEO, this is a copy of the order or the appointment resolution; for other persons, a power of attorney).

2. Send the documents via email to payment@servercore.com.

3. If there are any questions, we will request additional documents.

Individual or sole proprietor

1. Send a request to the email address support@servercore.com.
2. We will send you questions about your account and your activity in it.
3. Answer the questions as detailed as possible.
4. If you have given more than 80% correct answers, we will disable two-step authentication.